TeleServ for Zoom Phone

What it does

TeleServ reviews the phone calls your reservations and dispatch team take all day. Once connected to Zoom Phone it reads each inbound call recording, transcribes it, writes a short summary, flags calls that need attention (a complaint, a safety concern, a booking that was missed) and emails the right person the same day. Managers get a morning briefing and a weekly coaching note per agent.

What TeleServ reads from Zoom

• Call recordings of inbound calls, to transcribe and analyze them. Recordings are copied to TeleServ's storage so playback keeps working after Zoom's retention window.
• Call history, so unanswered calls are visible and a caller who had to call back is flagged.
• Phone users and call queues, names and extension numbers only, so a call is credited to the person or desk that took it.
• The admin who approved the app, email only, shown on the Integrations page. With your own Zoom app (below) it is the account ID instead.

TeleServ never places calls, changes settings, sends messages through Zoom, or reads meetings, chat, or email. Access is read only.

Before you connect

• You need to be an admin on your Zoom account. The app is admin managed: one approval covers the whole company.
• Turn on automatic call recording in Zoom Phone for the users and call queues you want reviewed (Zoom admin portal, Phone System Management, Users and Rooms or Call Queues, Policy, Automatic Call Recording). Calls that are not recorded cannot be reviewed.

Connect in four steps

1. Sign in to TeleServ at www.teleserv.ai with the account your TeleServ contact set up for you.
2. In the left rail, under Admin, open Integrations and press Connect on the Zoom Phone card. During first time setup the same button is on the Integrations step.
3. Zoom asks you to sign in and approve TeleServ. Review the permissions and press Allow.
4. You land back in TeleServ with the card showing Connected. Choose how far back to import (today, 7, 30 or 90 days). New calls appear within a few minutes of hanging up; the history fills in over the following hours.

Prefer not to depend on TeleServ's Marketplace listing? Connect with your own Zoom app instead: a private app in your own account, no approval step.

Connect with your own Zoom app (no Marketplace approval needed)

Your Zoom admin can create a private Server-to-Server OAuth app inside your own Zoom account and paste its credentials into TeleServ. Nothing is published, nothing goes through Zoom's app review, and the app can read only what the scopes below allow. It takes about ten minutes.

Who can do this

The Zoom account owner, or a member whose Zoom role has permission to create Server-to-Server OAuth apps. An admin grants that permission in the Zoom web portal under User Management, Roles, Role Settings, Advanced features, Server-to-Server OAuth app (View and Edit). If one of the scopes listed below does not appear on the app's Scopes page, that role is missing the matching Zoom Phone permission; the simplest fix is for the account owner to create the app.

Create the app in Zoom

1. Sign in at marketplace.zoom.us with that account. Open Develop (top right), then Build App.
2. Choose Server-to-Server OAuth and press Create. Give the app a name, for example TeleServ.
3. App Credentials: this page shows the Account ID, Client ID and Client Secret. Keep it open; you paste the three values into TeleServ in the last step.
4. Information: fill in the short description, company name, and a contact name and email. Zoom does not activate an app without them.
5. Scopes: press Add Scopes, search for each scope below, tick it, then press Done. Add these six and nothing more; they are all read only.
   • phone:read:list_users:admin (List phone users)
   • phone:read:list_call_queues:admin (List call queues)
   • phone:read:list_call_logs:admin (Get account's call history)
   • phone:read:call_log:admin (Get call history (one call))
   • phone:read:list_call_recordings:admin (Get call recordings)
   • phone:read:call_recording:admin (Get recording by call ID, download a phone recording)
6. Activation: press Activate your app. The status reads Activated.
7. In TeleServ, open Admin, Integrations, and on the Zoom Phone card press Connect with your own Zoom app. Paste the Account ID, Client ID and Client Secret and press Connect. TeleServ checks them against Zoom Phone straight away; the card then reads Connected with your own Zoom app. During first time setup the same link is on the Integrations step. Then choose how far back to import, as above.

What the credentials allow

Read only, and only what those six scopes cover: the list of phone users and call queues (names and extension numbers), call history, and call recordings with their audio files. TeleServ uses the credentials to request a one hour access token from Zoom whenever it syncs; there is no refresh token. The Client Secret is stored encrypted, used only server side, and never shown again, not even to you.

How to revoke

Either side ends it. In Zoom: open the app under Manage, Created Apps, and press Deactivate on its Activation page, or delete the app. TeleServ's next token request fails and the card shows Needs reconnect. In TeleServ: press Disconnect on the Zoom Phone card, which discards the stored credentials and tokens at once. Regenerating the Client Secret in Zoom has the same effect as deactivating until you paste the new secret into TeleServ.

After connecting

• Your Zoom Phone users and call queues appear under Admin, Account management. Mark each line as a person or a shared desk and add the inbox that should receive coaching emails.
• Your own alerts and the morning briefing are set up under My notifications, in the menu that opens from your name at the top right or at the foot of the left rail.

Removing TeleServ

Press Disconnect on the Zoom Phone card in Admin, Integrations, or remove the TeleServ app from the Zoom App Marketplace under Manage, Added Apps (for your own Server-to-Server app, deactivate or delete it under Manage, Created Apps). Either way TeleServ stops reading new calls at once and its access tokens and stored credentials are discarded. To have stored recordings and transcripts deleted, contact support and we confirm the deletion in writing.

Security

Access tokens and app credentials are encrypted at rest and only ever used server side. Recordings, transcripts and summaries are stored per company and visible only to that company's authorized users. All traffic is encrypted in transit. See the privacy policy for retention and deletion.

Help

teleserv.ai/support