Set Up Presence Sync for Zoom

Presence Sync is supported for single channel customers only.

The following tasks should be performed in order.

Create a Zoom App

1. Log in to Zoom App Marketplace with an administrator account.

2. Build a new app.

3. When you see the API key and API secret, make a note of both values. You will need to enter them when mapping the Zoom account.

4. When you can, generate the verification token and make a note of the value. You will need to enter it when mapping the Zoom account.

5. Enable Event Subscriptions.

6. Click Add New Event Subscription and enter the following details:

   • Enter a name in Name This Particular Event Subscription

   • In Event Notification Endpoint URL, enter https://internal-presencesync.niceincontact.com/psa/v1/zoom/presence-sync/web-hook-api

7. Under Event Types, select and enter the following events:

   • If you are creating a Zoom app for Directory Sync, enter the following events:

     • User

     • User Activity

   • If you are creating a Zoom app for Presence Sync, enter the following events:

     • Callee ended a phone call

     • Caller ended a phone call

     • Caller is connected to the callee

     • Caller answered a phone call

   Separate event subscriptions will be created for Directory Sync and Presence Sync.

8. Click Done. 

9. Click Save. 

Map Accounts

Required role: Customer Admin

Registering tenants involves providing a tenant's ACD details and partner platform account details so that the accounts in the two systems can be mapped with each other to sync their ACD states.

1. In the left navigation menu, click Account Mapping.

2. Select the relevant tab. if required.

3. Click Map Account.

4. On the ACD BU Details tab, enter the details about the Tenant and your login information.

   Learn more about fields in this step

   Field	Details
   Tenant ID*	This field gets populated with the tenant ID.
   Tenant Name	This field gets populated with the name of the tenant ID.
   User For Access Key	Select a user for whom you want to generate an access key, which will be used for various operations on your behalf. When you select the user, the access key is generated and stored internally in CXone.
   Access Key ID*	Enter your tenant access key ID.

5. Click Next and in the Zoom tab, add account and authentication details of the partner platform.

   Learn more about fields in this step

   Field	Details
   Account ID	Enter the account ID of the partner platform tenant.
   Account Name	Enter the partner platform Account Name.
   Access Key ID*	Enter your Zoom Application (client) ID. You get this ID when you create the Zoom app for access credentials.
   Secret*	Enter the secret for the access key ID you have entered. You get this ID and secret when you create the Zoom app for access credentials.
   Feature Verification Token*	Enter your Zoom Application (client) ID. You get this ID when you create the Zoom app for access credentials.

6. Enter email addresses to receive notifications for Adapter Health, Authentication Failures, and Exceptions. Use comma separated values to enter multiple email IDs.

7. Click Create & Activate.

Map Users

Required role: NICE CXone Admin, Partner Admin, or Customer Admin

After you have registered tenants and entered their ACD and partner platform account details, you need to map the user accounts of the same users in the two different systems for syncing their ACD states.

1. In the left navigation menu, click Presence Sync.

2. On the Tenants page, click the tenant for which you want to map the user accounts.

3. In the User Mapping tab of Tenants screen, Click Auto Map Users.

   The Add Users screen appears and displays the auto-mapped users.

4. Move the users in the table to indicate which you want to include. Click Add & Map Agents.

5. Click Confirm.

You can choose to set up Auto Sync to automatically map users and assign rules on a regularly scheduled basis.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

Create And Assign Rules

Required role: NICE CXone Admin, Partner Admin, or Customer Admin

1. Click the app selector and select Adapters.

2. In the left navigation menu, click Tenants.

3. On the Tenants page, click the tenant for which you want to create the rules.

4. In the Rules tab of Tenants screen, click Create Rule.

5. In the Create New Rule page, on the Rule tab, map the ACD State with the External State ID.

   Learn more about fields in this step

   Field	Details
   Name	Enter a name for the rule.
   Rule Type	Select one of the available the rule types. One or more of the following rule types are available to you: Publisher: When ACD agent state changes, your platform's agent state is updated to match the change. Subscriber: When agent state on your platform changes, ACD's agent state is updated to match the change. Bi-Directional: When agent state changes on your platform or ACD, the agent state is updated on the other platform to match the change.
   ACD State	Enter an ACD state.
   External State	Enter the appropriate partner platform state to map with the ACD State.

   To map more ACD and partner platform states in the rule, click Add Row.

6. Click Teams. Move the teams in the table to indicate which you want to include.

7. Click Users. Move the users in the table to indicate which you want to include.

8. Click Confirm.

9. Click Create.

Assign Existing Rules

1. Log in to CXone and click Launch Adapters.

2. In the left navigation menu, click Tenants.

3. On the Tenants page, click the tenant for which you want to assign rules to the users.

4. In the User Mapping tab of Tenants screen, click the three vertical dots for the appropriate user and select Assign Rule.

5. In the Assign Rule dialog, select User Assigned Rule or Team Assigned Rule and then select the rule name.

6. Click Done.

7. Click Save.