Calls
This article covers the configuration needed for Capacity's Conversation Intelligence (CI) platform to ingest your Zoom Contact Center voice engagement recordings, call metadata, and related data. It assumes you've already created your Zoom Server-to-Server OAuth app — if not, start with the Zoom Authentication article first.
How It Works
- Automated ingestion of Contact Center voice engagement recordings and metadata via API
- Secure, credential-based access using OAuth 2.0 Server-to-Server client credentials — Capacity never has access to your Zoom login
- Batch retrieval of engagement recordings and call metadata once configured
Before You Begin
- Complete the Zoom Authentication
- article to create your Server-to-Server OAuth app (or confirm one already exists if you're also enabling other Zoom products).
- Confirm your Zoom account includes Contact Center licensing — Contact Center scopes aren't selectable without it.
- Confirm engagement recording is enabled for the queues/agents whose voice engagements you want ingested.
Required Scopes
Add the following scopes to your Server-to-Server OAuth app's Scopes tab — you don't need to create a second app if one already exists for another Zoom product:
| Scope | Description |
|---|---|
| contact_center:read:engagement:admin | View all contact center engagement information |
| contact_center:read:note:admin | View all contact center note information |
| contact_center:read:list_recordings:admin | View all contact center recording information |
| Search "report" - Select all | View all contact center report information |
| contact_center:read:skill:admin | View all contact center skill information |
| contact_center:read:user:admin | View all contact center user details |
| contact_center:read:voice_call_log:admin | View voice call information |
What to Share with Capacity
| Item | Description |
|---|---|
| Account ID | Account ID from the Server-to-Server OAuth app |
| Client ID | Client ID from the same app |
| Client Secret | Client Secret from the same app |
| Exclude Groups | Let us know if only specific groups should have their meetings ingested by sending a list of group IDs If no list is provided, we will assume ingestion applies account-wide |
Only share the credentials if not previously shared for other Zoom products
Always share credentials securely, never send as plain text in an email