Adding Integration between SNOW and Zoom Virtual Agent (ZVA), is a fairly straight forward configuration, first step is to ensure that an OAuth account has been enabled in ServiceNow
You will need to create an OAuth client within ServiceNow to facilitate the connection between Zoom Contact Center and ServiceNow. This OAuth client will be used when you configure the integration in Zoom Contact Center.
Sign in to the ServiceNow admin portal.
In the navigator, search for oauth.
Under System OAuth, click Application Registry.
Click New.
Click Create an OAuth API endpoint for external clients. Note: The default values for most of the fields should be acceptable. Other fields will be filled after the client is created.
Enter the following:
Name: Enter the display name for the connection. (ZVA OAuth User)
Adding Integration between SNOW and Zoom CX, is a fairly straight forward configuration, first step is to ensure that an OAuth account has been enabled in ServiceNow
You will need to create an OAuth client within ServiceNow to facilitate the connection between Zoom Contact Center and ServiceNow. This OAuth client will be used when you configure the integration in Zoom Contact Center.
Sign in to the ServiceNow admin portal.
In the navigator, search for oauth.
Under System OAuth, click Application Registry.
Click New.
Click Create an OAuth API endpoint for external clients. Note: The default values for most of the fields should be acceptable. Other fields will be filled after the client is created.
Enter the following:
Name: Enter the display name for the connection. (Zoom CX OAuth User)
Refresh Token Lifespan: Enter the value 2147483647 (maximum allowed value)
Click Submit.
The above account is used in the Integration for Authentication for Zoom Contact Centre
From the Zoom Admin Dashboard, select:
"Contact Centre Management --> Integrations", select "+Add Integration", select the "Service Now" option, ensure that "OAuth" is selected, and click "Next"
Complete the details as below:
After you are prompted for auth details within ServiceNow, the integration between Zoom CX and SNOW is now completed, and enabled for additional call flow configuration
The process of migrating Poly VVX phones from Teams/Skype to Zoom Phone is a three (3) step process.
Configure the IP Phone within the Zoom Phone portal
Remove DHCP options that point to Teams/Skype provisioning server URL
Factory rest the IP phone, and it will complete via zero-touch provisioning
When using DHCP options to provide a provisioning server (DHCP option 160 or 161 - depending on the SKU that was used to purchase the phone).
If using DHCP options, the IP phone will pickup the provisioning server via specific option values. If you are migrating all IP phones at once, you can just delete/clear the option within the DHCP scope/server, and factory rest the IP phones.
Staged Migration
If you are migrating phones in a phased approach, one (1) way to complete is via DHCP Policies.
Since you can configure multiple policies at both the scope level and server level, each policy is assigned a processing order. The processing order can also be modified, assuming more than a single policy exists. The following conditions exist:
When processing DHCP client requests, the DHCP server evaluates each client request against the conditions in all applicable policies, based on their processing order.
Scope level policies are processed first by the DHCP server, followed by server wide policies. Theoretically, a client can match the conditions of several scope policies and also several server policies.
If a client satisfies the conditions of more than 1 policy, it will get the combined settings from all policies that it matched. If the same option setting is provided in multiple policies, the client will use the setting from the first policy that is processed.
