The following sections outline Zoom’s security standards for the web, real-time media, and supported integrations.

Web

All user connections to the Zoom website use TLS 1.2 or 1.3 encryption, and PKI certificates issued by a trusted commercial certificate authority. The strength of encryption and specific ciphers used for connections to the website depend on the browser used to access the site and the results of the common encryption method negotiated.

Real-Time Media

Zoom Contact Center real-time media (audio, video, and screen sharing) is protected with 256-bit AES-GCM encryption between supported Zoom clients and within Zoom’s data centers. Any calls that traverse the PSTN are subject to the underlying carrier’s discretion and may not be encrypted.

Integrations

All third-party integrations with Zoom Contact Center must support TLS 1.2 or 1.3 encryption.

This document serves as an introductory guide designed to help IT Administrators understand Custom AI Companion's key features and navigate both the administrator and user experiences. The following sections provide detailed insights into Custom AI Companion's six core capabilities—Custom Meeting Summary Templates, Custom Dictionary, Custom Avatars, Knowledge Collections, Third-Party Application Skills, and AI Companion for Third-Party Meetings—while offering practical guidance for configuration, deployment, and ongoing usage within organizational environments.

Introduction

The following articles describe third-party integrations available with Zoom Phone.

Introduction

Zoom Phone Short Message Service (SMS) allows users to send and receive text messages using the Zoom Workplace desktop application, Zoom Workplace mobile application, or Zoom Web App. This document provides a comprehensive overview of SMS configuration, along with guidance surrounding administrative controls and capabilities.

Zoom is committed to developing Al responsibly, with security and privacy at the core of the generative Al capabilities it provides to its customers. Zoom recognizes that generative Al presents an evolving set of risk considerations for its customers, and the company is committed to prioritizing transparency and customer choice as it brings generative Al features to market.

To learn more about Zoom’s responsible AI practices and data handling, see the and the .

System Requirements

Zoom Phone SMS is supported on the Zoom Web App, Zoom Workplace desktop application, and the Zoom Workplace mobile application. Desktop users must be on a Windows, Mac, or Linux operating system, and mobile application users must be on an iOS or Android device.

SMS usage requires an assigned Zoom Phone calling plan and a 10-digit phone number

To view step-by-step instructions for assigning Zoom Phone calling plans, please see the support article.

Along with a supported calling plan, users must have a 10-digit phone number assigned to use SMS. To view detailed instructions for assigning phone numbers, please see the support article.

United States and Canada Calling Plans

Users in the US or Canada must have one of the following Zoom Phone Calling Plans assigned to use SMS:

• Zoom Phone Metered

• Unlimited, Pro Plus

• Business Plus (US and Canada numbers)

Australia Calling Plans

Users in Australia must have one of the following Zoom Phone Calling Plans assigned to use SMS:

• Zoom Phone Regional Calling Plan for AU/NZ

• Zoom Phone Pro with AU/NZ additional phone numbers

• Business Plus (AU/NZ numbers)

United Kingdom Calling Plans

Users in the UK must have one of the following Zoom Phone Calling Plans assigned to use SMS:

• Zoom Phone Regional Calling Plan for UK/IR

• Zoom Phone Pro with UK/IR phone numbers

• Business Plus (UK/IR numbers)

SMS Limitations

The following limitations apply to Zoom Phone SMS:

• SMS is not supported on physical desk phones.

• SMS is only available in the US, Canada, UK, and Australia. It is not available in New Zealand or Ireland at this time.

• International SMS is only available for US/CA.

• MMS is only available for US/CA.

• Zoom Phone Pro Global Select Unlimited does not support the mobile phone number type.

The Zoom Technical Library is your destination for advanced Zoom product documentation and processes! We understand there are many settings, switches, and knobs available across our platform, and we want to support Zoom platform admins with the best resources we can, so we’ve created this library with systems admins and technical folks in mind. Below is a sneak peek at the types of resources you can expect to see added over time:

The Library currently focuses on Zoom Contact Center content, with plans to expand coverage to additional Zoom products soon. So, whether you’re a seasoned Zoom admin or just getting started, there will be something for everyone. Bookmark this site and check back for updates as we grow this space.

When you’re ready to jump in, use the menu on the left to choose a product, expand its documentation options, and select the resource that best fits your needs.

Network Connectivity Test Tool

The Zoom Workplace desktop app for Mac and Windows includes a built-in Network Connectivity Test Tool that can confirm a user’s device can successfully communicate with Zoom Phone’s data centers.

Windows Zoom Phone Network Connectivity Test

To perform a Zoom Phone network connectivity test on the Zoom Workplace Windows desktop app, perform the following steps:

1. Open the Zoom Workplace app on your desktop.

2. Press Ctrl+Alt+Shift+D to open the Network Diagnostics Tool (requires version 5.13.10 or higher).

3. Click the Phone Test option.

1. On the following screen, click Test.

2. The results will be displayed after completion.

Mac Zoom Phone Network Connectivity Test

To perform a Zoom Phone network connectivity test on the Zoom Workplace Mac desktop app, perform the following steps:

1. Open the Zoom Workplace app on your desktop.

2. Press Cmd+Option+Shift+D to open the Network Diagnostics Tool (requires version 5.13.10).

3. Click the Phone Test option.

4. On the following screen, click Test.

5. The results will be displayed after completion.

Frequently Asked Questions

Users are encouraged to refer to Zoom’s support center for a list of .

Troubleshooting Zoom Phone

Users experiencing issues with Zoom Phone error codes or that require general troubleshooting support are encouraged to review Zoom’s support center for . For other issues not found on the support center, feel free to with Zoom support.

Welcome to Zoom AI Companion Documentation.

July 16, 2025

• Added the Zoom for Blackberry Field Guide

July 15, 2025

• Added the SSO Field Guide

July 8, 2025

• Added the Zoom Customer Experience Bluepaper

• Added the Zoom Phone Bluepaper

July 7, 2025

• Added the Quality of Service and Network Best Practices Explainer

July 2, 2025

• Added the Custom AI Companion Explainer

June 17, 2025

• Added the Zoom and Mitel Phone System Integration Field Guide

• Added the Zoom Phone and Avaya Phone System Integration Field Guide

June 16, 2025

• Added the Zoom Team Chat Migration App Field Guide

June 13, 2025

• Added the Sub Accounts Field Guide

June 9, 2025

• Added the VDI Explainer

June 5, 2025

• Added the Zoom Whiteboard Explainer

• Added the Microsoft 365 Calendaring Field Guide

Due to Zoom Contact Center’s cloud-based architecture, configuring your network for the service is relatively simple. Fundamentally, users need two key factors to begin using the service: a working internet connection and open network ports. So long as users can successfully maintain an active connection with Zoom Contact Center data centers and the necessary ports are not blocked, Zoom Contact Center is ready for use within your network.

However, despite the fundamental simplicity, there are additional networking components to consider as business environments may involve more complex components. The following sections outline some of these scenarios.

Firewall

For a list of firewall ports, protocols, and settings, refer to Zoom’s support center.

Network Segments

When planning your Zoom Contact Center environment, be sure to confirm all network segments (e.g., load balancers, firewalls, custom VLANs, etc.) have sufficient network access as defined in our firewall documentation. Failure to grant necessary connectivity from network segments may impact the user, provisioning, or general Zoom Contact Center experience.

Virtual Private Networks (VPNs)

Zoom Contact Center is supported over a Virtual Private Network (VPN) connection; however, it is important to note that these connections can reduce call quality, extend latency time, and significantly impact your VPN’s bandwidth utilization.

Bandwidth Requirements

The amount of bandwidth required for Zoom Contact Center varies by channel and quality. The following table outlines expected consumption on a per-user basis for video and audio. All values are listed in bits (not bytes) per-second.

Refer to Zoom’s support center for more information on bandwidth requirements.

For Wi-Fi-heavy companies, a Wi-Fi site survey might help

Due to the nature of wireless connectivity, factors such as signal interference, coverage limitations, and bandwidth fluctuations can introduce quality issues, leading to potential disruptions or degradation in communication reliability and clarity. For this reason, businesses that are heavily reliant on Wi-Fi connectivity are encouraged to conduct wireless site surveys, as this can help ensure that wireless access points and antennas are optimized for your facilities, reducing the likelihood of quality-related problems.

This section describes the current limitations of Custom AI Companion. Information provided within this section is accurate as of this document’s publication date, but may change over time. Customers with questions about these limitations or feature availability are encouraged to speak with their Zoom account team for more information.

Custom AI Companion is currently only available for any customer account hosted on Zoom’s United States-based cluster

Customers hosted on Zoom’s United States-based global infrastructure may currently purchase Custom AI Companion for use. Custom AI Companion is not available for customers with accounts hosted on region-specific infrastructure, such as Australia, Canada, or Europe, etc.

Custom AI Companion currently only supports the English language

Custom AI Companion features currently support English only, however, Zoom expects to expand the list of supported languages over time. This limitation does not apply to the script-translation abilities of Custom Avatar Clips.

Custom AI Companion does not currently support Zoom-hosted Model Only (ZMO) LLM processing

Custom AI Companion is not currently compatible with Zoom-hosted Model Only (ZMO) mode for LLM processing.

Custom AI Companion does not currently support data localization or custom regional storage

Customers currently cannot define the storage location for Custom AI Companion data. By default, all data will be stored within the United States.

Introduction

This document is designed to provide readers with a general overview, description, and understanding of Zoom Phone — Zoom’s cloud-based telephony service. Within this document, readers will be presented with a wide range of features available with Zoom Phone, insights into the service's functionality, and information to help set up a new account, including their network environment. While this document aims for thorough coverage, it does not encompass every available feature, as the Zoom Phone team continues to innovate and release new features regularly. Readers with questions are encouraged to speak with their account or sales team for any inquiries related to this product to help ensure a tailored understanding of what Zoom Phone can provide your business.

How to Use this Document

This document is designed to provide you information in bite-size chunks that makes learning a new product easier. Throughout this document, we have done this in two ways:

1. Summarizing explanatory content within the headers, when possible.

2. Listing Zoom Phone’s features and experiences categorically, with small, helpful summaries that break content down into simple concepts, complete with links to relevant support articles.

For example, on the Zoom Phone Overview page you will read that, “Zoom Phone offers three primary service offerings: Native, BYOC Cloud Peering, and BYOC Premises Peering.” The purpose of this header is to provide you with the information up front, so you know the general idea of what you’re reading without requiring you to decipher several paragraphs of text.

In other places, we’ve followed a topical approach, because some features are a little too nuanced to easily summarize in a bite-size header of text. For example, Zoom Phone features like “Auto Receptionists,” “Zoom AI Companion,” and “Security Standards” are listed topically in an effort to make locating them and their relevant content easier. Consequently, when you read the next header, “Zoom Phone Native”, you know that you’re reading about that service offering, and any other important distinctions relevant to it.

At the end of the day, we want this document to be clear, helpful, and informative to you, the reader. For that reason, we’ve included illustrations, recommendations, notes, a few cautions, and many, many links to our support center, so you can always have the most recent instructions for each relevant feature. With that said, we hope this document is invaluable to you as you consider and explore Zoom Phone for your business needs.

A SIP zone is a grouping of voice over IP (VoIP) hardware and resources that is used for managing and routing calls. Zoom Contact Center offers customers hosted on Zoom’s United States-based global service cluster (US01) SIP Zone and PSTN connectivity from the following data centers, enabling users to connect to the most suitable data centers based on their location and needs:

Regional Support

For customers that require data localization and are located in supported regions, Zoom Contact Center supports region-specific accounts. Customers with a region-specific account are forced to initialize all calls from their region’s associated data center and can't utilize SIP zones outside of their account’s region; however, calls and media may continue to connect internationally if required.

The following list details supported regions and region-specific data center locations available with Zoom Contact Center:

This section provides an overview of core components available with Zoom Contact Center. The information provided within this section is designed to introduce concepts from the perspective of the big picture and provide insight into how the various pieces fit together. With that in mind, readers should be aware that while the product is easily understood from the big picture, focusing on larger pieces of infrastructure, those same pieces are typically made up of smaller pieces that must be built first. That is to say, the content of this section introduces the core concepts in a forwards capacity, but these pieces must be practically built backwards for them to work. More information on this is discussed within the Building Your System section.

Overview

The following diagrams provide an overview of Zoom Contact Center’s components. The first diagram provides a high level overview of its components in the broadest terms and is intended for a fundamental understanding of the product. The second diagram provides a detailed view the same components, showcasing how the underlying pieces contribute to the greater structure of the product.

Overview Diagram - High Level

Overview Diagram - Detailed Level

ZPLS is an on-premises virtual appliance that can connect internal phone calls between users in a common Site when Zoom data centers are unreachable

The ZPLS module is an on-premises appliance that allows users within the same Site, connected by a common network, to place phone calls to each other when Zoom data centers are unreachable. This creates a survivability solution for business continuity in the event of a network outage or your network disconnects from Zoom Phone data centers.

ZPLS also supports cross-Site calling when ZPLS appliances for each Site are connected to a common network

On its own, a ZPLS module provides survivability to users within a common Zoom Phone Site. However, multiple ZPLS modules connected through a local, campus, or wide-area network can support cross-Site communication, connecting users from different Sites during a survivability event so long as the internal network remains operational.

Customers can integrate ZPLS with an SBC to make and receive PSTN calls when Zoom data centers are unreachable

Customers can integrate the ZPLS module with a session border controller (SBC) for external public switched telephone network (PSTN) connectivity when Zoom data centers are unreachable. This allows users with PSTN numbers provided by Zoom or third-party BYOC carriers to receive inbound calls from external parties when call forwarding for survivability is enabled in the cloud, and to place external phone calls regardless of local network conditions or Zoom data center availability.

ZPLS supports Survivability Distribution Groups, providing nuanced call routing capabilities during a survivability event

ZPLS modules support Survivability Distribution Groups (SDGs) for nuanced call-routing configurations during a survivability event. With SDGs, a business can route internal and inbound PSTN calls to an individual user, a group of users (similar to a Call Queue or shared group), an IVR menu, another phone number, or, if necessary, another SDG.

Although SDGs do not provide the same full-featured functionality as standard-operation Call Queues, shared line groups, or Auto Receptionists, SDGs can continue to support a business’ critical call routing needs until normal operations are restored.

Overview Diagram

The following diagram demonstrates the network ports and data flows used with a ZPLS module and an SBC configuration.

Refer to Zoom’s support center for more information on .

Custom AI Companion Overview

Custom AI Companion enables businesses to customize Zoom AI Companion for their specific operational needs

As AI becomes a deeper part of daily workflows, businesses need solutions that reflect their unique processes, language, and goals. Rather than relying on one-size-fits-all models, Zoom’s Custom AI Companion empowers organizations to expand on Zoom AI Companion’s core capabilities, and tailor its knowledge to fit their specific needs—delivering more relevant insights, smarter automation, and stronger alignment with the way they work.

Custom AI Companion expands the capabilities of Zoom AI Companion through six key features

Custom AI Companion gives businesses tools to tailor their employees' AI Companion experiences to their unique workflows and content. These features are briefly highlighted below, with more exhaustive descriptions further within the document.

Custom Meeting Summary Templates

With Custom Meeting Summary Templates, businesses can create custom post-meeting summaries that align with your organization’s specific style, priorities, and format through customizable templates and prompts.

