Zoom Contact Center AI voice agent integration

Zoom Contact Center supports third-party voicebots through a Bot widget in your flow. A ThunderPhone AI voice agent can be that voicebot. The widget sends the caller to the agent with Zoom's call sid. When the caller needs a person, the agent sends a SIP REFER to Zoom's human-agent address, and your flow fetches the hand-off by call sid.

Unlike most of the other platforms here, Zoom Contact Center can't be connected from your Zoom account alone. Zoom's ISV team builds a SIP trunk from Zoom to the bot provider in stages, so setup starts with ThunderPhone support and Zoom.

Setup guide: Connect from Zoom Contact Center has the endpoint request, the Bot widget and trunk details, the transfer entry and the hand-off lookup.

What it does for Zoom Contact Center teams

The agent takes calls at the point in your flow where you place the Bot widget: first contact, after hours, or once a queue gets long. It holds the conversation with its own prompt, voice, languages and tools. When the caller asks for a person, it hands them to a human agent in Zoom Contact Center, and your flow uses the hand-off to route the caller and brief the person who answers.

How the call flows

In. A Zoom Marketplace General App, managed by your admin and made available to Contact Center, carries a connector for the Bot widget. Saving the connector generates a 15-digit number starting with 999, which Zoom's trunk dials. The trunk uses TLS 1.2 on port 5061 with SRTP and is allowlisted by Zoom's subnets, so the agent's SIP endpoint uses an IP allowlist of Zoom's signalling subnets, the connector's number as a dial-in number, and SRTP required.

Zoom sends X-ZOOM-Call-Sid, stored as the call's external_call_id; X-ZOOM-DNIS, the number the caller dialed, as {{sip_x_zoom_dnis}}; and X-ZOOM-WEBHOOK, the connector's Static URL.

Back. The agent sends a REFER to the human-agent address on Zoom's SBC, which Zoom gives you. An HTTP Call or Script widget after the Bot widget then calls ThunderPhone's hand-off lookup with the call sid and uses the summary and intent to route the caller.

Setup at a glance

Contact ThunderPhone support to start trunk discovery with Zoom's ISV team.
Set up the Zoom Marketplace General App with a Bot widget connector, managed by your admin and made available to Contact Center.
Create an IP-allowlist SIP endpoint with Zoom's subnets, the connector's 999 number and SRTP required.
Add the Bot widget to your flow and a transfer entry for Zoom's human-agent address.
Add an HTTP Call or Script widget for the hand-off lookup, then test on the trunk Zoom builds.

Limits and prerequisites

Zoom builds the trunk. The ISV team works in stages (discovery, a staging trunk, then production), and the app's Company Name must match the trunk record exactly. You can't set up or test the trunk on your own.
No Static URL post. Zoom's guide describes bots posting context to the connector's Static URL before the REFER. ThunderPhone doesn't post to it, so Zoom gets the hand-off through the lookup. Confirm with Zoom that it accepts a REFER without that post.
Mapped headers are untested. Zoom's guide doesn't say whether it reads mapped headers from a REFER. You can try adding the hand-off id as a header and check on a test call.
Widget details. Zoom doesn't publish field-level docs for the HTTP Call and Script widgets, so confirm in your account that the widget can send an Authorization header.
Shared addresses. Zoom's addresses are shared by all its customers. Zoom assigns the dial-in number; don't publish it.

Frequently asked questions

Can a ThunderPhone agent be the voicebot in Zoom Contact Center?

Yes, as a third-party voicebot behind a Bot widget. It needs a Zoom Marketplace General App with a Bot widget connector, and a SIP trunk from Zoom that Zoom's ISV team builds. Setup starts with ThunderPhone support and Zoom.

How does the call reach a human agent in Zoom Contact Center?

The ThunderPhone agent sends a SIP REFER to the human-agent address on Zoom's SBC. Zoom gives you that address during setup.

How does Zoom get the AI agent's summary?

An HTTP Call or Script widget after the Bot widget looks up the hand-off by Zoom's call sid and returns the summary and intent, which the flow uses to route the caller and brief the person who takes the call.

Is there a ThunderPhone app on the Zoom App Marketplace?

No. ThunderPhone isn't listed on the Zoom App Marketplace today.

Does this work with Zoom Phone?

This guide is for Zoom Contact Center's Bot widget. Zoom Phone is a different product, and ThunderPhone has no Zoom Phone guide.