How can I configure Zoom for chat in the BUI?
Environment:
Chat, Browser UI (BUI)
Oracle B2C Service
Resolution:
As of the 24D release, Administrators can configure the chat panel to include an integration with Zoom. Once the integration is configured, chat agents can create a Zoom meeting from within the chat panel. This enhancement makes it easy for chat agents to begin a web meeting from within the Browser UI.
Chat Administrator: Feature Set-up & Configuration
Step 1: Integrate Zoom with the Browser UI
If you do not have Zoom integrated with the Browser UI
- Then follow the steps outlined here:
https://community.oracle.com/customerconnect/discussion/646562/oracleb2c-service-zoom-integration - Once the above Zoom Integration steps are complete, then all agents (whether they handle chats or not) will have access to Zoom from within the Browser UI. By default, the Zoom button appears as a new icon on the right-side panel of the Browser UI, for all agents.
If you have Zoom integrated within the Browser UI, then move on to Step 2 below.
Step 2: Ensure the Engagement Panel is on v17+
System Requirements to set-up this feature:
- Engagement Panel version 17+ must be enabled for the site
Please note, a CX update is not required to enable this feature.
Step 3: Configure the feature
First, create a new Custom Config Verb:
- In the .NET Agent Desktop, open the Configuration menu
- Navigate to Configuration Settings
- From the Ribbon, select New > Text
- For Key add: CUSTOM_CFG_SET_WEBMEETING_PROFILE_PERMISSIONS
- Data Type: Text
- Type: Site
- Required: No
- Folder: Custom
- Maximum Length: <make a selection that offers enough space for your required configuration, for ex: 2000>
- Pattern = Profile ID:Chat Permission:BUI Permission,
- Example = 11:T:T, 33:T:F, 77:T:T
- Values:
- Configuration Base: Site & Values : Pattern
Second, determine which profiles have access to Zoom:
- Values: Value: This is where the PROFILE IDs are listed, along with “permission” to start a Zoom web meeting
- Supported values
- For Profile IDs
- Numerical values are supported
- Also, ALL is supported value and can be used to enable this feature for all profiles
- For the Chat Permission & the BUI Permission
- T is equivalent to TRUE/Yes/ON
- F is equivalent to FALSE/No/OFF
- N is equivalent to NULL (Same as False)
- For Profile IDs
- Configuration for multiple profiles is supported by using the following pattern
- ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N
- Example: 11:T:T, 33:T:F, 77:T:T
- Supported values
Helpful configuration examples
Example 1, where ALL agents have access to the Zoom integration
- In this example, all agents have access to the Zoom integration
- For agents that do not handle chats, they have access to the Zoom integration from within the Browser UI. By default, the Zoom button appears as a new icon on the right-side panel of the Browser UI, for all agents
- For agents that handle chats, they have access to the Zoom integration from within the Browser UI. By default, the Zoom button appears as a new icon on the right-side panel of the Browser UI, for all agents. Additionally, chat agents have access to the Zoom integration from within the chat panel. A new “Zoom” button appears within the chat header and the agent may start a Zoom meeting during the live chat session
- This is the pattern to follow for Example 1
- Pattern = ProfileID:T/F/N:T/F/N
- Where Profile ID = ALL
- And all profiles have access
- Then, the values to include are:
- ALL:T:T
- Pattern = ProfileID:T/F/N:T/F/N
Example 2, where only CHAT agents have access to the Zoom integration (including the chat panel and right-side panel of the Browser UI)
- In this example, only chat agents have access to the Zoom integration
- For agents that do not handle chats, they do not have access to the Zoom integration from within the Browser UI
- For agents that handle chats, they have access to the Zoom integration from within the Browser UI. The Zoom button appears as a new icon on the right-side panel of the Browser UI. Additionally, chat agents have access to the Zoom integration from within the chat panel. A new “Zoom” button appears within the chat header and the agent may start a Zoom meeting during the live chat session
- This is the pattern to follow for Example 2
- Pattern = ProfileID:T/F/N:T/F/N
- Where there is one chat profile (profile ID = 77) that requires this feature
- Then, the values to include are:
- 77:T:T
- Configuration for multiple profiles is supported by using the following pattern
- ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N
Example 3, where only CHAT agents have access to the Zoom integration from within the chat panel.
- In this example, only chat agents have access to the Zoom integration from within the chat panel; they do not have access to the Zoom integration from the right-side panel of the Browser UI
- For agents that do not handle chats, they do not have access to the Zoom integration from within the Browser UI
- For agents that handle chats, they have access to the Zoom integration from within the chat panel. A new “Zoom” button appears within the chat header and the agent may start a Zoom meeting during the live chat session
- This is the pattern to follow for Example 3
- Pattern = ProfileID:T/F/N:T/F/N
- Where there is one chat profile (profile ID = 77)
- Then, the values to include are:
- 77:T:F
- Configuration for multiple profiles is supported by using the following pattern
- ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N, ProfileID:T/F/N:T/F/N
Once this configuration is complete, then the agents defined in the configuration can utilize the Zoom integration within the chat panel.
Chat Agent Experience
- Given the Zoom integration is enabled by the administrator
- Given the agent is logged into the Browser UI
- When there is an active chat session
- Then the agent sees a new button within the chat header and may start a meeting
- Then the agent may also see the Zoom button appear as a new icon on the right side panel of the Browser UI (if configured by the Admin)