Custom Dictionary

Custom Dictionary enables AI Companion to recognize and better transcribe unique terms, including company-specific names, industry terminology, and specialized vocabulary. This helps meeting summaries and transcripts reflect the unique language, names, and terms essential to your business operations and industry context.

Custom Avatars

With Custom Avatars, users can create AI-generated video clips using pre-set avatar personas, or create a custom avatar that reflects their likeness. Once created, users can create videos by uploading a transcript in any supported language and watch the avatar come to life.

Knowledge Collections

Knowledge Collections allow organizations to enhance Zoom AI Companion responses with trusted, organization-specific content—such as internal documentation, knowledge bases, or indexed data sources—so that responses are grounded in the context of the business. By integrating these knowledge collections, AI Companion can deliver more relevant and tailored answers.

Third-Party Application Skills

With Third-Party Skills, Zoom AI Companion can interface with external applications to perform actions within those systems, acting as an extension of the user across platforms. Rather than simply surfacing information, AI Companion can now drive execution—helping to initiate tasks, update records, and follow through on next steps—all without requiring the user to leave their current workflow.

AI Companion for Third-Party Meetings

AI Companion for Third-Party Meetings extends Zoom AI Companion’s meeting summary capabilities to meetings hosted on other platforms, such as Microsoft Teams or Google Meet. This allows users to benefit from consistent, high-quality meeting summaries across their entire calendar, when meeting on a supported third-party platform.

Zoom Custom AI Companion is available as a per-user licensed add-on

Zoom Custom AI Companion is available as a per-user licensed add-on, meaning organizations can assign this license on a user by user basis. Those with the license will gain access to Custom AI Companion’s features, while paid license users without the add-on will continue to have access to AI Companion’s standard features.

Custom AI Companion includes the AI Studio, where account admins configure AI Companion for Custom AI Companion license holders

Zoom AI Studio serves as the dedicated configuration hub within the Zoom web portal where account administrators can access Custom AI Companion settings and tailor the AI experience to align with their organization's specific requirements. Within AI Studio, admins can create a custom dictionary to refine outputs, upload knowledge collections for better contextual awareness, and create custom meeting summary templates.

AI Studio is intended for admins, not end users

While all users with Custom AI Companion licenses may benefit from the enhanced AI capabilities, AI Studio serves as the primary environment where account administrators—not end users—configure customizable features. Once the customizations are published, licensed users will have access to Custom AI Companion features consistent with admin permissioning.

The Zoom Assistant is a lightweight widget that runs on a user's desktop as an extension of the Zoom Workplace app, offering Zoom Phone Pro and Licensed users a consolidated phone interface.

With docking capabilities, the Zoom Assistant remains hidden when not in use, and extends when hovered over with a cursor or when there's an active call. This compact design grants users full use of their desktop space while working, allowing them to minimize the Zoom Assistant panel when it's not in use.

With this always-available tool, users can simplify their workflows and processes in conjunction with virtually any other application, granting flexibility and ease of use. Core features of the Zoom Assistant include:

Refer to Zoom's support center for more information on or the Zoom Assistant.

Zoom Phone is not a cell phone replacement

Zoom Phone Native numbers and numbers that are ported into Zoom Phone are almost always considered Voice over IP (VoIP) phone numbers and may have different capabilities compared to numbers classified as mobile-only within certain countries.

For instance, two-factor authentication providers may not support VoIP phone numbers. Consequently, if a mobile number associated with two-factor authentication is ported into Zoom Phone, the user may no longer be able to approve authentication prompts. Additionally, Zoom Phone requires a data connection, e.g., Wi-Fi or 4G/5G, to make and receive calls from a mobile device. Users cannot make a cellular signal-based phone call without an existing data connection.

Zoom Phone does not offer virtual phone numbers

Zoom Phone does not offer or support dialing with virtual phone numbers. Further, customers cannot port-in virtual numbers, as any number ported into Zoom Phone must meet .

For Wifi-heavy companies, a Wifi Site survey might help

Due to the nature of wireless connectivity, factors such as signal interference, coverage limitations, and bandwidth fluctuations can introduce quality issues, leading to potential disruptions or degradation in communication reliability and clarity. For this reason, businesses that are heavily reliant on Wi-Fi connectivity are encouraged to conduct wireless site surveys, as this can help ensure that wireless access points and antennas are optimized for your facilities, reducing the likelihood of quality-related problems.

Power or internet loss can impact emergency services availability

Because Zoom Phone is a VoIP telephony provider, devices require internet connectivity to make and receive phone calls. Consequently, in the event of an emergency, including the loss of power or local internet, analog telephony adapter-enabled devices may be unable to make outbound calls.

To account for these scenarios, businesses are encouraged to have alternative telephony services for emergency resources—like security, fire, and elevator lines—through an analog telephone line or 4G/5G connectivity from a mobile device.

Phone numbers cannot be easily or dynamically moved between accounts, including sub-accounts

Zoom Phone Native phone numbers and numbers ported into Zoom Phone are not dynamically transferable between accounts, including sub-accounts. For accounts that require transitioning phone numbers between sub accounts, refer to Zoom’s support center for instructions on .

Forwarding calls to external numbers can incur metered rate fees for the duration of the call

In some circumstances, forwarding calls to external numbers across the PSTN may result in additional charges at a metered call rate. This primarily happens when a Call Queue, Auto Receptionist, or user with a metered calling plan forwards a call to an external number, like an after-hours, third-party contact center or a personal cell phone. In these circumstances, the account will incur charges for the duration of the forwarded call.

Users and Zoom Phone admins must agree to the potential charges before saving any PSTN-forwarding capable configuration; however, account admins can ahead of time, including removing this capability altogether.

As an alternative to cloud peering, Zoom Phone also supports a Bring Your Own Carrier (BYOC) premises peering (BYOC-P) service model, where a business connects their on-premises hardware—specifically, a session border controller (SBC) connected to a carrier—with Zoom Phone's cloud PBX system.

With this service model, businesses continue to have access to Zoom Phone's cloud PBX features, like Call Queues, Auto Receptionists, number assignment, etc., while the underlying PSTN connections are handled by the company's chosen provider. This service model is nearly identical to Zoom Phone's Cloud Peering model (BYOC-C), with the exception that the customer provides and maintains their own supported SBC to peer with Zoom Phone's data centers, instead of the underlying carrier.

With premises peering, service areas are determined by the customer's chosen telephony service provider

Unlike the Zoom Phone Native and cloud peering services, which contain general lists of serviceable countries and territories, premises peering service areas are determined by the customer's chosen telephony service provider. Businesses are encouraged to consult with their chosen telephony provider to ensure their coverage will meet their business needs.

Zoom Phone Premises Peering Network Design

Zoom Contact Center is designed with an active-active architecture for reliability and resiliency.

The following sections provide a general overview of Zoom Contact Center’s architecture.

Zoom Contact Center Data Center SIP Zones

In an active-active architecture, resiliency and redundancy are key. To support the voice channel and telephony needs, each Zoom Contact Center data center features two identical, interconnected SIP zones equipped with dedicated hardware and services for independent resiliency and sustainability.

During normal operations, a load balancer evenly distributes calls between both SIP zones within a data center. Within each SIP zone, calls are equitably distributed among a cluster of call switches, which are responsible for various functions such as call routing, setup, and teardown. From the call switches, calls connect to a Session Border Controller (SBC) within each zone, which either connects to Zoom's underlying network of providers or the customer-provided carrier (BYOC-P) for PSTN routing until the call reaches its final destination.

Within this framework, each integral piece of architecture—i.e., SBCs, load balancers, and call switches—is supplemented with redundant hardware on standby for resiliency. In the event that one SIP zone experiences a service-impacting event, a call’s active media, signaling, and registration will failover to the other zone for uninterrupted service. Further, because Zoom strives for no greater than 50% capacity within each SIP zone at any given time, in the event of a service-impacting event within a SIP zone, calls should failover to the opposing zone without issue until standard operations resume.

The following diagram illustrates a SIP zone’s active-active architecture design at a high level:

Zoom Contact Center Data Centers At Large

From a physical perspective, Zoom's presence in data centers are located within highly secure colocation facilities with physical security, redundant power and cooling systems, and access to leading carrier-neutral internet service providers (ISPs) and peering partners.

From a technological perspective, Zoom’s presence in data centers are built with fault-tolerant architecture, including full redundancy and rapid failover capabilities from a primary data center to a secondary data center, to enhance reliability and minimize downtime across all contact center channels.

In the unlikely event of a complete data center outage or service-impacting event, Zoom Contact Center media, signaling, and registration information may be temporarily lost, requiring a convergence on the standby, secondary data center. In such cases, voice channel sessions will re-register with the secondary data center, directing all incoming calls through the location's backup carrier. Subsequently, all new calls will be processed through the secondary data center and its relevant active-active zones until service is fully restored. Following the restoration of service, a maintenance window will be employed to return operations to normal at the appropriate primary data center.

The following image illustrates Zoom’s data center redundancy design at a high level:

Readers are encouraged to refer to Zoom’s and sites for additional information on service availability.

This document is designed to provide readers with a general overview, description, and understanding of Zoom Contact Center and the Zoom Customer Experience product suite, including Zoom AI Expert Assist, , , and Zoom Virtual Agent.

While this document aims to provide thorough coverage, it doesn't encompass every available feature, as the Zoom Contact Center and other product teams continue to innovate and release new features regularly. Readers with questions are encouraged to speak with their account or sales team for any inquiries related to this product to help ensure a tailored understanding of what Zoom Contact Center can provide your business.

Zoom Contact Center

Zoom Contact Center provides businesses with an omnichannel solution designed to meet the demands of modern customer engagement by offering a diverse set of tools that enhance the contact center experience. From comprehensive communication channels to customizable workflows, the platform enables businesses to create efficient, meaningful, and impactful interactions.

Zoom Contact Center’s versatility is further enhanced by powerful add-on solutions including , , AI Expert Assist, and Zoom Virtual Agent, equipping agents and supervisors with the tools needed to streamline operations and deliver exceptional service. With Zoom’s AI Companion, businesses gain access to advanced analytics and intelligent tools that allow them to stay ahead of customer needs and drive satisfaction. Additionally, a robust suite of reporting capabilities provides organizations with actionable insights into performance metrics, supporting data-driven decision-making and fostering continuous improvement.

With its flexible solutions, AI-driven features, and commitment to innovation, Zoom Contact Center helps empower organizations to boost efficiency, enable teams, and build stronger, more meaningful relationships with their customers.

How to Use This Document

This document is designed to provide you information in bite-size chunks that makes learning a new product easier. Throughout this document, we have done this in two ways:

1. Summarizing explanatory content within the headers, when possible.

2. Listing Zoom Contact Center’s features and experiences categorically, with small, helpful summaries that break content down into simple concepts, complete with links to relevant support articles when possible.

For example, on the following page you will read that, “Zoom Contact Center supports a native service and Bring Your Own Carrier Premises-Peering (BYOC-P) service model.” The purpose of this header is to provide you with the information up front, so you know the general idea of what you’re reading without requiring you to decipher several paragraphs of text.

In other places, we’ve followed a topical approach because some features are a little too nuanced to easily summarize in a bite-size header of text. Consequently, if you first read the header “Zoom Contact Center supports a native service and BYOC offering,” and then read the next header, “Native Service,” you know that you’re reading about that topical service offering and any other important distinctions relevant to it.

At the end of the day, we realize this document contains a lot of information, and we’ve done our best to organize it in a way that makes it clear, efficient, helpful, and informative to you, the reader. For that reason, we’ve included illustrations, recommendations, notes, a few cautions, and many, many links to our support center, so you have the most recent instructions for each relevant feature. With that said, we hope this document is invaluable to you as you consider and explore Zoom Contact Center for your business needs.

This section outlines the user experience for getting started and familiar with Zoom Contact Center, Zoom Workforce Management, Zoom Quality Management, Zoom AI Expert Assist, the Zoom web portal, and the Zoom Workplace app. After reading this section, you can expect to be familiar with common in-app and web-based settings and features central to using Zoom Contact Center and its add-ons as an agent.

This section provides an overview of administering Zoom Contact Center within your company account, including licenses, roles, provisioning, and general Zoom Contact Center settings.

This section provides an overview of the supervisor experience within Zoom Contact Center, Zoom Workforce Management, and Zoom Quality Management. After reading this section, you can expect to be familiar with common tools and features central to using these products.

Using the Zoom Workplace App

Similar to agents, to use Zoom Contact Center within the Zoom Workplace app the supervisor must begin a work session. From there, supervisors can transition into custom statuses to avoid skewing metrics for the “Not Ready” status.

The Phone tab in the Zoom Workplace app serves as the main location to utilize Zoom Phone for both mobile and desktop users. From the Phone tab, users can make and receive calls, view call history, access voicemail, view shared lines, and send SMS/MMS messages.

Making Calls

After opening the Phone tab, users can make outbound calls using the dialpad, searching by name or contact or typing in the phone number. When typing or searching by name, internal and external user contacts will automatically display and filter as the criteria narrows based on user input. Additionally, if a user is assigned more than one line—like they would with Call Delegation, a Shared Line Group, or Call Queue—they can select their outbound caller ID before making the call.

Live Call Menu

While a call is live, users can access a variety of call menu options, including:

Zoom Workplace App Call History

From the History tab, users can review their recent call history, including the ability to filter their history by several criteria, including missed calls, recorded calls, or calls from a specific line.

Voicemail & Videomail

From the Voicemail tab, users can access their voicemail and videomail messages, including the ability to filter their messages marked as read, for follow up, or messages received on a specific line.

Additionally, when viewing a message, users can see transcriptions, AI-generated tasks (if enabled), and other general call information.

Lines

From the Lines tab, users can see shared phone lines they have access to, such as phone numbers associated with Call Delegation or a Shared Line Group.

SMS / MMS

From the SMS tab, users with a sufficient can send and receive text messages to individuals or up to 10 numbers at once. Users with a Zoom Phone Power Pack add-on can also send text messages from a Call Queues' or Auto Receptionist's phone number if .

Refer to Zoom's support center for more information on .

Data Residency

For Zoom Phone-specific data residency, there are two distinct categories of data that cover different components of the service: Diagnostic Data and Customer Content Data. Each of these data types has different rules governing their residency, which are discussed in the following sections.

Diagnostic Data

Diagnostic Data is data automatically generated or collected by Zoom through use of the Zoom service. For Zoom Phone, Diagnostic Data includes phone call, SMS/MMS, voicemail, videomail, and voice recording metadata, telemetry data (e.g., product usage and system configuration), and other service-generated data (e.g., information to provide a service requested by the end user).

Details of how Diagnostic Data and its sub-categories are collected and handled are provided within the and Zoom's . Customers with outstanding questions are encouraged to speak to their Zoom account team for more information.

Customer Content Data

Zoom Phone Customer Content Data is the data your users record or share during a phone call, including voice/video, transcripts, recordings, voicemail, videomail, and SMS/MMS.

Where this data is stored can depend on several factors and may vary depending on account, group, and user settings or call routing tool-specific settings. However, it is important to note that all call recordings will be temporarily stored and processed in the SIP zone region where the user's device is registered before it is moved to its permanent data storage location. For instance, if a user's applicable content storage is set to Germany but they are registered to a SIP zone in the U.S., the call will be recorded and processed within the U.S. data center before being transferred to long-term storage in Germany.

