ZSCALER AND ZOOMDEPLOYMENT GUIDENOVEMBER 2022, VERSION 1.0

BUSINESS DEVELOPMENT GUIDEZSCALER AND ZOOM DEPLOYMENT GUIDEContentsTerms and Acronyms

4About This Document

5

Zscaler Overview

5Zoom Overview

5Audience

5

Software Versions

5Prerequisites

5

ZDX

5Zoom

5Request for Comments

6

Zscaler and Zoom Introduction

7

Zscaler Digital Experience (ZDX)

7

Zscaler Resources

7

Zoom Phone Call Quality Monitoring (CQM)

8Zoom Resources

8Configuring ZDX

9Logging into ZDX

9Configure ZDX for Zoom CQM

10Configure the Tenant Information

11Configure the Application Probe

14

Application Probe Setup

15

Activate the Configuration

17©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDEUse Case: Leveraging Zoom CQM and ZDX Telemetry
to Determine Meeting Issues
Zoom Call Quality Application Dashboard

18
19Meetings Tab

19

Meeting Details

20

User Detail Screen

20

Meeting Monitoring Metrics

21

Appendix A: Requesting Zscaler Support

23©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDETerms and Acronyms
The following table defines acronyms used in this deployment guide. When applicable, a Request for Change (RFC) isincluded in the Definition column for your reference.
Acronym
CQM
DLP
DNS
IdP
IKE
IPS
IPSec
MOS
SaaS
SSL
TLS
ZIA
ZDX

Definition
Call Quality Monitoring (Zoom)
Data Loss Prevention
Domain Name Service
Identity Provider
Internet Key Exchange (RFC2409)
Intrusion Prevention System
Internet Protocol Security (RFC2411)
Mean Opinion Score
Software as a Service
Secure Socket Layer (RFC6101)
Transport Layer Security
Zscaler Internet Access
Zscaler Digital Experience©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

About This Document
The following sections describe the organizations and requirements of this deployment guide.

Zscaler Overview
Zscaler (NASDAQ: ZS) enables the world’s leading organizations to securely transform their networks and applications fora mobile and cloud-first world. Its flagship Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA) services create
fast, secure connections between users and applications, regardless of device, location, or network. Zscaler delivers its
services 100% in the cloud and offers the simplicity, enhanced security, and improved user experience that traditional
appliances or hybrid solutions can’t match. Used in more than 185 countries, Zscaler operates a massive, global cloudsecurity platform that protects thousands of enterprises and government agencies from cyberattacks and data loss. To
learn more, see Zscaler’s website.

Zoom Overview
Zoom (NASDAQ: ZM) helps you express ideas, connect to others, and build toward a future limited only by yourimagination. Their frictionless communications platform is the only one that started with video as its foundation, and theyhave set the standard for innovation ever since. That is why they are an intuitive, scalable, and secure choice for large
enterprises, small businesses, and individuals alike. Founded in 2011, Zoom is headquartered in San Jose, California. To
learn more, refer to Zoom’s website.

Audience
This guide is for network administrators, endpoint and IT administrators, and security analysts responsible for deploying,monitoring, and managing enterprise security systems. For additional product and company resources, see:
•Zscaler Resources•Zoom Resources•Appendix A: Requesting Zscaler Support

Software Versions
This document was authored using the latest version of Zscaler Internet Access.

Prerequisites
This guide provides GUI examples for configuring ZDX and Zoom Call Quality Monitoring (CQM). This guide presumes thatyou are familiar with ZDX and Zoom Meetings Administration. The examples in this guide illustrate how to provision Zoom
CQM with ZDX. The prerequisites to use this guide are:ZDX•

A working instance of ZDX.

•Administrator login credentials.

Zoom•

A working Zoom account.

•Administrator login credentials with admin permissions to be able to authenticate the Zoom ZDX Marketplace App.

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDERequest for Comments•For prospects and customers: Zscaler values reader opinions and experiences. Contact partner-doc-support@zscaler.com to offer feedback or corrections for this guide.

•For Zscaler employees: Contact z-bd-sa@zscaler.com to reach the team that validated and authored theintegrations in this document.

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDEZscaler and Zoom Introduction
Overviews of the Zscaler and Zoom applications are described in this section.
you are using this guide to implement a solution at a government agency, some of the content might be
exclamation-triangle Ifdifferent
for your deployment. Efforts are made throughout the guide to note where government agencies mightneed different parameters or input. If you have questions, contact your Zscaler Account team.

Zscaler Digital Experience (ZDX)ZDX is a digital experience monitoring solution delivered as a service from the Zscaler cloud. ZDX provides end-toend visibility and troubleshooting of end-user performance issues for any user or application, regardless of location. Inaddition, it enables continuous monitoring for network, security, application, and help desk teams with insight into theend-user device, network, and application performance issues.
ZDX leverages Zscaler Client Connector and the Zscaler Zero Trust Exchange to actively monitor applications from anend-user perspective. It continuously collects and analyzes various performance metrics, including application availability,response times, network hop-by-hop performance metrics, and end-user device health metrics such as device
configuration, CPU, memory usage, process information, and device events. As a result, IT teams have uninterrupted
visibility and save time with proactive identification and resolution of end-user experience issues.

