Zoom Integration : Oracle B2C Service Browser UI feature to support integration with Zoom

December 14, 2022 | 7 minute read
Vishnu Saseendrababu
Senior Manager, Applications Development
Josemon Joseph
Principal Applications Engineer
Chandhirasekaran Nataraj
Senior Solution Consultant - CX CoE
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Introduction 

Remember the good old days, when service teams would wake up each morning and drive to a physical contact center? Remember the collaboration, the comradery, the lukewarm coffee? Ok, so maybe working from home has not been that bad after all, but there were times when being physically close to your team was incredibly valuable. For instance, holding morning huddles to set the pace for the day, onboarding new employees, or quickly getting assistance for difficult service questions. These activities were easier when your peers were within arm’s reach.

Fortunately for all of us, we can now have the best of both worlds. Oracle has now integrated everyone’s favourite collaboration tool, Zoom, directly into its agent browser UI for B2C service. Now you can instantly collaborate with your team members with the push of a button. Schedule time with your manager, hold a morning huddle and even host the virtual happy hour without having to leave the agent desktop.

What is Zoom Integration

Zoom integration is a feature available in Oracle B2C Service Browser UI product, using which Zoom meetings can now be scheduled, started, modified, and also associate the meetings to Incident and Contact records from Oracle B2C Service Agent Browser UI, and thereby eliminating the need for agents to switch interfaces

How to enable Zoom Integration

The B2C Service Zoom integration is currently in controlled availability. This means that in order to configure, the feature must be enabled by Oracle for your B2C Service site. Please submit a service request(SR) on the https://cx.rightnow.com/ page to have your site enabled for Zoom Integration.

In addition, Agent will need to have a Zoom account.

Once the site has been provisioned for Zoom, a Zoom icon(with a cross mark) will display on the right side panel.

zoom icon

 

When clicked, the user will be asked to log in using their Zoom account credentials. Once login is completed, a success message will be displayed, and you will be ready to use Zoom integration features.


zoom login

When to use Zoom Integration

You can use Zoom integration for 

  • Instantly collaborate with peers
  • Schedule, host, and track meetings from within the Oracle B2C Service Agent Browser UI

How to use Zoom Integration

zoom tabs

Schedule a meeting

You can use Zoom integration to schedule a zoom meeting. On selecting the Scheduled Meeting tab in the Zoom panel you can provide details for the meeting to be scheduled.

zoom schedule meeting

 

Schedule Meeting Zoom Options

The components with an asterisk will only be supported if they are supported on the Zoom licensing. Each component will be enabled but will not work if the account does not support them. 

 Supported Zoom Options

 Description

 Set Meeting Topic

 Provide meeting topic for the meeting

 Search and Add Attendees

 Company contacts, company accounts, Zoom accounts, and direct email addresses can be added to this text box

 Select Date and Time

 Select scheduled date and time for the meeting

 Enter Duration in Hours and Minutes

 Specify scheduled duration

 Password

 Default password will be generated

 Password can be updated

 Password can be deleted

 Host Video On*

 Allows host video to be turned on, if permissible as per the account settings

 Allow attendees to join before the host*

 Allows attendees to join before the host, if permissible as per the account settings

 Mute all attendees*

 Mutes all attendees, if permissible as per the account settings

 Send email notification to attendees*

 Whether to send registrants email notifications about their registration approval, cancellation, or rejection

 Send confirmation email to attendees*

 Whether to send registrants an email confirmation

 Email confirmation option will only be effective if email notification option is turned on

 Invite contact from the record

 If an Incident or Contact record is open, the contact will be sent an invitation

My Meetings

In My Meetings, you can view the scheduled meetings, meetings scheduled in the context of incident/contact and the meetings that are completed 

zoom my meetings tab

My Meetings Zoom Options

 Supported Zoom Options 

 Description 

 Scheduled Meetings

 Start the meeting

 Edit the meeting

 Cancel the meeting

 Context Meetings

 If an SR or Contact record is open, any meetings associated with the record will display in this list.

 Archived Meetings

 Use copy to clipboard and add meeting details to thread or notes including recording. 

 

Adding a recording to a record

*Cloud recordings will need to be enabled in Zoom for recording.

After the meeting is complete, the agent can find the recording information in the list of archived meetings. Navigate to the My Meetings tab and click on the sub-tab Archive icon at the far right of the panel.  Past meetings and the details will be listed here. There are two options displayed against each meeting listed,

  1. Copy: Click on the copy to clipboard icon to the right to copy the meeting details and paste them to an SR thread or note.
  2. Preview: Click on the play icon to preview the Audio, Video, and Screen share recordings. Options are only available if the meeting is recorded. The recordings can also be saved locally by clicking on the download icon.

Directory

Similar to inviting attendees when scheduling a Zoom meeting three types of contacts can be searched company contacts, company accounts, and Zoom accounts. A click on the schedule icon will automatically bring the agent to the Schedule meeting panel with the contacts already added to the attendee list. 

Instant Meeting

To start a meeting instantly, click on the video icon.

 

Permission required for Zoom account

Approval from Zoom account admin is needed for the integration.

  • Please reference the Zoom documentation here.

Vishnu Saseendrababu

Senior Manager, Applications Development

Josemon Joseph

Principal Applications Engineer

Chandhirasekaran Nataraj

Senior Solution Consultant - CX CoE


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