The following table outlines which pieces of data in Zoom Phone are customizable for residency and which are located within the account's provisioned cluster.

Defining Storage Location Settings

Zoom offers all paid customers regional data storage for applicable types of Customer Content—which is configurable at the account, group, and user levels—and for each unique Auto Receptionist, Call Queue, and Shared Line Group.

For these various groups and call-routing tools, customers can choose to store applicable Zoom Phone Customer Content in the following locations:

Refer to Zoom's support center for more information on .

Data Retention

Zoom Phone Customer Content Data is retained in the cloud indefinitely by default. However, customers can customize their data retention settings to between 1 and 4,000 days (approximately 11 years) for the following items:

Customers can also define deletion behavior, with the option initially "soft delete" data, leaving it in a recoverable state for up to 30 days before it is permanently deleted. Alternatively, customers can set it to permanently delete after the set time without a "soft delete" period.

Refer to Zoom's support center for more information on customizing the "" Zoom Phone policy.

Information Barriers

Zoom Phone provides features for Information Barriers, assisting customers in managing user communication policies and fulfilling regulatory obligations. This includes preventing specific groups of users with sensitive information from communicating with others unauthorized to access this data.

Within Zoom Phone, users blocked by Information Barriers are unable to search, call, or text other members of affected groups. Attempting these actions will prompt an error message indicating restricted communication between certain groups and users. Furthermore, blocked users cannot invite other members of the affected group into a meeting using Zoom Phone.

Refer to Zoom's support center for more information on .

End-to-End Encrypted Calling

Zoom Phone supports end-to-end encrypted (E2EE) calls between two Zoom Phone users within the same account, so long as both users meet specific requirements. This offers users an extra layer of privacy and confidentiality to their Zoom Phone calls, and can be quickly enabled so long as both users are calling from a supported Zoom app or device.

Refer to Zoom's support center for more information on and end-to-end encrypted calling. For more information on Zoom Phone's end-to-end encryption practices, refer to .

Zoom Phone Privacy Data Sheet

Zoom has provided the , which describes Zoom's process for handling personal data and other data handling practices. Readers are also encouraged to refer to Zoom's .

Certifications, Attestations, and Standards

Zoom maintains a list of Certifications, Attestations, and Standards within our .

Zoom’s Professional Services and Certified Channel Partners

Zoom’s Professional Services Organization (PSO) and certified channel partners offer businesses assistance with transitioning to Zoom solutions, including Zoom Phone. These groups can help businesses assess their transitional needs, develop and implement deployment plans, and provide on-site technical services during the Go-Live process.

With multiple tiers of service available, Zoom’s PSO team can help transitioning Zoom Phone customers with the following services:

Customers interested in retaining the Professional Services Organization are encouraged to refer to for more information or speak with their Zoom account team.

A Phased Approach

Customers transitioning to Zoom Phone without assistance from third-party companies or Zoom’s Professional Services organization may benefit from a slower, transitional phased approach. This may include moving users over to Zoom Phone in a segmented or percentage-based approach, like moving users over one Site at a time, or moving 5% of their users in daily or weekly increments, depending on the quantity of users. Benefits of a phased approach include:

1. Minimized Disruption: Gradually transitioning users minimizes disruption to daily operations. Users can adapt to Zoom Phone gradually, reducing the risk of productivity loss associated with sudden changes.

2. Risk Management: By phasing the migration, your business can identify and address any issues or challenges that arise in each phase before proceeding to the next. This proactive approach reduces the risk of encountering major problems across the organization.

3. User Adoption: Users are more likely to embrace the new system when they have time to adjust gradually. Training and support resources can be provided incrementally, so users feel comfortable with the new technology.

4. Resource Allocation: A phased approach allows organizations to allocate resources more efficiently. IT staff can focus on supporting a smaller group of users during each phase, so they receive adequate assistance and troubleshooting support.

5. Evaluation and Feedback: Each phase of the migration provides an opportunity to evaluate the performance of the new system and gather feedback from users. This feedback can inform adjustments and improvements as the migration progresses.

6. Flexibility: Phasing the migration provides flexibility to adapt the implementation plan based on real-world experiences and feedback. Organizations can make adjustments as needed to ensure a successful transition for all users.

Overall, a transitional phased approach to adopting Zoom Phone can help organizations manage risk, promote user adoption, and make a smooth transition to the new technology.

Bring Your Own PBX

For customers with existing on-premises PBX systems, utilizing Zoom Phone’s Bring Your Own PBX (BYOP) service model can simplify the transitional period between on-premises and cloud-based users.

With the BYOP service model, customers connect their on-premises PBX with Zoom Phone’s cloud-based PBX through a set of configurable routing rules. Once this integration is configured, users can continue to dial users with consistent workflows, such as dialing their extension or numbers on speed dial. Due to the back-end routing rules connecting the on-premises PBX and Zoom Phone, when a user dials an extension, the relevant PBX will automatically query both the on-premises and Zoom Phone PBX for the user with the dialed extension and will connect the call accordingly if a user is found.

This service model is most commonly used as an intermediary step for customers transitioning from an on-premises system to one of the . Once all users have migrated from the on-premises system to Zoom Phone, the on-premises system can be safely decommissioned or put on standby.

The following example illustrates the benefits of this service model for a transitory period, while an account begins their full conversion process.

BYOP Network Design

Zoom Contact Center is Zoom’s cloud-based solution designed to meet the customer engagement needs for businesses of any size. Featuring an intuitive, web-based admin interface for managing settings, policies, and Flows, along with a cloud-based architecture that replaces traditional, on-premises telephony systems, Zoom Contact Center simplifies customer interactions.

This section provides an overview of Zoom Contact Center’s services, architecture, design, network requirements, security standards, supported devices, features, licenses, and more. After reading this section, you can expect to gain a high-level understanding of Zoom Contact Center’s fundamental design elements and functionality.

Zoom Contact Center Is an Enterprise-Grade, Omnichannel Contact Center Solution

Zoom Contact Center is an enterprise-grade, omnichannel contact center solution that integrates with Zoom’s unified communications platform. Designed to enhance customer experiences, Zoom Contact Center can deliver prompt and personalized service across a robust suite of channels, including video, voice (phone), email, and messaging (SMS, social media, and web chat). With its user-friendly interface and advanced analytics, Zoom Contact Center enables teams to efficiently manage customer interactions, streamline workflows, and enhance collaboration across the organization.

Zoom Contact Center Includes Native Voice Service and Also Supports a Bring Your Own Carrier Premises-Peering (BYOC-P) Service Model

Zoom Contact Center supports two service models: Zoom Contact Center’s native service utilizing Zoom’s infrastructure, and a Bring Your Own Carrier Premises-Peering (BYOC-P) model utilizing a business’s on-premises SBC (session border controller) in conjunction with parts of Zoom Contact Center’s infrastructure. The details of these services are described in the following sections.

Native Service

Zoom Contact Center’s native service utilizes Zoom’s cloud architecture for engagement routing, handling, and connections between consumers (i.e., your business’s customers) and agents (i.e., your employees) across four distinct channels: voice (phone), video, messaging (SMS, social media), and email. Components of these channels are provided below.

The voice channel provides voice calling capabilities within the Zoom Contact Center environment. Calls are routed through Zoom’s cloud architecture, connecting consumers to agents via the public switched telephone network (PSTN) or directly over the internet when supported. This service helps ensure high-quality audio communication with calls managed securely in the cloud, eliminating the need for businesses to rely on on-premises telephony equipment or systems. Instead, agents require only a working internet connection, a supported Zoom Contact Center client or interface, and a supported license to begin making or receiving calls. The video channel allows consumers to connect face-to-face with support agents, fostering a more personal and engaging experience. Consumers can access video interactions through the Zoom Workplace app or via a Software Development Kit (SDK) embedded in a business’s website or iOS/Android application. This flexibility enables seamless video support without requiring consumers to leave the company’s web environment, creating an integrated support experience that enhances accessibility and convenience.

The messaging channel enables text-based communications over SMS and popular messaging apps, including WhatsApp and Messenger by Meta. By supporting these widely used platforms, Zoom Contact Center helps ensure that consumers can reach out using the apps they’re already comfortable with. Messages sent through these channels are handled directly within the Zoom Contact Center, streamlining customer service processes while providing a versatile, multi-app approach to customer engagement.

The email channel allows businesses to handle consumer inquiries and communications through email (via Google or Office 365), offering a structured and efficient way to manage asynchronous interactions. Consumers can send inquiries, feedback, or service requests to a designated email address, which are then routed to the appropriate agent or team based on predefined criteria.

Together, these channels support a flexible, unified service experience that accommodates diverse consumer preferences and enhances engagement across multiple communication methods.

Zoom Contact Center Native Network Design

Bring Your Own Carrier—Premises Peering

As an alternative to Zoom Contact Center’s native service, Zoom offers a Bring Your Own Carrier Premises-Peering (BYOC-P) model for the voice and SMS channels. With this model, businesses can connect an SBC with Zoom Contact Center and utilize a separately contracted telephony carrier for PSTN services. Under this model, Zoom is the provider of the non-telephony elements.

Through this setup, organizations can route calls and messages though their established telephony carriers while still accessing Zoom Contact Center’s robust cloud-based features—such as advanced routing, call handling, Flows, Queues, and Campaign management—and maintaining control over PSTN connections through their chosen carrier. Because carrier interactions are managed externally, organizations are responsible for troubleshooting and supporting their telephony systems, as Zoom has limited visibility into the carrier’s network and operations.

Zoom Contact Center and BYOC-P Network Design

Supported Devices

Zoom Contact Center is supported natively on the following platforms:

As of the date of this document’s publication, Zoom Contact Center doesn't currently support IP phone compatibility. If this feature is important to your business, speak with your Zoom account team for more information.

This section discusses the Asset Library, including System Assets, Agent Assets, and the Archive; as well as Dispositions.

Asset Library

The Asset Library allows accounts to upload various materials for use with other Zoom Contact Center features, such as Queues, Flows, Campaigns, Waiting Rooms, and more.

Refer to Zoom’s support center for more information on .

System Assets

System Assets are available for use in Campaigns, Flows, Inboxes, Waiting Rooms, preferences, and Queues. The following types of System Assets are supported:

Agent Assets

Agent Assets can be assigned in Queues for agents to share with consumers. Currently, Agent Assets are limited to Saved Reply templates.

Archive

The Archive is a temporary storage for deleted assets. After 30 days within the Archive, assets will be permanently deleted from your Zoom Account.

Dispositions

Within Zoom Contact Center, Dispositions are used to categorize and label the outcome of consumer interactions, providing valuable data for reporting and follow-up actions. After a call or interaction, agents select a disposition code that best describes the result, such as “Resolved,” “Follow-Up Needed,” or “Escalated,” and can be automatically selected for agents with the AI Expert Assist add-on. These codes help track performance, identify trends, and streamline next steps.

Refer to Zoom’s support center for more information on .

Disposition Tiers: Used to collect more information

Multi-Tier Dispositions allow for more detailed categorization by enabling agents to select from multiple levels of outcomes. For example, an agent might first choose a broad category like “Technical Support” and then drill down into a more specific outcome such as “Software Issue” or “Hardware Malfunction.” However, while multiple tiers are supported, only one disposition can be selected per engagement.

Disposition Sets: Different dispositions for different contexts

Disposition Sets are predefined collections of disposition codes tailored to specific interaction types, departments, or Campaigns. For instance, a sales Queue may have a different set of dispositions than a customer service Queue, helping ensure that agents have relevant options for their specific workflows.

This section discusses Waiting Rooms, Voicemail Inboxes, and Consumer Engagement Surveys.

Waiting Rooms: Branding for the Video Consumer Experience

Within Zoom Contact Center, the Waiting Room for the video channel provides a virtual space where consumers can wait before connecting with an agent. In this context, the Waiting Room acts as a holding area, offering a branded and customizable experience where businesses can display messages, videos, or other content to engage and inform consumers during their wait. In other situations, the Waiting Room can also be used to communicate with consumers via chat before the interaction begins, such as a nurse asking a patient a question before a doctor joins the session.

The Waiting Room also helps manage consumer Flows by giving agents the ability to admit participants when ready, helping to ensure that interactions are handled smoothly and without overlap. This function enhances customer experience by setting clear expectations for wait times and providing relevant information while consumers wait for service.

Refer to Zoom’s support center for more information on .

Inbox: Voicemail Inboxes for Consumer Follow-Up

Zoom Contact Center offers unlimited voicemail Inboxes, enabling businesses to route consumers to a specific Inbox based on the flow they followed within the system. This allows consumers who are unable to connect with a live agent to leave a voice message in the appropriate Inbox, helping facilitate timely follow-up.

Once an Inbox is created, account admins can to grant access to certain Queue members and using the Flow editor.

Configurable settings for Inboxes include:

Refer to Zoom’s support center for more information on and Zoom Contact Center Inboxes, and .

Consumer Engagement Surveys: Collecting Feedback from Voice, Video, and Messaging Channels

Zoom Contact Center engagement surveys help businesses create and deploy surveys that gather and analyze feedback for action. Administrators can design surveys with various question formats, including multiple-choice or open-ended responses, and link them to voice or video Queues. Admins can also set role-based permissions for accessing survey results through the contact center’s analytics dashboard.

When configured for a Queue, consumers are presented with surveys after the conclusion of a voice, video, or messaging engagement. Once the interaction ends—or after a set time based on Queue settings—consumers will be prompted to respond to survey questions. For voice engagements, they can answer single-choice questions or provide ratings using DTMF or speech, and offer detailed feedback verbally. This seamless integration of feedback collection helps ensure businesses can continually improve their service and the consumer experience.

Refer to Zoom’s support center for more information on .

This section provides a brief overview of the agent experience within Zoom Workforce Management.

Viewing the Schedule

From the web portal, Zoom Workforce Management agents can view their published schedules, including their scheduled Activities for the duration of their shifts. If authorized, agents can also use this screen to view the schedules of other agents within the same Scheduling Group.

Schedule Change Requests

If authorized, agents can request to add, change, or delete their scheduled Activity or an Activity’s start/end time from their Schedule. This grants agents flexibility to request ad-hoc changes to their schedule in the event of unforeseen circumstances or to move a break to a different time. If approved by a supervisor, this will automatically apply the modified Activity to the user’s schedule.

Refer to Zoom’s support center for more information on .

Out-of-Office Requests

Similar to Schedule Change Requests, agents can use the Zoom Workforce Management web portal to request time off. If approved by a supervisor, this will automatically apply the relevant out-of-office Activity to the user’s schedule.

Refer to Zoom’s support center for more information on .

This section provides an overview of the agent experience within Zoom Quality Management.

Notification of an Evaluation

Based on account settings, agents may receive email notifications when a supervisor evaluates an interaction, with options to require agent acknowledgment or simply inform them.

Responding to an Evaluation

After receiving an evaluation, users can review it for feedback and reflection, with the option to acknowledge or dispute the evaluation.

If an evaluation is disputed, the evaluator will receive an email notification and be provided an opportunity to respond to the agent’s feedback by re-evaluating the interaction or re-affirming the score.

Analytics and Reporting

See the section.

Special Note on Wallboards

Wallboards are digital displays that provide real-time updates on key contact center performance metrics, such as call volume, wait times, and agent availability. Wallboards can give both supervisors and agents a clear view of the center’s status and overall performance, and are often publicly displayed for easy monitoring by the entire team.

