Zoom Meeting

In order for the Zoom Meeting integration to work, Zoom Producer and Conversation Consumer services should be deployed to the desired environment.

On this page, it is explained how Knovvu Analytics works integrated with Zoom Meeting, the technical details and the required deployment steps in details

Zoom Meeting Services

1. Zoom Producer

One of the services written for Knovvu Analytics-Zoom integration is Zoom Producer. Zoom Producer's main task is to find the calls of the relevant agents from the moment it starts working.

Zoom Producer Deployment

In order for the Zoom Meeting integration to work, Zoom Producer service should be deployed to the desired environment.

When deploying Zoom Producer, the customer's tenant name should be entered as the variation name. The variant name should be the same as the tenant name, but completely in lowercase letters to avoid receiving errors due to the Regex rules. The number of replicas should be 1, so that the same event is not received more than once.

2. Conversation Consumer

The other service written is Conversation Consumer and its task is to receive the metadata and recordings of calls from RabbitMq via APIs and save them to Knovvu Analytics.

Conversation Consumer Deployment

Conversation Consumer is not tenant-based and is integration-type independent. This means that the same service can be used for different marketplace integrations as well as for all customers from different tenants. Therefore, the variation name of the Conversation Consumer is not important. And the number of replicas is increased according to the need.

When should a new Conversation Consumer deployed?
When the calls pile up in the RabbitMq queue, and cannot be processed, a new Conversation Consumer should be deployed. This is done by increasing the number of replicas.

Zoom Integration Configuration Steps

Zoom requires creating a different app for each different redirect URL after the app is purchased through its marketplace. Since CA has a different URL for each region in the cloud, a separate app must be created for each region.

AWS Ohio is chosen as the first environment of Zoom-CA integration, since Zoom has the highest potential in USA.

In order for a customer to use the Zoom Meeting integration, this integration must be defined for the customer's tenant.

As the first step, the admin needs to login to the desired environment as a host and enable the Puzzel feature for the tenants who will use this integration.

1. Login as host.
2. Enter the Tenants page under the Saas menu as seen below.

3. Next to the desired tenant's name, click on the Actions button and then Features.
4. Zoom Integration feature can be seen on the opened page. "Enable Zoom Meeting integration feature" should be checked here as seen below. Also, Type: Meeting feature should be enabled since Zoom provides meeting type conversations.

After these steps are completed on the admin side, you should login as the tenant.

5. Login as tenant.
6. Enter the Settings page under Administration on the menu. The information that needs to be entered for the Zoom Meeting integration to work can be seen below under the ZoomMeetingIntegration tab.

As the next step, the admin needs to enter the necessary Zoom settings on the host side.
7. Login as host.
8. Enter the Settings page under Administration on the menu.
9. The necessary Zoom information should be entered under the Zoom Meeting Application tab. Zoom Meeting Application ClientId and Zoom Meeting Application ClientSecret are generated by Zoom for Knovvu Analytics app.

Once these steps are completed, the admin needs to enter the necessary Zoom settings into the Zoom Producer service.
10. Enter the Integration page under Administration on the menu.
11. All services deployed in the environment can be seen on this page. The user must enter the service by clicking on the ZoomCloudProducer and enter SecretToken value. Secret Token is generated by Zoom specific to Knovvu Analytics app. Zoom sends the secret token in each event notification they send to our app. This secret token is used to verify event notifications sent by Zoom.

12. Click on Save.
13. One other value that needs to be filled for the integration to work is the SerializedAccountIdDictionary. This value is automatically filled by Zoom. To fill this value, the Zoom admin should enter Zoom app marketplace where Zoom-Knovvu Analytics integration is created: https://marketplace.zoom.us/develop/apps/ocKbv2StR8WVl8uEt7IhxQ/test

14. Under Local Test, once the app is added as the authorized app, the SerializedAccountIdDictionary will be automatically filled on Knovvu Analytics interface.

13. Click on Save on Knovvu Analytics Settings interface and the integration will be running.

Why Knovvu Analytics is an account-level app in Zoom?

Zoom divides the applications it integrates with, into 2 categories: account-level and user-managed.
For more information about Zoom apps.

Knovvu Analytics is an account-level app from the Zoom perspective. The Zoom account admin installs Knovvu Analytics, and all users under the Zoom admin account are defined in the application. Knovvu Analytics is not for the use of agents but for supervisors who will evaluate agent performance and the conversations.

The common use case: A supervisor who wants to evaluate agent performance can both see the agents' call recordings and also view the analysis outputs of conversations. The person who will review the analysis outputs in the interface is the supervisor, who is the Zoom account admin, not the agents. The only reason the Zoom users under admin account are added to Knovvu Analytics is because they are defined as agents, and agent information will be added to conversations. Since the agents will not access the interface, they do not need to authenticate themselves. Therefore, only the Zoom account admin should have control of the application.