Content Source Integration: Zoom Contact Center

Zoom Contact Center and Theta Lake   

Does your organization use Zoom Contact Center to record calls? Theta Lake Suite can be configured to perform capture, surveillance oversight, and archiving for phone recordings and Zoom-generated transcripts in Zoom Contact Center.

The following instructions will take you step-by-step through the process of configuring an integration with Theta Lake and Zoom Contact Center.

What you'll need:  

• Required Zoom Contact Center licenses. See https://zoom.us/pricing/zoom-contact-center
• The user who configures the integration within Theta Lake must:
  • be a Zoom user with the Admin role
  • have a Theta Lake role assignment that includes Read, Create, Update, and Delete permissions for the Integrations Privilege
• Required Theta Lake license for Zoom Contact Center

Installation

1. Login to Theta Lake with a user who has the requisite role
2. Select Policies from the Theta Lake menu

3. Select Content Source

The list of existing configured integrations displays.

4. Select Add New Integration.  The Add New Integration screen displays.

5. Select Zoom Contact Center from the list to start the install and configuration of the integration.

6. Select Connect to continue. If you are not signed in to Zoom you will be prompted to do so.

Once signed in, Theta Lake displays a series of dialogues to configure your integration. 

7. Zoom displays information about the permissions requested by Theta Lake’s Integration to Zoom Contact Center. After reviewing the requested privileges, select Allow to continue. The integration will not function correctly if you Decline the request. 

After selecting Allow, Theta Lake displays the configuration options for the integration.  

8. Provide a name that describes your integration. Theta Lake uses this name when associating activity with this Zoom Contact Center integration.
   • To limit capture to engagements in specific call queues, select those queues from the
     provided list. Leave blank to capture engagements from any call queue.
   •  [Include Transcripts] When checked, Theta Lake will capture the audio transcripts generated by Zoom Contact Center, when available, for recorded calls. These transcripts replace the Theta Lake-generated transcript for the recording.

To limit capture to engagements in specific call queues, select those queues from the provided list. Leave blank to capture engagements from any call queue.

Select Next to continue.  

9. To complete the integration configuration, select either the option to Save and Start the integration to immediately begin capturing content, or Save and Don’t Start Yet to save the configuration but do not initiate capturing content. 

Congratulations! Zoom Contact Center is now successfully integrated to Theta Lake.

For any issues with the Zoom Contact Center integration process or for any other questions regarding Theta Lake troubleshooting, please reach out to Theta Lake Support.