Given the significant role wallboards play in supporting operational awareness, this section is devoted to highlighting as an important feature within the Reporting and Real-Time Analytics section.

Refer to Zoom’s support center for more information on .

Zoom Contact Center supports user roles specific to the service, allowing account administrators to provide users with precise levels of access to Zoom Contact Center features as required, without granting elevated access to other parts of a company’s account.

By default, there are three roles that are non-customizable with default settings; however, Zoom Contact Center administrators can create custom roles with refined access if necessary. The following table outlines the default roles available with the service:

Refer to Zoom’s support center for more information on .

This section discusses managing call routing and distribution components, and managing and assigning and phone numbers.

Managing Call Routing and Distribution Components

Account administrators and authorized users with appropriate role permissions can design, edit, and oversee Zoom Contact Center’s call routing and distribution components via the Zoom web portal. These components, along with design and implementation considerations, were previously addressed in the section, along with links to Zoom’s support center containing instructions and procedures for creating, editing, and managing each tool.

Managing and Assigning Phone Numbers

Zoom Contact Center customers have a variety of choices for managing and assigning phone numbers within their account. To assist with these processes, this section explores the administrative tools available for managing and allocating phone numbers within Zoom Contact Center, including number porting, using Zoom-provided numbers, and assigning numbers to Contact Center Services.

Obtaining Zoom-Provided Numbers

Zoom attempts to maintain a list of available numbers for certain regions and area codes for businesses that are not porting numbers into Zoom Contact Center or who may simply need additional phone numbers. Businesses can select these numbers from the available pool and add them to their account at any time. Once selected, numbers from the available pool become exclusively associated with the account unless they are released, removed, or ported out.

Refer to Zoom’s support center for information on .

Phone Number Requests

In circumstances where Zoom doesn't have numbers available for use via the self-service process, businesses can request that Zoom locate numbers for use with the service.

Refer to Zoom’s support center for more information on .

Porting Phone Numbers

Zoom works with telecommunication carriers when possible to port existing numbers into Zoom Contact Center; however, this process may vary depending on the country of origin and the quantity of numbers required to be ported.

Readers are encouraged to review phone number requirements for the , and before submitting a .

Assigning Phone Numbers

Within Zoom Contact Center, account admins can assign phone numbers for multiple purposes, such as serving as entry points for both voice and SMS Flows, enabling consumers to use the same number for calls or texts, a dedicated phone number for video engagement dial-ins, or sending outbound SMS messages.

Refer to Zoom’s support center for instructions on how to for any of these options.

This section discusses how to enable and configure cobrowse, as well as integrations and the address book.

Enabling and Configuring Cobrowse

Zoom Contact Center’s cobrowse feature allows consumers to share their current web screen with an agent, avoiding full-screen sharing and reducing the risk of unintentionally exposing private or sensitive information. Unlike standard screen sharing, which may reveal all apps and programs running on a user’s device, cobrowse limits visibility to the current web screen on a per-URL basis, hiding other operating system or browsing activities beyond the designated pages. This feature is especially helpful for agents assisting consumers with complex forms or navigating web pages, as it includes on-screen annotation tools and privacy-focused features like data masking to prevent sensitive information—such as credit card details or personal health information—from appearing in recordings or being viewed by agents.

Refer to Zoom’s support center for more information on cobrowse for your website and account.

Integrations

The Integrations menu is the central location for managing most integrations with Zoom Contact Center. The following sections describe the various sub-menus available from the Integrations screen.

Applications

The Applications tab is the primary location for integrating Zoom Contact Center with other applications, such as Salesforce, Zendesk, ServiceNow, Zoom Contact Center Smart Embed, and more.

Integration Bots

The Integration Bots tab is where account admins can authorize external bot services like ServiceNow, Google Dialogflow, and Amazon Lex with Zoom Contact Center. Use of this screen is typically prompted by the configuration instructions for each provider.

Messaging

The Messaging tab is where an account admin can integrate their brand’s Meta business account with Zoom Contact Center using Messenger by Meta. Once integrated, consumer engagements can be routed to Zoom Contact Center for agent assignment and handling.

Refer to Zoom’s support center for more information on integrating with Zoom Contact Center.

Address Books

The Address Books menu is the primary location for creating and managing contact lists within Zoom Contact Center. From this screen, account admins can create and manage their address books in two ways: by creating top-level address book collections, which can each hold multiple contact lists, and by creating sub-level address books that contain the contact information for individual users.

Once created, account admins can upload contact lists either through a CSV file upload, or through manual entry. From there, address books can be used in creating Flows, determining a consumer’s Queue priority, or outbound Campaigns.

Refer to Zoom’s support center for more information on .

Zoom Contact Center data storage is applicable towards Zoom Contact Center recordings, voicemails, and assets hosted in the Asset Library. Account admins can determine current Zoom Contact Center storage consumption through the .

Each Zoom Contact Center license includes a base storage capacity, which varies by license type (named or concurrent) and tier (Essentials, Premium, or Elite). The following table details the storage capacity for each license type and tier, scaling with the number of licenses purchased:

If necessary, Zoom Contact Center customers can also purchase additional storage as an add-on, as overage fees may apply if you exceed your account’s storage allotment. If this is applicable to your business, speak with your Zoom account team for more information on purchasing additional storage.

Refer to Zoom’s support center for more information on , including a matrix for estimating storage consumption for each type of media on a per-minute or hour basis.

The following real-time reports provide live details for Zoom Contact Center agents, supervisors, and account admins; however, report availability may be impacted by user role permissions if using customized roles.

Agents Report

The Real-Time Agent Report allows admins to monitor agent information in real time, such as their availability status and opt-in/out settings. Supervisors can also access this data, but only for agents within their specific Queue. Those with the appropriate permissions can view this information through the Zoom web portal or Zoom Workplace desktop app, with both platforms providing the same details.

Refer to Zoom’s support center for more information on the .

Queue Analytics Report

The Real-Time Queue Analytics Report allows account admins and supervisors to track engagement, Queue, and agent activity through a dynamic live dashboard. This report offers a comprehensive view across all configured contact channels, along with detailed insights into specific channels and Queues, including agent availability and opt-in/out status. Authorized users can access this data through either the Zoom web portal or Zoom Workplace desktop app, with both platforms offering the same information.

Refer to Zoom’s support center for more information, including itemized details, on the report.

Wallboards

Zoom Contact Center provides customizable wallboards that allow supervisors, admins, and authorized agents to monitor and visualize key performance metrics and operational data within the contact center. With a flexible interface that lets you choose and arrange widgets to suit your needs, these wallboards offer immediate access to critical information such as call volume, wait times, average handling times, and agent performance. Wallboards display real-time data from the past 24 hours and can also be showcased through Zoom Rooms Digital Signage, adding an extra layer of visibility and accessibility.

Refer to Zoom’s support center for more information on and the .

Zoom Contact Center supports Short Message Service (SMS) (i.e., text messages) and Multimedia Messaging Service (MMS) (i.e., photo messages) through the Messaging contact channel. However, to use or be eligible for SMS, the business must meet . For more information on this process, refer to the .

Once an account is enabled for SMS, account admins are encouraged to refer to Zoom’s support center for more information on , such as how to set the default outbound SMS number for your account, how to enable or disable outbound SMS for a Queue, and the default outbound SMS Queue for a contact center user.

Zoom offers a large array of API endpoints designed to support a wide range of needs for customers and developers. With these APIs, users can integrate Zoom’s features into their existing workflows, enhance communication capabilities, and create customized solutions tailored to their organization’s requirements.

For more information on Zoom Contact Center’s API offerings and how to get started, refer to .

Zoom Phone SMS includes a variety of administrative controls that allow account owners and admins to control SMS settings based on organizational needs. This section outlines how to enable SMS at different levels and manage available features, including options that require the Power Pack add-on.

Enable SMS

SMS can be enabled by Admins on an account level, group level, site level, or user level. SMS can also be enabled for Call Queue and Auto Receptionist group SMS if Power Pack add-on licenses are implemented. To view step-by-step instructions for how to enable SMS on different levels, please see the Setting Up SMS support article.

Zoom Phone SMS Settings

Below are the SMS settings that can be enabled/disabled by Administrators:

International SMS

To specify allowed countries/regions for SMS:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.

2. In the navigation menu, click Account Management then Billing.

3. In the Zoom Phone row, click View All Plans.

4. Click View/Edit Countries/Regions.

5. In the dialog box, select the SMS tab.

6. Search for or check the countries/regions where users can send SMS.

7. Click Save.

To allow international SMS:

1. Ensure SMS is enabled at the level that you want to manage.

2. Under the SMS setting, select Allow International SMS.

3. Click Manage Country/Region.

4. In the dialog box, select the countries/regions that phone users can send SMS messages to, then click Save.

Using Emojis and/or Attachments

Account owners and admins can manage the use of emojis and attachments in SMS messages sent through Zoom Phone. They have the option to enable or disable all emojis completely, or select a specific set of emojis that users can use. Additionally, admins can choose to enable or disable attachments in SMS messages. The Allow Attachments and Allow Emojis setting is only available with Zoom Workplace app version 6.1.10 or later.

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, enable or disable the features that you want:

   1. Select the Allow Emojis checkbox to enable it.

   2. When the Allow Emojis checkbox is enabled, select from the following options:

      1. All emojis: All emojis will be enabled and available for users to send through SMS messages.

      2. Selected emojis: Selected emojis will be enabled and available for users to send through SMS messages.

   3. Select the Allow Attachments checkbox to enable it.

3. Click Save.

Redact Personal and Sensitive Data (PII)

To use personal and sensitive data reaction with Zoom Phone SMS, perform the following steps:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, select the Redact Personal and Sensitive data checkbox to enable or disable the feature.

3. When the Redact Personal and Sensitive data checkbox is enabled, click Edit to select a personal and sensitive data group that will be applied to recordings, then click Save.

4. Once complete, click Save.

Scheduled Response

Users with a Power Pack license and a Zoom Workplace app version 6.3.0 or later can schedule SMS messages to be sent at a specific date, time, and time zone in the future. They can manage scheduled messages by viewing, editing, and deleting them. As a member in a conversation thread, users can also view scheduled messages and who scheduled the message.

This feature helps users communicate more effectively with recipients in different time zones. To enable this feature:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, toggle the SMS scheduled response checkbox to enable or disable the feature.

   1. If enabled, SMS users will be able to send messages at a scheduled time.

3. Click Save.

Data Retention

The retention policy allows account owners and admins to configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration. Account owners and admins can allow Zoom to automatically delete data after the retention duration. Please refer to the Managing retention policy for Zoom Phone for more information.

Templates

As an admin, you can maximize SMS message efficiency with the SMS template feature to empower your call queue or auto-receptionist users, or a user with the power pack license to generate or reply to multiple messages rapidly. After setting up your SMS templates, your users can access them directly from their Zoom Workplace app. Please refer to the Managing SMS templates article to enable templates on a site, group, or individual user level.

SMS Etiquette Tool

Admins can use the SMS Etiquette Tool to create policies that identify keywords and text patterns to prevent users from inadvertently sharing unwanted SMS. When a user sends a message that triggers a policy, the message will be blocked, or a warning prompt will be displayed for the user to confirm that they want to send the SMS, depending on what the admin sets. Please refer to the Managing Zoom Phone SMS etiquette tool article to enable this feature.

Auto Reply

Account owners and admins can enable or disable SMS auto-replies and set auto responses for call queues and auto receptionists when no users are available in the call queue or during closed hours.

Additionally, users with the Power Pack add-on can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb (DND) mode. The auto responder can be configured to send a pre-defined response of up to 500 characters. Please refer to the Managing SMS Auto Reply support article for how to enable this feature.

Zoom Phone Licenses

Provisioning a user with a Zoom Phone Basic license grants users access to fundamental features of the service. From there, additional features can be granted through calling plans—elevating the user to Licensed or Pro status—and can be further supplemented through add-ons. Alternatively, non-user-specific devices can be provisioned for service with a Common Area License.

Zoom Phone Calling Plans

Zoom Phone supports the following calling plans with the Native service model:

All calling plans include a direct inward dial (DID) number. Refer to Zoom's website for additional information on metered rates.

Zoom Phone Add-Ons

Zoom Phone supports the following add-ons for additional functionality:

Direct Inward Dial / Direct Dial-In Numbers:

• Purchase additional Direct Inward Dial (DID) / Direct Dial-In (DDI) numbers for Main Company Numbers or secondary lines.

Toll-Free Numbers:

• Purchase additional toll-free numbers, with a range of prefixes available.

International Calling:

• Unlimited international calling to more than 15 countries and regions.

Hardware as a Service:

• Lease hardware (e.g., IP phones) monthly for low upfront costs and predictable budgets.

Zoom Phone for Microsoft Teams:

• Allows Zoom Phone connectivity for users natively within the Microsoft Teams app, as a part of Zoom Phone for Microsoft Teams.

Power Pack:

• Enhanced Call Queue analytics and historical insights for call center teams.

• Enables Team SMS from Main Company Numbers, Auto Receptionists, and Call Queues.

• Enhanced Call Queue capabilities.

• Additional reports.

• VIP Delegation.

• See the section on Power Pack for more information.

This section offers an overview of the various channels supported by Zoom Contact Center, complete with descriptions and use cases for each channel.

Voice Channel

The voice channel (i.e. phone calls) is a central component of the contact center experience, uniquely suited for delivering real-time, personalized support other contact channels can't provide.

Through the voice channel, agents can actively listen to and evaluate consumer needs, responding with the appropriate levels of urgency and empathy tailored to each situation. This direct communication allows for greater flexibility, making the voice channel particularly effective for guiding consumers through complex processes, troubleshooting technical challenges, and addressing inquiries that require detailed, thoughtful responses.

Moreover, the voice channel is an ideal escalation path from other contact channels, such as when agents can't successfully resolve issues with consumers over instant messaging or SMS.

Video Channel

The video channel is a powerful and transformative tool of the modern contact center, ideal for scenarios that require visual assistance, such as product demonstrations or personalized consultations in sectors like healthcare and finance.

By providing face-to-face interaction, this channel significantly enhances consumer engagement and support, enabling clearer communication and a more interactive experience. During video engagements, agents and consumers can share visual content and conduct interactive sessions, simplifying complex discussions and fostering a more dynamic exchange of information. Additionally, the video channel supports remote control capabilities, allowing agents to assist consumers directly on their devices, streamlining troubleshooting and guiding them through processes or tasks with greater precision and efficiency.

In other scenarios, the video channel also supports a multichannel support strategy, facilitating easy escalation from all other contact channels when in-depth assistance or a robust suite of features is needed.

Messaging Channel

The messaging channel helps businesses facilitate real-time, efficient communication with consumers through their website, social media, or SMS.

This channel supports quick exchanges, making it ideal for resolving straightforward inquiries, troubleshooting issues, and delivering information in a fast-paced environment. With its user-friendly interface, messaging allows consumers to multitask and complete troubleshooting steps asynchronously while receiving support.

Like other contact channels, the messaging channel integrates smoothly into a multichannel support strategy—including escalation to voice or video—helping ensure assistance is available when and where consumers need it most. Through messaging, businesses can meet consumer expectations for fast, responsive service while maintaining a personal touch that helps sustain loyalty and satisfaction.