Zscaler Resources
The following table contains links to Zscaler resources based on general topic areas.
NameDefinitionZDX Help Portal
Zscaler Help Portal
Zscaler Tools

Help documentation for ZDX.
Help documentation for all Zscaler products.
Troubleshooting, security and analytics, and browser extensions that help
Zscaler determine your security needs.
Training designed to help you maximize Zscaler products.
Zscaler Support portal for submitting requests and issues.

Zscaler Training and Certification
Submit a Zscaler Support Ticket

The following table contains links to Zscaler resources for government agencies.
NameDefinitionZDX Help Portal
Zscaler Help Portal
Zscaler Tools

Help documentation for ZDX.
Help documentation for all Zscaler products.
Troubleshooting, security and analytics, and browser extensions that help
Zscaler determine your security needs.
Training designed to help you maximize Zscaler products.
Zscaler Support portal for submitting requests and issues.

Zscaler Training and Certification
Submit a Zscaler Support Ticket©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

Zoom Phone Call Quality Monitoring (CQM)
The Zoom quality of service dashboard allows you to see the overall quality of voice calls and filter data by any extension(phone user, common area phone, call queue, auto receptionist, or Zoom Room).
The dashboard uses Mean Opinion Score (MOS) as the main measurement to report on voice quality. MOS measures
voice quality on a scale of 1 to 5. A score of 1 indicates unacceptable voice quality for all users. A score of 5 is the best
voice quality, equivalent to speaking directly into a person’s ear.
The dashboard uses a MOS of 3.5 as a general baseline to categorize calls. A MOS greater than or equal to 3.5 means goodquality, while less than 3.5 means poor quality.

Zoom Resources
The following table contains links to Zoom support resources.
NameOnline Resources
Zoom Support
Zoom Dev Support
Zoom Community

Definition
Online resources for Zoom solutions.
Online customer support for Zoom products.
Online developer support for Zoom products.
Online Zoom community support.

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

Configuring ZDXThis section demonstrates how to configure Zscaler before configuring Zoom.

Logging into ZDX
Log into the ZDX Admin Portal using your administrator account.

Clipboard-list If you are unable to log in using your administrator account, contact Zscaler Support.

Figure 1. Log in to Zscaler©2024 Zscaler, Inc. All rights reserved.

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Configure ZDX for Zoom CQM
Set up ZDX with the permissions to poll the Zoom Dashboard API for all Zoom meeting quality telemetry. Configuring ZDX
to poll Zoom requires Zoom admin privileges with the proper API admin scopes. See the ZDX Integration Requirements(government agencies, see ZDX Integration Requirements) help page for the specific permissions needed.
Configure a tenant that maps to a Zoom account, and a probe specifically for the Zoom CQM application. Other probes
configured for Zoom don’t integrate into the CQM log data.
Navigate to Configuration > Zoom Call Quality > Add New Tenant.

Figure 2. Configuring ZDX for Zoom CQM©2024 Zscaler, Inc. All rights reserved.

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Configure the Tenant Information
In the Add New Zoom Call Quality Tenant window:
1. Enter a Name for the new tenant.
2. Set the Status to Enable.

Figure 3. Set the Zoom CQM tenant name

3. Add filtering criteria to only report data on specific User Groups or Users. The default is to report on every Zoomuser.
4. Click Zoom Authentication.

Figure 4. Choose the Monitoring Criteria©2024 Zscaler, Inc. All rights reserved.

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5. Sign in with the correct administrator credentials. You need the Zoom Authentication Token for the ZDXApplication in the Zoom Marketplace to poll the APIs for Zoom Meeting Telemetry. You are returned to the ZDXAdmin, with a message stating that authentication was a success.

Figure 5. Authenticate to Zoom

6. Click Save.

Figure 6. Save the CQM tenant©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDEThe Zoom Safemarch CQM application shows enabled in the configuration screen.

Figure 7. Zoom CQM Application successfully enabled©2024 Zscaler, Inc. All rights reserved.

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Configure the Application Probe
Configure a new Application Probe that provides Cloud Path monitoring information to assist with investigating userissues.
Click Add New Probe.

Figure 8. Zoom CQM tenant creation successful.

could activate the change at this point, but Zscaler recommends batching changes. This deployment guide
Clipboard-list You
notes when to activate pending changes.

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

Application Probe Setup
To set up an application probe for Zoom CQM:
1. Enter a Name for the probe.
2. Probing Criteria: ZDX allows administrators to configure filters so that Probes are run only when a user matches theconfigured filter. By default, all users at every location have probes run. You can use the Probing Criteria filters torestrict the probe use. Zscaler recommends that these filters match the filters configured for the Zoom application sothat full metrics are available for troubleshooting.
3. Click Next.

