Zoom

This integration is in beta. Contact your PolyAI account manager to check availability for your org.

Connect PolyAI to Zoom Phone or Zoom Contact Center (ZCC) as a native third-party Voice Agent through the PolyAI App in the Zoom App Marketplace. The app is built on Zoom’s Voice Framework, so there’s no shared SIP trunk to negotiate.

Prerequisites

Admin access to the Zoom App Marketplace
Admin access to Zoom Phone System Management or Zoom Contact Center Management, depending on which product you’re connecting
Confirmation from your PolyAI account manager that the integration is enabled for your org

Quick setup

Installing the app is shared across both Zoom Phone and Zoom Contact Center.

Install the PolyAI App

Go to Advanced > App Marketplace and install the PolyAI App.

Create connections

Under the installed app, click the number shown under Connections (defaults to 1). You typically want 2 connections — one for live, one for pre-release — named so it’s obvious which is which.A single connection can serve both Zoom Phone and Zoom Contact Center; each gets its own “To Number”.

Recommendation: one connection per AI Agent, per environment. You don’t need one connection per phone number, and you’ll rarely need more than 2 connections total.

Installing the PolyAI App from the Zoom App Marketplace

Setup

Zoom Phone
Zoom Contact Center

Virtual Agent setup

Go to Phone System Management > Agents.
Open the agent to view the number that will be passed to PolyAI.
Provide the numbers to PolyAI and specify which is live and which is pre-release.

The Callback URL field is only needed if PolyAI passes data directly back to Zoom Phone. You can skip it if you’re using the PolyAI Screen Pop app.

Zoom Phone Virtual Agent configuration screen showing the number passed to PolyAI

Add the Virtual Agent to an Auto Receptionist

Under the appropriate key press:

Select Virtual Agent.
Select Third-party Agent.
Choose the agent named after the connection you created above.

Adding a third-party Virtual Agent to a Zoom Auto Receptionist key press

Data Zoom Phone passes to PolyAI

Zoom Phone sends an X-ZOOM-Call-SID header (also sent by ZCC, so you can use it to distinguish the two call sources).

On Zoom Phone, the From number does not carry the original ANI. The original calling number arrives in the X-ZOOM-ORIGINAL-CALLING-NUMBER header instead.

Purpose	Header
Call session ID	`X-ZOOM-Call-SID`
Original calling number (ANI)	`X-ZOOM-ORIGINAL-CALLING-NUMBER`
Forwarding number	`X-ZOOM-FORWARDING-NUMBER`
Forwarding extension	`X-ZOOM-FORWARDING-EXTENSION`
Transfer number	`X-ZOOM-TRANSFER-NUMBER`

Returning calls from PolyAI to Zoom Phone

PolyAI hands calls back via SIP REFER/transfer to the appropriate Zoom extension, then drops off the call. The refer target format is <extension>@<SBC IP>:5061.

Screen pop / handoff data

Two options for presenting handoff data to the receiving Zoom Phone user:

PolyAI Zoom Handoff App — a Zoom app that acts as a screen-pop facility, securely surfacing PolyAI handoff data to the agent.
Zoom Webhook — Zoom Phone can pass data back via webhook. Viewing this data may require a Power Pack license, and the payload format is pre defined.

Connectors

Go to Contact Center Management > Integrations > Connectors.
Click (…) next to the connector and select View connector settings.
Select the correct region for your connector.
Copy the Static URL — this lets PolyAI pass a rich data payload back to ZCC.

Add the AI Agent to a Flow

Go to Contact Center Management > Flows.
Open the flow you want the AI Agent to serve.
From the Widgets menu, under Advanced, drag a Bot widget onto the canvas.
Set the Phone Number on the widget, and tell PolyAI whether it’s the live or pre-release environment.

Wire the Timeout branch to a fallback destination in case the call can’t reach PolyAI.

Adding the Bot widget to a Zoom Contact Center flow

Passing data to and from PolyAI

Within the Bot configuration, data can be passed via SIP header mapping and/or the bot’s Outbound to Bot / Inbound from Bot options.Outbound to Bot (Zoom → PolyAI)

ZCC already passes X-ZOOM-Call-Sid and From by default.
Use SIP header mapping to pass through anything else you need (e.g. the originally dialed number).

Inbound from Bot (PolyAI → Zoom)

Recommended: use the provided Webhook to pass data via API. Passing values back via SIP header mapping is also possible.

Handoff from PolyAI to ZCC

Pass metadata back via custom SIP headers or the Webhook (recommended, paired with Inbound from Bot above).The ZCC refer target format is always HumanAgent@<SBC IP>:5061.When the call lands with the receiving agent, the handoff data passed via the Webhook appears as a screen pop in the ZCC agent console:

Sample screen pop showing PolyAI handoff data in the Zoom Contact Center agent console

Testing the integration

Make a test call to your Zoom Phone or Zoom Contact Center number.
Verify the call routes to your PolyAI agent.
Test a handoff scenario to confirm transfers back to a human agent work.
Review the call in Conversations, filtered to Voice.

Troubleshooting

Issue	Solution
Calls not reaching PolyAI	Verify the connection’s number and environment (live/pre-release) mapping in the Zoom App
Missing original caller ANI (Zoom Phone)	Read `X-ZOOM-ORIGINAL-CALLING-NUMBER` instead of `From`
Handoff data not appearing	Confirm Screen Pop app install (Zoom Phone) or Webhook + Inbound from Bot mapping (ZCC)
Handoff data not visible in Zoom Phone webhook	Check whether a Power Pack license is required for your org

Custom SIP

General SIP trunk integration reference.

Call handoffs

Configure call transfers back to a human agent.

Voice integrations

Other voice platform integrations.

Integrations

Telephony

CRM

Hospitality

Healthcare

Knowledge base

Managed services

Prerequisites

Quick setup