Supplementing the messaging channel with Zoom Virtual Agent further enhances the experience by providing consumers with immediate assistance for common queries and tasks. Zoom Virtual Agent efficiently manages routine inquiries, freeing human agents to focus on complex issues that require personalized attention. This integration helps improve response times and ensure consumers receive consistent, 24/7 support.

By combining the immediacy of instant messaging with the efficiency of AI-driven chatbots, contact centers can deliver a superior consumer experience that is both responsive and tailored, while maintaining seamless escalation paths to voice or video channels when necessary.

Email Channel

The email channel provides businesses with a reliable, asynchronous communication method for handling consumer inquiries, feedback, and service requests.

Unlike real-time channels, email allows consumers to communicate at their convenience, making it particularly effective for addressing complex issues that require detailed responses or documentation. Agents can review consumer emails, conduct thorough research, and provide comprehensive replies tailored to each inquiry. This structured communication style is ideal for industries where accuracy and clarity are essential, such as finance, healthcare, and legal services.

The email channel also integrates seamlessly into a multichannel support strategy, allowing consumers to transition from email to other channels, such as voice or chat, if immediate assistance is needed. Additionally, with features like automated routing, response templates, and pre-built workflows, contact centers can optimize email handling, reduce response times, and maintain a consistent level of service.

This section describes the administrative process for configuring the following AI Expert Assist features. For general guidance, admins are encouraged to read Zoom’s support center article on configuring AI Expert Assist for your account.

See the user experience for these features for additional information.

Information Retrieval

The Information Retrieval feature lets admins create an instance that can be linked to multiple AI Expert Assist setups. This gives agents access to information within third-party systems at the right time in a conversation based on recognized consumer intents (i.e., the customer’s goal).

When configuring this feature, admins only need to define the intent, API connectors, and display settings once, simplifying the setup process and minimizing repetition when configuring AI Expert Assist with the same knowledge sources.

Refer to Zoom’s support center for more information on configuring information retrieval.

Knowledge Base Retrieval

The Knowledge Base Retrieval feature helps agents quickly find relevant information by automatically searching the knowledge base during consumer interactions. As the conversation unfolds, the system scans the transcript and suggests helpful articles, allowing agents to resolve issues more efficiently without needing to manually search for information. If manual search is necessary, the feature includes auto-complete functionality, making it easier for agents to find the right answers quickly. This streamlines the support process, reducing time spent searching and improving the overall consumer experience.

Zoom Contact Center supports four types of knowledge bases:

• Third-Party Knowledge Bases: For third-party integrations, admins first need to create an API connection through the Integrations page. Once set up, the system will automatically sync and update the knowledge base on a set schedule. Any changes must be made directly within the CRM knowledge base being synced.

• Manual Knowledge Bases: A manual knowledge base allows admins to upload a CSV file for bulk entries or add articles one by one. After creating the base, new items can be easily added or edited individually.

• Website Knowledge Bases: Website-based knowledge bases sync with publicly accessible web pages, such as FAQ sections. Like third-party integrations, the system will update the information automatically on a set schedule.

• Custom Knowledge Bases: For more flexibility, admins can use a custom API connector to create a knowledge base. This method allows them to pull data from external systems, but requires technical expertise to set up and maintain.

Refer to Zoom’s support center for more information on managing and implementing knowledge bases within your account.

Next Best Actions

The Next Best Actions feature delivers personalized, real-time recommendations to agents during consumer interactions, helping address common challenges like uncertainty and inexperience, which can impact consumers satisfaction. By providing targeted suggestions across both voice and messaging channels, this feature can help improve business outcomes and enhance the customer service experience.

In order to use this feature, admins must configure rules that trigger specific actions based on identified intents and variables.

Refer to Zoom’s support center for more information on adding and using Next Best Actions within Zoom Contact Center.

Smart Notes

The Smart Notes feature utilizes generative AI to produce a concise summary of the agent’s interaction with the consumer, streamlining after-call work (ACW) by automatically writing notes about the engagement. With this feature, agents can save time by either accepting the generated summary as-is or making quick edits before finalizing.

This feature doesn't require any advanced configuration, but does require enablement by an account admin for agents to utilize.

Refer to Zoom’s support center for instructions on enabling this feature.

Real-Time Language Translation

Real-time language translation allows agents to have inbound messages automatically translated into their preferred language and outbound messages automatically translated into the consumer’s language, providing continuous translation support for both agents and supervisors.

This feature doesn't require any advanced configuration, but does require enablement by an account admin for agents to be able to utilize it.

Refer to Zoom’s support center for instructions on enabling this feature.

The previous sections detailing Zoom Contact Center components have been generally outlined in a forward, logical order; however, when building Flows in Zoom Contact Center, it’s essential to approach the design process in reverse order, beginning with agents and working backwards. This is because each component in a Flow depends on foundational elements that need to be established first. For example, a Flow can’t be fully functional without Queues to direct interactions, and Queues can’t operate without agents assigned to them.

If you are just beginning to set up Zoom Contact Center for your account, approaching the building process in reverse can help ensure that your Flows are both coherent and operationally efficient. By defining agents and their skills first, then creating Queues, optionally creating routing profiles, and finally building out Flows, you can avoid potential issues with incomplete configurations or routing gaps. When each underlying component is set up in advance, the Flow can progress logically and efficiently, matching consumer needs with the right resources and minimizing disruptions or bottlenecks in customer service.

The Recommended Process

We suggest beginning with defining your agent pool. This involves adding agents to Zoom Contact Center through your preferred method. Next, if you’re using routing profiles and skills—which are optional—begin assigning agents their specific skills and proficiency levels. These skills form the basis of your routing options, helping to ensure that agents can handle interactions effectively according to their expertise.

Once agents are defined, the next step is to create Queues that group these agents by skills, departments, or specific interaction types. For example, dedicated Queues might be created for billing inquiries, technical support, or general customer service, helping direct consumers to the right resources quickly.

After Queues are in place, if you’re using routing profiles, begin configuring them to determine how interactions are matched to agents. This step tailors the experience to specific business priorities; for instance, Consumer Routing can prioritize VIP or high-value consumers, moving them up in the Queue, while Agent Routing connects interactions with agents based on their relevant skills and expertise, optimizing the likelihood of efficient problem resolution.

Once agents, Queues, and routing profiles (if being used) are ready, you can then start building the Flow itself. Recall that Flows are a sequence of widgets that guide the consumer interaction from start to finish, so each widget can perform a specific function like gathering consumer information, routing based on specific inputs, or performing actions like automated responses. For example, a Route To widget might redirect the interaction to a specific Queue based on consumer input, while a Collect Input widget gathers details like account numbers or service preferences.

By following this reverse-engineering approach, where each step builds on the previous one, it is easier to ensure that the contact center Flow is comprehensive, logical, and prepared to deliver efficient service from the very first customer touchpoint.

The Logs menu provides account admins and authorized users with access to detailed log records from agent and consumer engagements and actions within Zoom Contact Center. Details are listed by sub-categories for Engagements, SMS, Voice Calls, Recordings, and Variables, with each of these described in the following sections.

Engagements

Engagement logs in Zoom Contact Center allow admins to review details of completed engagements, including the Routing Queue and the duration of the agent’s wrap-up period, providing insights into past interactions for analysis and performance monitoring.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s engagement logs.

SMS

Zoom Contact Center’s SMS logs give admins the ability to check details on both incoming and outgoing messages, including the phone numbers involved, the engagement history, agents, and the Queues they were routed through.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s SMS logs.

Voice Calls

Zoom Contact Center’s voice call logs let admins access detailed information on both incoming and outgoing calls, including the phone numbers involved, the engagement history, the agents who handled them, and the Queues they were routed through.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s voice call logs.

Recordings

Using the recording report, Zoom Contact Center admins can oversee and manage all recordings from one centralized location. This tool allows for the selection of multiple recordings at once, making it easy to delete them in bulk to free up storage and enable compliance with the organization’s retention policies.

Refer to Zoom’s support center for more information, including itemized details of Zoom Contact Center’s recording logs.

Variables

With Zoom Contact Center’s variables reports, account owners and admins can access a log that tracks variables, showing their values alongside the associated engagement ID, Flow, widget, and timestamp. This allows for easy monitoring of changes in both custom and global variables.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s variables logs.

The following reports provide account-level details for Zoom Contact Center and are typically only available to account admins or other users with sufficient-role based permissions.

Activity Report

With the Activity Report, Zoom Contact Center admins can review logs of both unmetered and metered voice calls or SMS messages. These reports can be used to confirm usage charges for Zoom Contact Center.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s Activity Report.

Access Report

With the Access Report, Zoom Contact Center admins can see which phone users have permission to view voicemail Inboxes or use voice call recording. Additionally, admins can also see a summary of phone user’s’ Queue access and the type of recording access they have permission to.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s Access Report.

Storage Report

With the storage report, Zoom Contact Center admins can see the amount of storage being used by agents for cloud recordings, assets, and Inbox messages. This allows admins to track storage usage over time, view the total storage consumed, and examine user-level details to identify those with high usage.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s Storage Report.

Operation Logs

With the Operation Logs Report, Zoom Contact Center admins can view changes made to contact center settings and features. This is notably helpful when identifying when or if a setting was changed, or for reviewing any changes in recent history.

Refer to Zoom’s support center for more information on viewing Zoom Contact Center operation logs.

This section is dedicated to providing migration strategies, tips, and information for businesses with an existing contact center provider that are transitioning to Zoom Contact Center. Strategies included within this section may vary in relevance depending on the size of your company and deployment, but are intended to provide a helpful perspective regardless of your business’ size.

Zoom Professional Services and Certified Channel Partners Can Help

Zoom’s Professional Services Organization (PSO) and certified channel partners offer businesses assistance with transitioning to Zoom solutions, including Zoom Contact Center. These groups can help businesses assess their transitional needs, develop and implement deployment plans, and provide on-site technical services during the Go-Live process.

With multiple tiers of service available, Zoom’s PSO team can help transitioning Zoom Contact Center customers with the following services:

Before You Go Live, Test Your Flows With New or Unique Numbers

Before going live with Zoom Contact Center, it’s a good idea to test your Flows using new or unique phone numbers. This can help ensure your contact center is set up correctly.

Most issues or errors in the consumer experience tend to stem from Flow configurations, rather than the number of agents available, so having agents ready to test is not often needed. By testing with a separate number from your main contact lines, you can verify that everything is routing and functioning as expected. This way, as your go-live date approaches, you can be confident that your configuration is properly configured.

A Phased Approach: One Department and One Channel at a Time

If you’re transitioning a large number of users to Zoom Contact Center across multiple teams, departments, or channels, taking a phased approach of one department and one channel at a time can help minimize risk and ease the adjustment process.

For instance, you might start by migrating the sales department over the voice channel, followed by messaging, email, and video (or in any order that suits your needs). Once the sales team is fully onboarded, you can repeat the process for the support department—voice, messaging, email, and finally video—and then move on to the next team.

This step-by-step approach gives you the opportunity to ensure that each channel’s workflows are running smoothly and allows you to identify common questions, challenges, or issues, which will be helpful as you prepare to onboard additional departments.

Zoom Phone supports various integrations for enhanced functionality and user workflow efficiency. Although the following list is not exhaustive, some of Zoom Phone's most popular integrations are briefly outlined in the following sections.

Salesforce

Integrating Zoom Phone with the Salesforce Lightning app provides Zoom Phone users with seamless communication and collaboration natively within the Salesforce environment.

This integration empowers administrators to automate the logging of call activities and details into Salesforce records, providing a comprehensive view of interactions and contact touchpoints. Additionally, users can initiate Zoom Phone calls within the Salesforce application, using features like click-to-dial, call pop-ups, and access to recent call history. Taken holistically, this integration reduces the need for context switching between programs, enhancing user workflows and productivity.

Microsoft Teams

Zoom Phone supports two primary integrations with Microsoft Teams: Zoom's in-app integration for Microsoft Teams and Zoom Phone for Microsoft Teams.

Zoom's in-app integration for Microsoft Teams

Zoom's in-app integration for Microsoft Teams offers users easy access to core features for Zoom Meetings, Zoom Phone, and Zoom Whiteboard within the Teams client. With easy-to-access menus and interfaces that complement existing workflows, users can perform many tasks within the Teams client, with limited dependencies on the Zoom Workplace desktop app running in the background to execute some commands.

Core features of Zoom Phone with Zoom's in-app integration for Microsoft Teams include:

Zoom Phone for Microsoft Teams

Zoom Phone for Microsoft Teams is a direct routing as a service (DRaaS) offering that provides businesses with a strategic collaboration option by integrating Zoom Phone's PSTN services directly into the Teams client and PBX. This allows users to make and receive calls directly through the Teams interface, while utilizing Zoom Phone's telephony infrastructure alongside your company's Teams PBX system.

This service offers businesses flexibility to not only streamline communication workflows within a common application, but additionally provides an option for business continuity and disaster recovery. By offering Zoom Phone’s telephony services natively within the app, without a supplemental application or integration, users can utilize one common workflow whether Zoom Phone is being used as a primary service provider, or a secondary provider for disaster-recovery scenarios.

Slack

Zoom's in-app integration for Slack lets Zoom Phone users place calls easily from within the Slack application. The following two Zoom Phone features are available:

• Initiate a Zoom Phone Call: Type /zoom call [@contact or phone number] to call another Slack user or any phone number

• Call a user from a Direct Message: After clicking the Call icon within a direct message, a user can select the Phone: Zoom option. This will directly call the user over Zoom Phone

Google Workspace

The Zoom for Google Workspace add-on provides Zoom Phone users with convenient access to essential phone features within Gmail and Google Calendar. With the add-on, users can initiate Zoom Phone calls directly from either product, review recent call history, and access Google and Zoom contacts, with the option to conveniently call a contact, provided there is at least one phone number associated with their profile.

Similar to other integrations, the Zoom for Google Workspace add-on extends its features beyond Zoom Phone, with support for Zoom Meetings as well. To explore the full capabilities of both the Zoom Phone for Google Workspace integration and the comprehensive Google Workspace package, readers are encouraged to visit Zoom's support center for more information.

Zoom Phone Native

Zoom Phone Native service is a cloud-based telephony system that relies on Zoom's cloud infrastructure for call delivery, handling, and transit through an internet connection and underlying network of carriers around the globe. With this service, calls are routed through the internet to Zoom's data centers, and connect to their destination either through a network of underlying carriers across the PSTN (public switched telephone network) or continue across the internet to another Zoom Phone user.

As a cloud-based service, this offering eliminates the need for customers to host or manage any on-premises hardware—like a session border controller (SBC) or SIP trunk—for telephony connectivity. Instead, users only require a working internet connection, a Zoom app or device, and a supported license to begin dialing.

In addition to simplified call connectivity, the Zoom Phone Native service offering also includes Zoom Phone's cloud-based private branch exchange (PBX), which provides numerous features, including voicemail, Auto Receptionists, Call Queues, phone number assignment, and more.

In simple terms, whether you're a small business with a handful of users or a large enterprise with thousands of users, the Zoom Phone Native service model is a cloud-based telephony solution tailored to meet your business' needs.

Zoom Phone Native offers service within 47 countries through 18 global data centers

The Zoom Phone Native service offers international PSTN connectivity within 47 countries through 18 global data centers.

