AVAILABLE IN VERSION 9.6.13 OR LATER

Overview

The Zoom integration enables you to archive recorded Zoom Meetings and Zoom Phone calls into the system. The recording takes place within the Zoom platform, and the audio and video from completed meetings and calls are downloaded from Zoom and then ingested into the system using the Zoom Meeting and/or Zoom Phone import sources.

Supported features

The Zoom integration provides the following features:

Archiving Zoom Meetings and Zoom Phones recordings for configured users
Integration with public Zoom APIs: https://marketplace.zoom.us/docs/api-reference/introduction
Support for voice, video, and screen & application share modalities
Unaltered download and import of media files (MP3, M4A, MP4)
Import of meeting and phone call metadata
CDR reconciliation with Zoom call/meeting logs to identify not recorded or archived calls
Configurable query intervals through import policy schedule
Multi-tenant support, the ability to configure any number of Zoom tenants as separate import sources in any environment/tenant
Support for forward proxy based configurations

Known limitations and considerations

The Zoom integration has the following known limitations currently:

Meetings chat archiving is not supported
Webinars are not supported
Video files for Meeting recordings might not match the time interval defined by the join and leave events of the recorded users. The Zoom recording process currently starts when the first recorded user joins and ends when the meeting ends. The recording system creates CDRs for each recorded user based on their join/leave events but will link the full video files to these records. Audio files are created individually for each recorded participant (individual recording has to be enabled on the Zoom side) and are not affected by this limitation.
The APIs published by Zoom are tenant/account level APIs (not user level), which means that the API response will include information about recordings for all configured users in the tenant. The system filters the response based on the configured users and does not attempt to download recordings for users not configured in the system. When multiple systems are deployed to allow data segregation, this approach introduces some overhead as unnecessary data is downloaded (and discarded).
Due to Zoom API rate limits and lack of filtering for specific users, large tenants might unable to use the CDR reconciliation feature for Zoom Meetings, because the process requires to call resource-intensive APIs for every meeting in the tenant.
Meetings hosted by external users (users outside of the customer tenant/account) can only be archived with limitations. The participant information is limited to the recorded users in the customer tenant, no external participants or non-recorded internal participants will be stored.
Meeting recordings always include an MP4 video file (in addition to the M4A audio file) even if no camera was used or screens sharing was not enabled. The video contains a black screen with the name of the users in the center. When the recorded user is configured for voice-only recording/archiving, the system only imports the M4A audio file. If the recorded user is configured for video and/or screen share recording, the system imports the MP4 file as well and sets the modality to Screen & Application Share (regardless if video and screen share was used).
Redundant deployments are supported but multiple servers will run independently and attempt to import the same recordings and multiplicate the Zoom API usage. The system will eventually import only one copy of the same call and meeting. For the same reasons, load balancing is not recommended, while supported.
The Zoom Phone API does not support Archiving time for filtering which introduces an overhead in querying the data and the system has to query the same time interval multiple times.
The reconciliation process for Zoom Phones only queries records where the recording_id is set.

Version support

Switch Name & Model	Zoom Meetings Zoom Phone
Supported Versions	Contact Zoom
Supported Endpoint / DeviceTypes	All

Switch Name & Model

Zoom Meetings

Zoom Phone

Supported Versions

Contact Zoom

Supported Endpoint / DeviceTypes

All

Deploying Zoom recording

The following section contains the necessary steps for setting up a Zoom recording infrastructure.

Server sizing

Allocating the appropriate resources to the different servers is crucial. For guidance, see Server sizing and requirements

For storage sizing, see the table below showing the information available for media files created by the Zoom platform:

	File Format	Codec	Size
Zoom Phone	MP3	MP3 (48 KHz, Mono, VBR)	40-75 Kbps
Zoom Meeting Audio	M4A	AAC-LC (32 KHz, Mono, CBR)	128 Kbps
Zoom Meeting Audio + Video + Screen Share	MP4	AAC-LC (32 KHz, Mono, CBR) H.264 AVC	Audio: 128 Kbps Video: entirely depends on the screen resolution, the content shared, and the variable bitrate control in Zoom. It is recommended to make test calls with the usual content and length and use it as a baseline for the calculations.