Figure 9. Adding a partner administrator role©2024 Zscaler, Inc. All rights reserved.

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4. Change the Protocol to Adaptive from the drop-down list.
5. Enter the host where the probes are sent. This guide uses Zscaler’s front page, zscaler.zoom.us. You can use yourown Zoom login page or the generic zoom.us front page.
6. Click Next to review the configuration and then Submit to complete the configuration.

Figure 10. Add New Probe©2024 Zscaler, Inc. All rights reserved.

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Activate the Configuration
The probes configuration screen shows a confirmation that the Zoom probe was created.

Figure 11. Probe creation confirmation

To activate the configuration, select Activation in the left-side navigation and click Activate.

Figure 12. Activate the ZDX configuration©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDEUse Case: Leveraging Zoom CQM and ZDX Telemetry toDetermine Meeting Issues
When users have issues with web conference meetings, IT support personnel can use ZDX to quickly isolate which
components of the infrastructure to investigate further.

Clipboard-list This use case shows both support engineer activity and end-user activity.
For example, a user opens a support case stating that their Zoom meeting has issues. Within the time frame of themeeting. a support engineer can investigate in the ZDX dashboard.
On the main dashboard, the engineer selects a time frame, then scroll through the Most Impacted Applications sectionof the dashboard to find Zoom Call Quality for when the issue occurred. Clicking the Zoom Call Quality link displays theZoom Call Quality Application dashboard.

Figure 13. ZDX Performance Overview

example process shown in this section is only an option. There are many possible navigation paths throughClipboard-list The
the ZDX Dashboard.

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

Zoom Call Quality Application Dashboard
The Zoom Call Quality application dashboard provides an instant high-level view of a monitored application user
experience, and gives the engineer a quick view of the overall score for Zoom meetings across all monitored users andgroups.
The following example looks at a specific user who was hosting a meeting. An engineer can click the Meetings tab.

Figure 14. Zoom Call Quality dashboard

Meetings Tab
The Meetings tab shows a list of all the monitored meetings that occurred during the selected time frame. In this case,there is only one monitored call.
Clicking the Meeting ID takes you to the Meeting Details screen.

Figure 15. Meetings tab©2024 Zscaler, Inc. All rights reserved.

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Meeting Details
The Meeting Details window shows all the attendees of the meeting and their ZDX scores.
Engineers and admins can select any user with Zscaler Client Connector and get detailed telemetry data about a call.
In the example, there are only two participants (even though it shows six active members). This is indicative of one user
appearing multiple times due to connectivity issues.
Clicking Kirsten Clark displays her User Details screen for the same time frame and the Zoom CQM applicationtelemetry.

Figure 16. Meeting Attendees

User Detail Screen
The User Detail window provides contextual information from collected user metrics. You can see all the metrics derived
from the various telemetry points and get a contextual view of how the user is experiencing the monitored application.
The User Details screen provides high-level information about Kristen’s authenticated devices in the selected time frame.
Clicking ZDX Score Over Time sets all metrics to the same point in time.

Figure 17. User Details©2024 Zscaler, Inc. All rights reserved.

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Meeting Monitoring Metrics
The Meeting Monitoring Metrics window shows an excerpt of all the collected information for the selected Zoom call.
In this example, the Audio Latency, Audio Jitter, and the MOS Score were impacted. This implies that something ishappening on the network transit path

Figure 18. Meeting Monitoring Metrics

Further down, the Cloud Path pane shows that latency for the probes to the endpoint spiked at the same timestamp.

Figure 19. Cloud Path

©2024 Zscaler, Inc. All rights reserved.

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ZSCALER AND ZOOM DEPLOYMENT GUIDE

If you click the graphical view measurement for the path between the Zscaler Client Connector host and the ZIA PublicService Edge, every path hop is expanded to reveal the measured latency.
In this example, you can see high latency by the second-hop device. A support engineer can now investigate this device
or refer the support case to the infrastructure support team that owns those components.

Figure 20. Latency

A few clicks narrows down the possible issues to a likely root cause component of the infrastructure.

©2024 Zscaler, Inc. All rights reserved.

22ZSCALER AND ZOOM DEPLOYMENT GUIDEAppendix A: Requesting Zscaler Support
You might need Zscaler Support for provisioning certain services, or to help troubleshoot configuration and service issues.
Zscaler Support is available 24/7/365.
To contact Zscaler Support:
1. Go to Administration > Settings > Company Profile.

Figure 21. Collecting details to open support case with Zscaler TAC

2. Copy your Company ID.

Figure 22. Company ID©2024 Zscaler, Inc. All rights reserved.

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3. With your company ID information, you can open a support ticket. Navigate to Dashboard > Support > Submit aTicket.

Figure 23. Submit a Ticket©2024 Zscaler, Inc. All rights reserved.

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