From the following data centers, the Zoom Phone Native service provides PSTN connectivity within the following countries:

Zoom Phone Native Service Network Design

The Zoom Phone Dashboard, a subsection of the Dashboard, offers account admins and authorized users with sufficient role permissions access to insightful Zoom Phone data and analytics. Information available within the Dashboard includes Zoom Phone Quality of Service (QoS) data, Mean Opinion Scores (MOS), usage reports, call data and metrics, and more. The following sections outline different features and data available through the Zoom Phone dashboard.

Quality of Service

The Quality of Service tab within the Zoom Phone dashboard provides data concerning and insights into the overall quality of voice calls for any Zoom Phone extension, including users, common area phones, Call Queues, Auto Receptionists, and Zoom Rooms.

Using a Mean Opinion Score (MOS) as the main measurement, the MOS scores call quality on a scale of 1 to 5. In this scale, a score of 1 indicates unacceptable voice quality for all users, while a score of 5 is the best voice quality, equivalent to speaking directly into a person's ear. As a general baseline, the dashboard utilizes a standard MOS of 3.5 for the average call, with a score of 3.5 or higher indicating good quality, and a score of 3.5 or lower indicating poor quality.

Additional information available within the Quality of Service tab includes:

Refer to Zoom's support center for more information on viewing the Quality of Service dashboard.

Usage & Adoption

The Usage & Adoption tab within the Zoom Phone dashboard provides call and SMS and MMS usage data for the entire account or a specific Site. With this data, an account admin or authorized user can view the total number of inbound and outbound calls and SMS messages for the account within a chosen time frame, providing insight into usage and adoption rates within the account.

Refer to Zoom's support center for more information on viewing the Usage & Adoption dashboard.

Phones & Devices

The Phones & Devices tab within the Zoom Phone dashboard provides a global heatmap and graph of phones and devices that are online or offline for the entire account or specific Site, including desk phones, Zoom Phone appliances, and Zoom software (e.g., the Zoom Workplace app).

Refer to Zoom's support center for more information on viewing the Phones & devices dashboard.

SBCs (Session Border Controllers)

The SBCs (Session Border Controllers) tab in the Zoom Phone dashboard offers a global heatmap displaying near real-time and historical data for your SBCs. Real-time insights include active SBCs, and their locations and statuses, while historical data covers inbound, outbound, and normal call attempts for previous periods.

Refer to Zoom's support center for more information on viewing the SBCs dashboard.

Emergency Tracking

The Emergency Tracking tab within the Zoom Phone dashboard provides emergency location tracking data for the entire account or specific Sites. With this data, account admins or users with sufficient role permissions can view metrics to see the number of phone users who have chosen to opt in or out for location sharing in emergency situations. Authorized users can also use this dashboard to re-trigger the in-app pop-up that asks for permission to track the locations for some or all users who have not opted-in.

Refer to Zoom's support center for more information on viewing the emergency tracking dashboard.

Spam

The Spam tab within the Zoom Phone dashboard provides spam summaries for all inbound calls to your Zoom Phone account. With this data, account admins or users with sufficient role permissions can view spam detection metrics based on the account's Spam Protection settings, providing insight into how spam calls may impact a specific user or how many times a number is spam-dialing users within the account.

Refer to Zoom's support center for more information on the spam protection setting.

Zoom Contact Center supports numerous integrations for a wide range of business needs, workflows, and systems. Some of these are highlighted in the following sections.

CTI-Enabled CRM Integrations

Zoom Contact Center’s Computer Telephony Integrations (CTI) connects the platform with supported customer relationship management (CRM) systems, allowing agents to manage calls directly within a CRM without a physical phone or a supported Zoom Workplace app. This affords agents a lightweight experience that consolidates the contact center experience wholly within a single app, reducing the need to context switch between various applications or programs.

The following sections describe various CTI-enabled CRM integrations available with Zoom Contact Center.

Salesforce

The Zoom for Salesforce Lightning app provides Zoom Contact Center agents with seamless communication and collaboration natively within the Salesforce environment.

This integration empowers administrators to automate the logging of call activities and details into Salesforce records, providing a comprehensive view of interactions and contact touchpoints. Additionally, users can initiate Zoom Contact Center calls within the Salesforce application, using features like click-to-dial, call pop-ups, and access to recent call history. Taken holistically, this integration reduces the need for context switching between programs, enhancing user workflows and productivity.

Zendesk

Integrating Zoom Contact Center with Zendesk brings powerful contact center capabilities directly into Zendesk’s customer service environment.

This integration streamlines workflows by allowing agents to handle both inbound and outbound calls, view customer details through on-screen pop-ups, and update tickets—all within the Zendesk platform. With automatic interaction logging and easy access to customer records, agents can deliver faster, more accurate service, enabling higher customer satisfaction and improved overall performance.

ServiceNow

The Zoom Contact Center ServiceNow integration creates a seamless workflow for customer service teams by embedding advanced communication tools directly into the ServiceNow platform. This integration allows agents to manage inbound and outbound calls seamlessly within ServiceNow, with features like instant caller identification, screen pops displaying customer information, and click-to-dial functionality. It also automatically logs all interactions within the ServiceNow platform, including agent notes and dispositions, helping ensure that everything stays in one place. By eliminating the need to switch between systems, this integration enables agents to focus on delivering prompt, personalized support, leading to faster issue resolution and higher customer satisfaction.

Microsoft Dynamics 365

The Zoom Contact Center integration for Microsoft Dynamics 365 brings contact center functionality directly into the Dynamics environment, streamlining workflows for agents.

This integration supports the voice, video, and messaging channels, and allows agents to manage engagements natively within Dynamics 365. Within the app, agents can take notes, log disposition codes, and rely on automatic logging so all engagement details are effortlessly stored.

HubSpot

The Zoom Contact Center HubSpot integration brings the Zoom Contact Center voice channel directly into the HubSpot platform, offering agents a streamlined and intuitive experience.

With this integration, agents benefit from a unified interface that helps improve efficiency, reduce handle time, and simplify after-call work by automatically synchronizing customer data and interaction history within HubSpot, while minimizing effort and context switching.

Zoom App Marketplace

The Zoom App Marketplace is a hub where businesses can access a variety of apps, SDKs, and APIs designed to enhance the functionality of Zoom products, including Zoom Contact Center. Within it, admins can explore apps specifically supporting Zoom Contact Center, while developers can leverage SDKs to embed its capabilities into their own applications. Additionally, APIs offer the flexibility to automate workflows, create custom solutions, and integrate Zoom Contact Center with other essential platforms, delivering a tailored and efficient user experience.

Payment Processing with PCI Pal

Zoom Contact Center supports live call payment processing through PCI Pal via our ISV program. With this integration, agents can securely facilitate payments in real time without being exposed to sensitive data, while keeping the customer’s data security and experience a priority. More information on this integration, including data security and attestations, is available on Zoom’s website.

This section provides details for engagement handling within Zoom Contact Center’s various channels. Depending on the Queues and contact channels an agent is assigned to, engagements will begin differently and are differentiated between live and asynchronous engagements in the following sections.

Live Engagements

The following sections outline the procedures for managing live consumer interactions, including live messaging engagements, as well as voice and video calls.

Beginning the Engagement

When a Queue is configured for manual engagement acceptance—as opposed to automatic— agents will receive a ringing prompt within the Zoom Workplace app. Depending on the Flows you’ve created, details of the consumer may be included in the notification pop-up. For example, the following image displays a transfer from a chat bot to a live agent for assistance, with Flow-driven custom variables noted on the right side, and includes an AI Companion-generated summary of the user’s conversation with the bot.

Alternatively, the following image displays a voice Queue ring for a user, without any previous conversational context.

If an engagement is accepted by the agent, the conversation will begin. If it’s declined, it will continue processing through the Queue to the next agent.

Working the Engagement

After a live engagement is accepted, users will have access to multiple tabs within the conversation.

The Profile tab provides a list of user information, as determined by the account’s address book and information collected through the applicable Flow processes.

From the Profile tab, agents can pivot to the Engagement tab, where they can input notes from the conversation.

Additionally, when live transcription is enabled, agents can access and search a live transcript of the conversation, offering valuable context from earlier parts of the discussion without having to ask the consumer to repeat themselves.

Completing the Engagement

Once the engagement has ended, agents will have the opportunity to wrap up their final notes and fill out their disposition(s) if enabled. After completing the call wrap-up, the agent will be placed back in the Queue, ready for the next engagement.

Asynchronous Engagements

When an agent is assigned an asynchronous engagement, like an email, users do not receive an automated pop-up. Instead, agents will see the email assigned to them in their Open Engagements list and Engagements tab.

After opening the engagement, agents can begin and continue correspondence until resolution, or, if necessary, transfer or release the conversation to the Queue or another agent if the current agent can't complete the consumer’s concern.

This section describes the features available through the AI Expert Assist add-on for Zoom Contact Center, which is distinct from the previously detailed AI Companion capabilities. Access to these features requires the agent to be assigned either an AI Expert Assist add-on license or a Zoom Contact Center Elite License.

In addition to the below sections, refer to Zoom’s support center for more information on using AI Expert Assist features.

Information Retrieval

The Information Retrieval feature helps agents retrieve consumer information from third-party systems within the Zoom Workplace app, eliminating the need for the agent to access multiple systems.

For instance, if a consumer has a concern about an order number, the agent doesn't need to open your business’ order management system; instead, the agent can use the information retrieval function to query the third-party system, and retrieve the information natively within the app.

Knowledge Base Retrieval

Knowledge Base (KB) Retrieval automatically analyzes a conversation’s transcript and queries the account’s integrated knowledge base during the conversation, presenting relevant articles to the agent without the need for a manual search. This can substantially reduce the manual labor required to help resolve consumer concerns by providing relevant information faster, without requiring manual information lookups.

However, if the suggested KB articles don’t align with the issue at hand, agents can choose to perform a manual search, with the search bar’s auto-complete feature helping them quickly find the relevant information.

Next Best Actions

The Next Best Actions feature delivers personalized, real-time recommendations to agents during consumer interactions, helping address common challenges like uncertainty and inexperience, which can impact consumer satisfaction. By providing targeted suggestions across both voice and messaging channels, this feature can help improve business outcomes and enhance the customer service experience.

The following image provides an example of a recommended action based on the consumer calling in to discuss a potential recall.

Smart Notes

The Smart Notes feature utilizes generative AI to produce a concise summary of the agent’s interaction with the consumer, streamlining after-call work (ACW) by automatically writing notes about the engagement. With this feature, agents can save time by either accepting the generated summary as-is or making quick edits before finalizing.

Real-Time Language Translation

Real-time language translation allows agents to have inbound messages automatically translated into their preferred supported language and outbound messages automatically translated into the consumer’s preferred supported language, providing continuous translation support for both agents and supervisors. With this feature, when a consumer sends their first message, the system will automatically detect the language of the consumer's message. If the consumer's message language is different from the agent’s preferred language, a banner notification will appear at the top of your chat window.

From there, the agent can click the Start Translation button to initiate the translation of incoming messages into their preferred language, and the system will automatically translate the agent’s outbound message into the consumer's language.

The first image below provides an example of an inbound message in Spanish with the corresponding banner message, with the second image showing the translation service in effect.

The following sections describe call monitoring features available to Zoom Contact Center supervisors. Call Monitoring is included with Zoom Contact Center and doesn't require additional licenses or add-ons.

Refer to Zoom’s support center for more information on monitoring an engagement.

Selecting a Conversation to Monitor

Supervisors with an active working session in the Zoom Workplace app can view all open engagements by navigating to the Open Engagements tab within the Engagements menu.

From there, all active engagements are available within the respective channel tabs for Voice, Video, Messaging, and Email.

From there, a supervisor can monitor the conversation by reading the live transcript, listening, whispering, or barging in.

Listen

Listening to a conversation provides a supervisor with one-way audio of the conversation, allowing them to read or hear the agent and consumer’s engagement depending on the channel of the engagement.

When listening to an engagement, the agent will receive an in-app notification the call that is being listened to if the notification is enabled; otherwise, agents are not notified.

Whisper

Whispering within a conversation allows a supervisor to provide one-way audio to the engagement’s agent without the consumer listening. This can be helpful for providing guidance or feedback to agents during an engagement, without impacting the consumer’s experience.

When whispering in a conversation, the agent will receive an in-app notification the supervisor is whispering if the notification is enabled; otherwise, agents are not notified.

Barge

Barging into a conversation allows both the agent and supervisor to speak directly to a consumer within an engagement. This can be helpful when an agent escalates an engagement to a supervisor, or if the supervisor needs to speak directly with the consumer.

When barging into a conversation, the agent’s call display will update to show the inclusion of the supervisor.

Takeover

Taking Over a conversation allows a supervisor to step in and take control of an ongoing consumer engagement, removing the previous agent from the conversation and sending them back to the ready status. This can help prevent agents from eavesdropping within a conversation they are no longer actively involved in, while the supervisor continues the conversation.

Supervisors can't take over a conversation without first either listening, whispering, or barging into the conversation.

The Zoom Contact Center Dashboard, a subsection of the Dashboard, offers account admins and authorized users with sufficient role permissions access to insightful Zoom Contact Center data and analytics for voice and video engagements. The following two sections outline the data available for the voice and video channels within the Dashboard.

Voice Calls

The Voice Calls tab provides detailed insights into the quality of voice interactions by utilizing Mean Opinion Scores (MOS) as the primary measurement tool. This score rates call quality on a scale from 1 to 5, where 1 represents unacceptable voice quality and 5 indicates the best possible quality, equivalent to speaking directly into someone’s ear. In addition to MOS, the tab offers further insights into the total number of calls for a given timeframe, call quality by region, device usage, and audio codecs, and includes a list of low-quality calls. The dashboard typically uses a standard MOS of 3.5 as a baseline, with scores of 3.5 or higher reflecting good quality and scores below 3.5 indicating poor quality. In the event of a low-quality call, viewers can drill down and view call-specific Quality of Service (QoS) reports for more details.

Video Calls

The Video Calls tab provides insights into the quality of video interactions, covering metrics such as average latency, jitter, and packet loss for typical calls, in addition to a list of low-quality calls that exhibit significant performance issues.

This section provides an overview of reporting capabilities available with Zoom Contact Center, Zoom Workforce Management, Zoom Quality Management, and Zoom Virtual Agent.

Several of these reports are also available natively within the Zoom Workspace app.

Due to Zoom Phone's cloud-based architecture, configuring Zoom Phone for your network is substantially easier in comparison to legacy, on-premises phone systems. From the simplest of perspectives, users need two key factors to begin successful calling: a working internet connection and open network ports. So long as users can successfully maintain an active connection with Zoom Phone data centers and the necessary ports are not blocked, Zoom Phone is ready for use within your network.

However, despite the fundamental simplicity, there are additional networking components to consider as customer environments become increasingly complex.

Firewall

For a list of firewall ports, protocols, and settings, refer to .

For customers using zero-touch provisioning, also refer to the and support sites to confirm your devices can communicate with the manufacturer's provisioning servers.

Network Segments

When planning your Zoom Phone environment, be sure to confirm all network segments (e.g., load balancers, firewalls, custom VLANs, etc.) have sufficient network access as defined in our . Failure to grant necessary connectivity from network segments may impact the user, provisioning, or general Zoom Phone experience.

