MirrorWeb Insight customers can use the MirrorWeb Archiver for Zoom Phone to capture their Zoom Phone and Zoom SMS data.

Enabling Zoom Phone archiving will automatically capture any call recordings inside your Zoom Phone account, and pass them through to MirrorWeb for transcription, archiving, and ongoing communications surveillance. You can also enable Zoom SMS monitoring, which will capture all SMS content sent or received via Zoom Phone for archiving and compliance purposes.

Prerequisites

Before starting this guide, please ensure that you have the following information:

• Log-in credentials to MirrorWeb Insight
• A Zoom account with Phone and/or SMS enabled 
• To enable Zoom SMS, there is a requirement to register your business with a 10DLC brand and campaign to comply with carrier regulations.

Adding the App

To capture Zoom Phone and/or Zoom SMS data, please carry out the following steps:

1. Contact your MirrorWeb Customer Success Manager with the details of your Zoom Phone integration, including license numbers, the administrator email to send the app installation email to, and the type of capture required (Zoom Phone calls, Zoom SMS, or both);
2. Your MirrorWeb Customer Success Manager will send an invite link to the administrator asking them to authorise the application;
   
3. Click the link in the email, and follow the steps outlined on the Zoom website.

Usage

Phone calls

If Zoom Phone voice capture is enabled on the account, then all phone call recordings will be automatically transcribed and indexed within MirrorWeb Insight. As a compliance analyst, use the following steps to view only your Zoom Phone call recordings:

1. Start a new search by going to Communications >> Search within MirrorWeb Insight.
2. Under platforms, select Zoom Phone as the target platform;
3. Select a date range for your query, and tap the Search button;
4. Click on a call recording on the left hand side to view the transcription.

SMS messages

If Zoom Phone SMS capture is enabled, all sent and received SMS messages will be automatically indexed with MirrorWeb Insight. As a compliance analyst, use the following steps to view only your captured Zoom SMS messages:

1. Start a new search by going to Communications >> Search within MirrorWeb Insight.
2. Under platforms, select Zoom SMS as the target platform;
3. Select a date range for your query, and tap the Search button;
4. Click on a message on the left hand side to view the message details.

Removing the App

If you need to remove the MirrorWeb Archiver for Zoom Phone account from your organization, please carry out the following steps. Please note: if you remove 

1. Login to your Zoom Account and navigate to the Zoom App Marketplace.
2. Click Manage >> Added Apps or search for the "MirrorWeb Archiver for Zoom Phone" app.
3. Click the "MirrorWeb Archiver for Zoom Phone" app.
4. Click Remove.

Troubleshooting

My phone calls are not appearing inside MirrorWeb Insight

MirrorWeb Archiver for Zoom Phone requires recording to be enabled on the Zoom account, or group, in question. For more information on how to manage Zoom Phone recordings, refer to Zoom's website: https://support.zoom.us/hc/en-us/articles/4402416352909-Changing-call-recording-settings

If you are sure that call recordings are enabled on Zoom, reach out to our Support team, who will be happy to assist.

I've enabled Zoom Phone archiving, but my SMS is not being captured

In order to ensure we are only surveilling the platforms you require, we configure Zoom Phone and Zoom SMS separately. Enabling the other service is a simple process - please reach out to your MirrorWeb Customer Success Manager and we will send out a connection request (as detailed under Adding the App, above).