File Format

Codec

Size

Zoom Phone

MP3

MP3 (48 KHz, Mono, VBR)

40-75 Kbps

Zoom Meeting Audio

M4A

AAC-LC (32 KHz, Mono, CBR)

128 Kbps

Zoom Meeting Audio + Video + Screen Share

MP4

AAC-LC (32 KHz, Mono, CBR)

H.264 AVC

Audio: 128 Kbps

Video: entirely depends on the screen resolution, the content shared, and the variable bitrate control in Zoom. It is recommended to make test calls with the usual content and length and use it as a baseline for the calculations.

Preparation

Make sure that all the required prerequisites are installed on each server prior to the installation.

Installation

The following articles contain all the steps for installing the various server roles:

Configuration

The system supports both Zoom Meeting and Zoom Phone archiving via the import service framework:

Zoom Phone: for configuring Zoom Phone archiving, refer to Zoom Meeting and Phone
Zoom Meeting: for configuring Zoom Meeting archiving, refer to Zoom Meeting and Phone

Zoom API rate limits

The Zoom API enforces certain limitations on the number of requests sent by an application. These rate limits can limit the number of meetings or phone calls that are imported or reconciled by the system on a daily basis. When an API limit is reached, the Zoom platform will block any subsequent API request for the API category which exceeded the published rate limit. The system will need to wait until the rate limits are reset (at 00:00 UTC every day).

For more information, see https://marketplace.zoom.us/docs/api-reference/rate-limits.

The following table explains the current rate limits and provides guidance on how to estimate the API usage to avoid reaching the API limits. If you are planning to deploy the integration for a large tenant/account and you believe that the rate limits will be reached, please contact Zoom about further options.

	API	Zoom API Limit (Business+)	Usage	Estimation
Phone	/phone/recordings https://marketplace.zoom.us/docs/api-reference/zoom-api/phone/getphonerecordings	20 req. / second	Import	Used in every policy scheduling, multiple times if call count is high. Safe estimate per policy run: max(Recorded calls since last run / 500; 1) * 4
	/phone/call_logs https://marketplace.zoom.us/docs/api-reference/zoom-api/phone/accountcalllogs	40 req. / second Daily limit of 60,000 requests/day shared by heavy & resource-intensive APIs.	CDR reconciliation	Used in every policy scheduling, multiple times if call count is high. Safe estimate: max(Total calls since last run / 500; 1) * 4
Meeting	/archive_files https://marketplace.zoom.us/docs/api-reference/zoom-api/archiving/listarchivedfiles	60 req. / second	Import	Used in every policy scheduling, multiple times if Meeting count is high. Safe estimate per policy run: max(Recorded meetings since last run / 500; 1) * 4
	/metrics/meetings/{meetingId}/participants https://marketplace.zoom.us/docs/api-reference/zoom-api/dashboards/dashboardmeetingparticipants	20 req. / min. Daily limit of 60,000 requests/day shared by heavy & resource-intensive APIs.	Both import and CDR reconciliation	Import: Used once per archived meeting on Zoom side, might call multiple times in rare cases, safe estimate: archived meeting * 2 Reconciliation: Used once per total meetings in the whole tenant, might call multiple times in rare cases, safe estimate: total meeting * 2
	/metrics/meetings https://marketplace.zoom.us/docs/api-reference/zoom-api/dashboards/dashboardmeetings	20 req. / min. Daily limit of 60,000 requests/day shared by heavy & resource-intensive APIs.	CDR reconciliation	Used in every policy scheduling, multiple times if Meeting count is high. Safe estimate per policy run: max(Total meetings since last run / 500; 1) * 4

Zoom Meeting metadata

The system captures the following metadata specific to Zoom meetings.