Quality of Service (QoS)

For Quality of Service (QoS) configurations, Zoom supports two approaches for DSCP tagging: Zoom's built-in application-layer DSCP marking and manual DSCP marking.

Zoom's Application-Layer DSCP Marking

Customers can enable Zoom's built-in DSCP marking feature from the Zoom web portal. Once enabled, Zoom Workplace desktop, mobile, and Zoom Rooms apps (version 6.0+), and most Zoom-certified Cisco, Yealink, and Poly IP phones will transmit Zoom Phone audio packets with configured DSCP markings at the application-layer.

Refer to Zoom’s support center for more information on .

Manual DSCP Markings

For customers using manual DSCP markings, Zoom recommends the following settings, depending on your organization's QoS strategy.

4-Queue QoS Strategy:

12-Queue QoS Strategy:

Virtual Private Networks (VPNs)

Zoom Phone is supported over a Virtual Private Network (VPN) connection; however, it is important to note that these connections can reduce call quality, extend latency time, and significantly impact your VPN's bandwidth utilization.

DHCP Options

DHCP options 66 and 161, if enabled, can interfere with (ZTP) on some devices. Customers are encouraged to leave these options unconfigured if using ZTP extensively, or if using multiple phone device manufacturers within the network.

The following list outlines core features available with Zoom Contact Center and is not intended to be exhaustive. Additional feature lists are included below under the section. If you do not see a feature that is important to your organization listed, speak with your Zoom account team for more information.

Language Support

Zoom Contact Center and some add-ons support multiple languages and dialects for Campaigns and language translation for various features. Currently, Zoom Contact Center supports English and 17 additional languages in beta for most products, with supported languages including:

Routing Profiles is an optional tool used to define and prioritize how incoming interactions are directed to agents. Routing profiles combine various criteria, such as agent skills, availability, and interaction type, to ensure that each consumer is matched with the most suitable agent. Zoom Contact Center supports two different types of routing profiles: Consumer Routing and Agent Routing, which can be used separately or in combination. Each of these are described below.

Consumer Routing

Zoom Contact Center’s Consumer Routing function determines the order in which consumers’ interactions are assigned to agents within a Queue.

By default, consumers are routed on a first-in, first-out (FIFO) basis, where interactions are handled in the order they arrive. The following image represents this logic, with consumers being assigned and maintaining Queue positions that align with their Queue entry time.

However, Consumer Routing can also be configured with more advanced options, allowing businesses to prioritize interactions based on specific business needs through Top Priority and/or Accumulated Priority Routing. These additional routing options—discussed in the following two sections—allow businesses to align their customer service strategy with specific goals, whether that’s helping ensure priority support for high-value customers or balancing service across all inquiries.

Although these features are described below, readers are encouraged to refer to Zoom’s support center for more information on .

Top Priority Routing: Specific consumers can skip to the front

Top Priority Routing assigns certain interactions the highest importance based on consumer-defined attributes, allowing critical or VIP consumers to be moved to the front of the Queue, bypassing others regardless of connection time.

For example, in the following image, a non-prioritized consumer enters the queue at 12:10 and is placed in the first position. At 12:20, a second non-prioritized consumer enters and takes the second position. At 12:25, another consumer joins the queue, designated with top priority due to a previous call, moving to the first position and pushing the earlier consumers down. At 12:30, a VIP customer enters, also given top priority, but is placed behind the previously prioritized consumer, pushing the first two consumers further back in the queue.

Accumulated Priority Routing: The longer consumers wait, the faster they get to the front

Accumulated Priority Routing addresses a common challenge in customer service queues: ensuring fairness while prioritizing high-value consumers. In cases where numerous customers qualify for Top Priority Routing, non-prioritized customers may face extended wait times or, in extreme cases, never receive assistance, leading to negative experiences. Accumulated Priority Routing resolves this issue by allowing all consumers to accumulate priority—also referred to as rating—over time based on how long they remain in the queue, while still enabling certain consumers—like VIPs or those meeting specific criteria—to gain priority faster.

This feature also allows businesses to configure consumer-specific attributes that influence priority levels. For example, priority can be adjusted for VIPs, customers with recent interactions, or those matching custom variables defined in the Flow process. By striking a balance between fairness and prioritization, Accumulated Priority Routing ensures that all customers are eventually served while providing faster assistance to those who need it most.

The image below illustrates this concept: At 12:30 PM, Gold and Silver customers, having just entered the queue, occupy Positions 3 and 2 with zero accumulated priority, while the Bronze customer, having waited longer, has already accumulated a priority score of 2. However, since Gold and Silver customers are prioritized, they earn points more quickly based on their category. By 12:32 PM, the Gold and Silver customers have advanced to Positions 1 and 2 with priority scores of 12 and 6, respectively, due to their faster accumulation rates. Despite this temporary shift in queue position, the Bronze customer will continue to accumulate points steadily and, as calls are answered, will eventually reach the front of the queue, ensuring they are served even with higher-priority customers present.

Agent Routing

Zoom Contact Center’s Agent Routing function is designed to intelligently match consumer interactions with the most suitable agents based on specific criteria within a Queue related to agent Skills. For example, if a consumer speaks a foreign language, they will be best-served by speaking with an agent that speaks the same language.

Agent Routing can be applied through two methods: Proficiency-Based Routing and Text-Based Routing, described in the following two sections. Although these features are described below, readers are encouraged to refer to Zoom’s support center for more information on .

Proficiency-Based Routing

Proficiency-Based Routing prioritizes agents based on their assigned skill levels (potentially ranging from 1 to 25), directing interactions to those with the highest expertise in a particular area. For example, if an agent with a skill level of 5 will be chosen before an agent with a skill level of 1.

Text-Based Routing

Text-Based Routing uses keyword analysis or language detection to match consumers with agents who have relevant knowledge or language capabilities. Unlike Proficiency-Based routing, Text-Based routing doesn't utilize a Skill-rating system but instead assigns interactions to agents based on their availability.

The following reports provide historical details for Zoom Contact Center agents, supervisors, and account admins; however, report availability may be impacted by user role permissions if using customized roles.

Agent Report

The Historical Agent Report is very similar to the real-time agent report, but instead reflects historical data for agents such as their availability status, opt-in/out settings, utilization, and numerous durations for various actions.

Refer to Zoom’s support center for more information, including itemized details, on the and the .

Queue Chart Report

The historical Queue Chart Report provides values and trendlines on service levels, call handling and wait times, call volume, Queue statistics, and more. With this report, account admins and supervisors can make effective data-driven decisions by viewing metrics in various chart formats like bar and line charts. This report offers a comprehensive view across all configured contact channels, or can be viewed by specific channels and/or Queues.

Refer to Zoom’s support center for more information, including itemized details, on the .

Queue Detail Report

The Queue Detail Report is designed to assist account admins and supervisors in making informed, data-driven decisions by presenting metrics in a detailed table format. Unlike the Queue Chart Report, which primarily provides graphical representations, the detail report offers a comprehensive breakdown of each engagement with itemized details.

Refer to Zoom’s support center for more information, including itemized details, on the .

Interval Report

The Interval Report provides a summary of Queue activity by breaking down results into specific time intervals, such as 15 minutes, 30 minutes, hourly, daily, weekly, or monthly. This report is available for all channels—voice, video, web chat, in-app chat, and SMS—and organizes data into a tabular format and can be exported as a CSV file. For instance, you can use this report to analyze the Service Level metric over a one-hour interval for the past week, helping you pinpoint times when performance may be lagging.

Refer to Zoom’s support center for more information on the .

Flow Chart Report

The historical Flow Chart report aids account admins and supervisors in making data-driven decisions by presenting voice Flow metrics in various chart formats, such as bar and line charts. This report visually represents common consumer Flow paths and highlights frequently used skills for matching with consumers, providing valuable insights into usage patterns and performance.

Refer to Zoom’s support center for more information, including itemized details, on the .

Flow Detail Report

The Flow Detail Report enables Zoom Contact Center admins to make informed, data-driven decisions by presenting Flow metrics in a detailed table format. Unlike the Queue Chart Report, which focuses on graphical representations, the Flow detail report delivers an in-depth breakdown of each engagement with itemized details, offering a more granular view of performance.

Refer to Zoom’s support center for more information, including itemized details, on the .

Consumer Engagement Surveys

If your account is using engagement surveys, account admins or users with sufficient role-based permissions can review the results from the Zoom web portal.

Refer to Zoom’s support center for more information on the .

Subscriptions

Zoom Contact Center admins can subscribe to receive periodic notifications via email containing metrics for voice, video, chat, and SMS from historical reports, as well as Queue and availability metrics from agent reports. When subscribed, each notification includes a ZIP file attachment with the relevant reports in CSV format.

Refer to Zoom’s support center for more information on .

Overview

In March 2024, Zoom announced a strategic partnership with Avaya in order to support customers who are running Avaya Aura (R10+) or Avaya Enterprise Cloud. This integration allows customers to have the Zoom Workplace application, while registering the Phone tab to Avaya.

This document will help you understand the requirements, limitations, and Zoom integration process with Avaya hardware.

Requirements

This integration is supported on Windows, Mac, iOS and Android mobile devices, and VDI platforms running Zoom client version 6.3.10 or later.

During the early phases of our partnership, we suggest that customers have the following:

• Avaya Workplace with Session Initiation Protocol (SIP) support

• Avaya Aura (R10+) or Avaya Enterprise Cloud

• Avaya Aura Device Services (AADS), Session Manager (SM), and Remote Worker with Avaya Session Border Controller for Enterprise (ASBCE) deployed

See the Avaya Support Note for additional details.

If your customer doesn’t meet all of these requirements, contact a pre-sales resource, Zoom account team member, or Avaya partner to discuss your options.

Limitations

The Phone tab in the Zoom Workplace application is a SIP softphone registered directly to Avaya. Since this setup doesn’t connect to Zoom Phone, there are a few limitations:

• AI Companion for Phone features. Since the audio doesn’t cross the Zoom cloud, we can’t provide any AI functions on live voice, recorded voice, or voicemail at this time.

• Zoom Phone integrations aren’t supported. This includes Salesforce, ServiceNow, ZenDesk, and Microsoft Teams, among others.

• Call Recording. All call recording is handled on the Avaya side.

• Call Logs. All call logs are handled on the Avaya side.

• Conference Calling. Conference calls are hosted on the Zoom Workplace application, with a limit of four total participants.

The following items aren’t available:

• Avaya Contact Center. We don’t support Avaya Contact Center agent-related features and functions with the phone system integration.

• Avaya IP Office. This is a different private branch exchange (PBX) solution from Avaya. It isn’t included in this integration.

• Bridged Appearances. This popular Avaya Communication Manager feature isn’t currently supported.

See the Avaya Support Note for additional limitations from the Avaya perspective.

Architecture and Design

The following chart shows a high-level representation of the integration between Zoom and Avaya.

The integration between Zoom and Avaya hardware is straightforward to set up from the Zoom side, averaging between 10 and 30 minutes from start to finish. Your Avaya partner will have a more involved process, which you can see here.

Configuring the Integration

The following sections detail how to complete your initial setup.

Before You Begin

Before configuring the integration, consider the following:

• Remote access, including Session Border Controller (SBC) and edge capacity, as well as certificates and security.

• Current versions and any upgrade plans.

• Aura design. For example, single, multiple, centrally managed, or multiple AADS.

Setup

See the Configuring the Zoom-Avaya Aura integration support article for step-by-step procedures.

Troubleshooting

Troubleshooting can be performed after the integration is deployed.

• Sync failures: Confirm Zoom is getting the SIP login credentials for the user. In Phone System Integration, look at the status of the user. The status options are:

  • Sync failed: Zoom can’t get the credentials from the customer’s Avaya Aura Device Services (AADS). Work with your Avaya partner to review the AAS logs and configuration from their side. If the customer contacts Zoom Support, be sure to bring in the Avaya partner to review.

  • Registered: The user has logged in to Zoom and the phone shows registered to Avaya.

  • Idle: The user has never logged in to Zoom.

• Failing calls: Since Avaya handles the call routing, review the Avaya call logs. Zoom Workplace application logs are also available to provide any SIP error codes received from the Avaya Session Border Controller when trying to place a call. The PSI logs are available for both desktop and mobile. See the Sending meeting or webinar problem report and client logs article for more information.

Frequently Asked Questions

The following are a few commonly asked questions that we have received since launching our partnership with Avaya. For more information, reach out to your Zoom account team.

There is no specific support guide for BYOC/P with ASBCEs

Zoom is actively collaborating with Avaya to develop comprehensive documentation for this configuration. In the meantime, customers should consult their Avaya representative or existing Avaya documentation for ASBCE-related support. Zoom's standard BYOC/P documentation remains applicable for the Zoom-side configuration.

You must upgrade the Avaya system to version 10.X or later for the Zoom integration

This integration will not function with earlier versions of Avaya systems. Customers should plan for an upgrade to Avaya version 10.X or later to ensure compatibility with the Zoom integration. Please consult with your Avaya representative for specific upgrade requirements and procedures for your environment.

Avaya Aura 8.x isn’t currently supported for the Zoom integration

Zoom is collaborating with Avaya to expand compatibility to include Aura 8.x versions in future releases. At present, customers using Aura 8.x can’t implement the Zoom integration. For the most up-to-date information on supported Avaya versions, contact your Zoom account representative.

SMS support isn’t currently available for the Zoom integration

Zoom is considering the possibility of incorporating SMS functionality in the future. Customers requiring SMS features should talk to their Zoom account representative.

The Zoom Network Connectivity Tool can’t analyze or check Avaya-connected phones

Admins should use Avaya-based tools for monitoring and troubleshooting any telephony issues. The Zoom Network Connectivity Tool will continue to work for all other Zoom components, but it cannot perform checks against Avaya-provided telephony services.

Customers are responsible for deploying Avaya certificates for the Zoom-Avaya integration

Customers must distribute the Avaya certificate to all devices where users will access Zoom with the Avaya phone system integration (PSI). This is a crucial step for enabling the Zoom-Avaya integration. While Zoom manages certificates for its own components automatically, Avaya-specific certificates remain the customer's responsibility to deploy and manage across their environment.

For details on how Avaya will handle this integration, see the Avaya Support Notes

See Avaya Support Notes for details about how they will handle the integration on their side.

No specific Professional Services Organization (PSO) offering exists for the Zoom-Avaya integration

This integration requires minimal configuration on Zoom's side and is expected to be partner-led. Most setup and configuration work takes place within the Avaya environment. Customers should work with their Avaya partners or internal IT teams to implement the integration.

The Zoom-Avaya integration supports Windows, macOS, iOS, Android, and virtual desktop infrastructure (VDI) clients

The integration is compatible with Windows, Mac, iOS and Android mobile devices, and virtual desktop infrastructure (VDI) platforms running Zoom client version 6.3.10 or later. The Zoom for Web (Progressive Web App) is not supported.

Additional Resources

• Configuring the Zoom-Avaya Aura Integration Procedures

• Avaya Support Notes

• Zoom/Avaya Marketing Page

• Zoom Phone Certified Hardware

This section outlines how to use Zoom Phone SMS features. The following instructions assume that you are signed in to a compatible Zoom Workplace app or the Zoom Web App.

SMS Features and Capabilities

Below is a list of capabilities available with Zoom Phone SMS.

