Components installed with Zoom extension for Omnichannel Callback

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Several types of components are installed with the Zoom extension for Omnichannel Callback application.

    Script includes

    Table 1. Zoom extension for Omnichannel Callback script includes
    Script include Description
    ZoomCallDatabase Contains database-related functions.
    ZoomCallDriver Implements extension point for sn_omni_callback.VideoCallDriver.
    ZoomCallEventHandler Overrides the functions of ZoomCallEventHandlerSNC.
    ZoomCallEventHandlerSNC Contains utility functions for handling the transcript completed events.
    ZoomCallTranscriptProcessor Contains utility functions to process the Zoom transcript.
    ZoomCallUtils Overrides the functions of ZoomCallUtilsSNC.
    ZoomCallUtilsSNC Contains the utility functions for Zoom callback.

    Business rules

    Table 2. Zoom extension for Omnichannel Callback business rules
    Close interaction (Zoom Callback) Notify Conference Call

    [notify_conference_call]

    		 Closes the interaction after the Zoom meetings ends. Both the agent and the requester must join the call to close the interaction.
    Create Notify Conference call record Callback

    [sys_cs_callback]

    		 Creates a notify conference call record when the Zoom callback is created.
    Recording Completed (Zoom Callback) Notify Recording

    [notify_recording]

    		 Stores the recording URL in the interaction when the recording is completed.
    Update Zoom Host when agent is assigned Interaction

    [interaction]

    		 Makes the agent the host when the interaction is accepted by the agent.