Metadata Field	Description	Template	Available
Start Date	Start date of the conversation	Standard	Yes
Start Time	Start time on the conversation	Standard	Yes
End Date	End date of the conversation	Standard	Yes
End Time	End time of the conversation	Standard	Yes
Duration	Length of the conversation	Standard	Yes
User	Name of the recorded user	Standard	Yes
From	Recorded User ID	Standard	Yes
From Info	Recorded user display name	Standard	Yes
To	Conference	Standard	Yes
To Info	Meeting topic	Standard	Yes
Direction	Conference	Standard	Yes
Direction (User)	Outgoing	Standard	Yes
From (Verba)	Name of the Verba user associated with the calling party	Standard	Yes
To (Verba)	Name of the Verba user associated with the called party	Standard	Yes
Location	Hostname of the recording server	Standard	Yes
End Cause	Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated	Standard	No
Audio Codec	Audio codec of the recorded streams	Standard	No
Video codec	Video codec of the recorded streams	Standard	No
Platform Call ID	Unique conversation identifier received from the recorded platform	Standard	Yes
Silence Ratio	Ratio of silence in the conversation	Standard	No
Talkover Ratio	Talkover ratio of the conversation	Standard	No
Longest Silence	Length of the longest silence present in the conversation	Standard	No
User ID / Agent ID	Recorded Zoom user ID	Standard	Yes
From Device	Device ID of the calling party	Standard	No
To Device	Device ID of the called party	Standard	No
Dialed Number	Original dialed number	Standard	No
From IP	IP address associated with the calling party	Standard	No
To IP	IP address associated with the called party	Standard	No
From Proxy IP	IP address of the proxy server associated with the caller party	Standard	No
To Proxy IP	IP address of the proxy server associated with the called party	Standard	No
Source Platform	Zoom Meeting	Standard	Yes
Conversation Type	Voice, Video, Screen & Application Share If the recorded user is configured for video and/or screen share recording, the system sets the modality to Screen & Application Share (regardless if video and screen share was used).	Standard	Yes
Forward Reason	Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)	Standard	No
Recording failed	Indicates if the recording has failed and the metadata was imported during CDR reconciliation	Standard	Yes
Media Length	Length of the media file related to the conversation in hhh:mm:ss format	Standard	No
Media Error	Shows the media processing errors during recording	Standard	No
Voice Quality	Overall voice quality check score for the conversation	Standard	Yes
Record Type	Standard	Standard	Yes
2N Source	In case of duplicate (2N) recording, records are marked as primary or secondary	Standard	No

Zoom Phone metadata

The system captures the following metadata specific to Zoom Phone recordings.

Metadata Field	Description	Template	Available
Start Date	Start date of the conversation	Standard	Yes
Start Time	Start time on the conversation	Standard	Yes
End Date	End date of the conversation	Standard	Yes
End Time	End time of the conversation	Standard	Yes
Duration	Length of the conversation	Standard	Yes
User	Name of the recorded user	Standard	Yes
From	Phone number of the calling party	Standard	Yes
From Info	Display name of the calling party	Standard	Yes
To	Phone number of the called party	Standard	Yes
To Info	Display name of the called party	Standard	Yes
Participants	Name of the participants of the call		Yes
Direction	Direction of the call from the system perspective, requires configuring internal number/domain patterns	Standard	Yes
Direction (User)	Direction of the call from the recorded user perspective	Standard	Yes
From (Verba)	Name of the Verba user associated with the calling party	Standard	Yes
To (Verba)	Name of the Verba user associated with the called party	Standard	Yes
Location	Hostname of the recording server	Standard	Yes
End Cause	Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated	Standard	No
Audio Codec	Audio codec of the recorded streams	Standard	No
Video codec	Video codec of the recorded streams	Standard	No
Platform Call ID	Unique conversation identifier received from the recorded platform to correlate multiple call legs	Standard	Yes
Silence Ratio	Ratio of silence in the conversation	Standard	No
Talkover Ratio	Talkover ratio of the conversation	Standard	No
Longest Silence	Length of the longest silence present in the conversation	Standard	No
User ID / Agent ID	Recorded Zoom phone extension number	Standard	Yes
From Device	Device ID of the calling party	Standard	No
To Device	Device ID of the called party	Standard	No
Dialed Number	Original dialed number	Standard	No
From IP	IP address of the recorded endpoint	Standard	No
To IP	IP address of the recorded endpoint	Standard	No
From Proxy IP	IP address of the proxy server associated with the calling party	Standard	No
To Proxy IP	IP address of the proxy server associated with the calling party	Standard	No
Source Platform	Zoom Phone	Standard	Yes
Conversation Type	Voice	Standard	Yes
Forward Reason	Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)	Standard	No
Recording failed	Indicates if the recording has failed and the metadata was imported during CDR reconciliation	Standard	Yes
Media Length	Length of the media file related to the conversation in hhh:mm:ss format	Standard	Yes
Media Error	Shows the media processing errors during recording	Standard	Yes
Voice Quality	Overall voice quality check score for the conversation	Standard	Yes
Record Type	Standard	Standard	Yes
2N Source	In case of duplicate (2N) recording, records are marked as primary or secondary	Standard	No

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