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PolyAI integrates with Zoom Contact Center (ZCC) as a third-party voice agent via a SIP trunk. This allows PolyAI to handle inbound calls within your Zoom Contact Center environment.
This is a managed integration. Contact your PolyAI account manager to set up Zoom Contact Center connectivity.

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How it works

PolyAI connects to Zoom Contact Center through a SIP trunk. When a call arrives at your Zoom Contact Center, it can be routed to PolyAI for automated handling. If the agent needs to escalate, the call is transferred back to a live agent within Zoom Contact Center.

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Prerequisites

  • A Zoom Contact Center license (not Zoom Phone)
  • SIP trunk configuration access in your Zoom environment
  • Coordination with your PolyAI account manager
Zoom Phone and Zoom Contact Center use different SIP implementations. Zoom Phone only supports basic call passing with no custom SIP headers. This integration is for Zoom Contact Center only.

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Setup

This integration is configured by PolyAI in coordination with your team. Contact your PolyAI account manager to get started.

Custom SIP

General SIP trunk integration reference.

Call handoffs

Configure call transfers back to Zoom Contact Center agents.
Last modified on March 29, 2026