Compose a New SMS Message

To send a new SMS Message:

1. Click the Phone tab, then click the SMS tab.

2. Click the compose icon below the SMS tab.

1. In the To field at the top, enter a name or phone number to search through your contacts directory, or manually enter a phone number. If the recipient is in your contacts directory, the number will be replaced by the contact’s name, otherwise, it will remain a phone number.

2. You can add up to 10 contacts/phone numbers.

3. If the contact has several phone numbers, click the right arrow icon to view and select the number to send the SMS to.

4. Enter a message and press Enter or click the send icon.

Reply to an Existing SMS Conversation

To reply to an existing SMS conversation:

1. Click the Phone tab, then click the SMS tab.

2. Select an SMS conversation.

3. Enter a message, then press Enter or click the send icon.

Send Multimedia (MMS, JPG, PNG, GIF)

To attach multimedia to an SMS (MMS):

1. Open an SMS conversation.

2. Above the chat compose box, click the File button to select an image.
3. To send the image, press Enter or click the send icon.

Call an SMS Participant

To call an SMS participant from a thread:

1. Select an SMS conversation.

2. In the top-left corner of the SMS conversation, click the Phone call button.

1. View phone numbers and details involved in the SMS conversation.

View Conversation Details

To view a conversation’s details:

1. Select an SMS conservation.

2. In the top-right corner of the SMS conversation, click the info button.

3. The dropdown will display details such as members, images, files, push notifications, and the ability to block the participant’s number.

Team SMS

If Team SMS is enabled by an administrator, phone users can send or receive SMS messages using Zoom Phone numbers associated with call queues or auto receptionists. This allows you to view SMS messages that are sent to a group of users. You can then reply to the conversation, which prevents other users from replying to the same conversation, and transfer a thread to another user to share information that might have been missed. You can also release a conversation to allow other members to reply.

Receive Team SMS Messages

Team SMS messages will appear in the SMS tab, just like your regular SMS messages. To access SMS:

1. Sign in to the Zoom Workplace desktop app, Zoom Workplace mobile app, or Zoom Web App.

2. Click or tap the Phone tab, then click or tap SMS.

If you’ve enabled notifications at the system level (Windows, MacOS, Linux, Android, or iOS) and in the SMS conversation settings, you will receive a notification depending on the status of the SMS conversation.

• You will see notifications if no members have clicked Reply to claim the conversation or you’ve clicked Reply.

• You will not see notifications if another member has clicked Reply to claim the conversation.

Reply to a Message and Claim the Conversation

Users can reply to messages received by the call queue or auto receptionist to claim the conversation. This prevents other members from replying to the same conversation, while other members can still see the conversation.

To claim a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Reply at the bottom of the conversation thread. You will see a pop-up notification to confirm.

   1. Note: You will see a notification in the conversation thread if another phone user has chosen to reply, which prevents you from replying.

3. Click Reply to confirm.

4. Enter and send the message.

Release a Conversation

Users can release a conversion to allow other members to reply to the conversation and claim it. To release a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Release at the top of the conversation thread.

   1. You will see a pop-up notification to confirm.

3. Click Release to confirm.

4. Once complete, other members will be able to reply to the conversation. If another member replies to the conversation to claim it, there is no effect on the caller ID displayed to the other SMS participant.

Team SMS Thread Summary with AI Companion

If you have a Power Pack add-on license, you can summarize an SMS team thread with AI Companion using the following steps:

1. Open an SMS conversation.

2. In the text box, click the Summarize with AI Companion icon.

   1. The summary will display within a few seconds after clicking the icon.

3. (Optional) In the dialog box, click Copy to copy the summary to paste it where you need.

4. (Optional) Click the Summarize with AI Companion icon again to regenerate the summary if you are not satisfied with what was generated.

The Zoom Workplace App is the central location for agents and supervisors to use and interact with Zoom Contact Center.

Shift Management

Beginning a Work Session

To formally begin a work session, agents must navigate to the Contact Center tab within the Zoom Workplace app and click Start. After clicking, the user will be immediately moved to the Not Ready (Forced) status, and they will have access to their Contact Center’s information, including engagements, team, address books, Inboxes, and analytics.

Managing Agent Status

Once an agent is ready, they can opt in to their Queues by clicking their current status in the bottom-left corner and changing to the Ready status. Once in this status, the system will begin incorporating the agent into the call routing logic for the agent’s associated Queues.

To opt out or end a work shift, click the status in the bottom-left corner again. From there, they can change their status to Not Ready with an associated reason or choose End Work Session to finish their shift.

The Engagements Tabs

Once an agent has started a work session, they will have access to the central Contact Center screen, where they can view their currently assigned engagements, or other engagements from the company account. Engagements can be separated by My Engagements for a personal view, or All Engagements for a company-wide view.

Refer to Zoom’s support center for more information on using the Engagements tab.

The Teams Tab: Agent Statuses

The Teams tab allows agents to see the status of agents across the contact center account. From this view, agents and supervisors can filter agent statuses by the following criteria:

The Address Book: Known Contacts

The Address Book tab provides a list of all configured contacts for the account, as configured by an admin within the web portal. During an active engagement, the Zoom Workplace desktop app will display information from the address book if the consumer is listed within the address book. If the consumer is not in the address book, agents can add a new contact and choose which address book the contact belongs to.

Refer to Zoom’s support center for more information on using the Address Book.

The Inbox Tab: Consumer Voicemails

The Inbox tab displays voice messages for Inboxes that agents or supervisors have permission to access. From this screen, authorized users can assign messages to agents for follow-up, and agents can view their assigned items. Once an issue is resolved, agents can mark the Inbox item as complete.

Refer to Zoom’s support center for more information on managing inboxes.

The Analytics Tab: In-App Reporting

Many of Zoom Contact Center’s analytics are accessible through both the web portal and Zoom Workplace app. See real-time and historical reports for additional information.

This section describes Zoom AI Companion features available for contact center agents that can help improve the agent experience. Zoom AI Companion features are included at no additional cost with the paid services in Zoom user accounts, but may not be available for all regions or industry verticals.

Consumer Sentiment Analysis

When Zoom AI Companion features are enabled, Zoom Contact Center can analyze conversation transcripts in real time as the engagement unfolds, providing ongoing consumer sentiment insights for both messaging and voice interactions. By utilizing Zoom’s AI and machine learning models, the system continuously gauges consumer sentiment throughout the engagement.

Zoom Contact Center’s default sentiment analysis model—distinct from the one used in Zoom Quality Management—evaluates sentiment based on the consumer’s last three sentences. The model focuses on word choice, so phrases like “I’m very upset” or “This is so annoying” are likely to receive a negative sentiment rating, while positive expressions like “This is awesome!” or “Great!” tend to result in a positive rating. Neutral language like “ok” typically yields a neutral rating.

This real-time sentiment tracking helps agents grasp consumer concerns or nuances as conversations evolve to improve the overall engagement.

Refer to Zoom’s support center for more information on using Sentiment Analysis with AI Companion.

Agent Talk Metrics

In addition to Sentiment Analysis, Zoom Contact Center can provide agent talk metrics during an engagement when necessary Zoom AI Companion features are enabled. Details provided include an agent’s current talking speed and speech length, helping agents recognize when they are speaking too long or too quickly, possibly affecting the consumer experience.

Benchmarks for these analytics are as follows:

Refer to Zoom’s support center for more information on using Agent Talk Metrics.

Conversation Summary

When Conversation Summary is enabled, agents can preview a summary of the consumer’s previous conversation when receiving a transferred engagement either from a chatbot or from another agent.

For example, the following image displays a transfer from a chat bot to a live agent for assistance and includes a brief, AI-generated summary of the user’s conversation with the bot.

Alternatively, the following image provides an example of the AI-generated summary when preparing to transfer an engagement to another agent.

Refer to Zoom’s support center for more information on viewing engagement summaries.

Follow-Up Tasks

AI Companion can automatically generate and suggest follow up tasks for an agent based on the conversation.

For example, if a consumer has a complaint about the user experience of the website and the agent discusses their willingness to investigate the issue with the web team, AI Companion can automatically generate this as a suggested follow-up task for the agent.

Refer to Zoom’s support center for more information on using Follow-Up Tasks with AI Companion.

Smart Responses

AI Companion Smart Responses assist agents in crafting replies within the Messaging channel during an engagement. This feature allows for copyediting, rephrasing, or adjusting the tone of a message to suit a specific audience and can help agents produce professional responses that align with a company’s standards within a conversation.

Refer to Zoom’s support center for more information on using smart responses with AI Companion.

The following sections describe features available to Zoom Contact Center and Zoom Quality Management supervisors.

Scoring or Evaluating an Interaction

With Zoom Quality Management, contact center supervisors can evaluate interactions with Scorecards to help ensure compliance with company practices and identify agent areas for improvement. Interactions can be evaluated by a supervisor on an assignment or as-needed basis, with automated tools that can identify interactions with low scores for immediate review.

Refer to Zoom’s support center and the Zoom Quality Management Explainer section on Scorecards for more information on evaluating interactions.

Comments

In addition to objective feedback through scorecards, supervisors can provide direct feedback to agents or other evaluators through comments, drawing attention to specific elements of an interaction that are noteworthy.

Depending on the supervisor’s discretion, comments can be restricted to anyone or only @mentioned users.

Moments

While scoring or reviewing an interaction, a supervisor may encounter situations where an agent handles a situation notably well. With Zoom Quality Management, supervisors can easily create highlights of a recording as a Moment—a short clip within an interaction—to share as an example for others.

Refer to Zoom’s support center for more information on creating, editing, and sharing Moments.

Reviewing Agent Analytics and Performance

Zoom Quality Management provides numerous details and analytics about agent performance within each interaction, including:

Supervisors are encouraged to use Zoom Quality Management reports to track agent performance and key metrics, offering coaching and feedback to develop and improve agents over time. These reports can help supervisors identify which agents are consistently performing well, which agents may require attention, and which are demonstrating improvement over time.

Refer to Zoom’s support center and the Zoom Quality Management Explainer section on analytics for more information on Zoom Quality Management’s agent analytics.

Using Topics and Indicators

Supervisors can use Topics and Indicators to identify interactions that highlight key themes or discussion points relevant to their organization.

For example, if a company is releasing a new product, like a smart watch, they can automatically identify which conversations included discussion about the new product to gauge consumer interest and common discussion points. Alternatively, these features can be used to identify other important concerns like returns, recalls, or refunds that may require additional oversight or attention.

Refer to Zoom’s support center and the Zoom Quality Management Explainer sections on topics and indicators for more information on these subjects.

This section provides guidance on important considerations businesses should note when deploying Zoom Contact Center.

Zoom Contact Center doesn't support data migration from other Contact Center solutions

Most contact center service providers do not support data migration between platforms. Consequently, businesses with an existing contact center provider should not expect to import any significant data from their previous provider. For example, previous Flows, Queues, routing options, agent profiles, configurations, and settings outside of Zoom Contact Center can't transfer over and must be rebuilt within the product.

There are exceptions to this, such as Zoom Workforce Management (a Zoom Contact Center add-on product) supporting historical data importing for Forecasting, but data migration is otherwise not common within Zoom Contact Center.

Zoom Contact Center doesn't natively support E911 Dialing and requires Zoom Phone or another telephony service provider

At this time, Zoom Contact Center doesn't natively support E911 dialing. To dial 911, agents must call through an alternative telephony solution such as Zoom Phone or another telephony service provider.

The Queue Callback feature doesn't support custom voice prompts

Zoom Contact Center’s Queue Callback feature utilizes text-to-speech to give consumers prompts to remain on the line or be put in-queue for an automatic callback when an agent is available. This feature can't be mixed with other custom voice prompts at this time. Consequently, Queues with this feature can only loop a single text-to-speech menu prompt once a Queued Callback is offered.

Numbers can't be freely transferred between Zoom Contact Center and Zoom Phone without a porting request

Customer-owned phone numbers within Zoom Phone or Zoom Contact Center can't be interchangeably used between services at this time. Zoom customers must submit a request to Zoom to move any number(s) between the two services before they can be used.

Certain settings must be enabled to transfer calls from Zoom Contact Center to Zoom Phone users

If your business has purchased Zoom Contact Center and Zoom Phone, certain settings must be configured for agents to call Zoom Phone users that are not assigned a Zoom Contact Center license. Failure to configure these settings will prevent agents from transferring calls to Zoom Phone users.

Within the Zoom Contact Center Preferences > Account > General Settings > Contacts subsection, an admin must enable the setting to Allow users to search for people in the Zoom Phone Contacts directory when placing or transferring voice calls.

Keep up with our release notes and technical library

Be sure to keep an eye out for Zoom Contact Center’s release notes, featuring new or enhanced features and changes to the product. Zoom additionally has a technical library featuring more advanced configurations for Zoom Contact Center, in addition to other resource documents.

The Zoom Learning Center is an excellent resource

Zoom provides an online learning center that includes numerous courses for Zoom Contact Center and Zoom Virtual Agent. Admins are encouraged to refer to this resource for additional learning opportunities within Zoom Contact Center.

Zoom Contact Center provides a range of licenses and add-on options to fit various business needs and requirements. Fundamentally, every Zoom Contact User requires at minimum a Zoom Contact Center license to use the service in any capacity; however, feature access and availability will depend on the type of license and add-ons provisioned to each user. The following sections detail Zoom Contact Center’s licensing and add-ons.

Licenses

The following Zoom Contact Center features and add-ons are available with the following licenses:

Named Licenses

Named licenses function on a one-license-per-user basis. Users must be individually assigned or unassigned licenses to gain or lose access to the service.

Concurrent Licenses

Concurrent licenses function on a shared occupancy basis, allowing groups of users to collectively share and borrow Zoom Contact Center licenses, up to the account’s maximum. This affords contact centers flexibility and can reduce the need to actively manage license assignments.

Add-Ons

In addition to the core licenses for Zoom Contact Center, the following add-on licenses are available for purchase.

• Zoom Workforce Management

  • Grants users access to the Zoom Workforce Management product.

  • Included with Elite license.

• Zoom Quality Management

  • Grants users access to the Zoom Quality Management product.

  • Included with Elite license.

• AI Expert Assist

  • Grants users access to Zoom’s AI-powered tool to more efficiently resolve consumer issues.

  • Included with Elite license.

• Zoom Virtual Agent

  • Zoom’s AI-powered chatbot, designed for self-service and agent hand-offs when necessary.

  • Account-wide license; doesn't require individual user assignments.

• Toll-Free Numbers

  • Toll-free numbers for consumers to contact you, free of tolling charges.

• Cloud Storage

  • Provides additional cloud storage for assets, transcripts, and recordings.

• Global Phone Numbers

  • Additional local, toll-free, virtual, or international phone numbers.

After completing the initial setup process, users can access most of their Zoom Phone settings and features from the tab on the web portal. By default, clicking the Phone tab will open the Settings screen; however, users can also switch to the History, Voicemail, and Recording tabs, which are also available within the Zoom Workplace app.

Settings

From the Settings tab on the web portal, users can edit the following settings and features:

Call Handling

Call handling settings determine how calls are routed or handled, and can be specified to operate differently during a user's defined business, closed, or holiday hours. For example, users can customize settings so that they will receive calls on the Zoom Workplace desktop and mobile apps during their defined business hours, but during closed hours, all calls will go straight to their voicemail.

Configurable settings for call handling include: