Connecting your Voice Agent to Zoom Phone

Note, this process may vary slightly based on your current configuration in Verizon

Overview

To connect a voice agent with Zoom Phone, you’ll:

1. Access your Zoom Phone settings
2. Configure call handling (call flow)
3. Route calls to a voice agent number
4. Customize business hours and after-hours behavior
5. Configure a fallback number for human support

Zoom Phone allows flexible routing, so you can choose whether the voice agent handles all calls or only specific time periods.

Prerequisites

Before getting started, make sure you have:

• Access to your Zoom admin account
• Zoom Phone enabled with at least one active number
• Your Yonder voice agent phone number
• A fallback number 

Option 1: Configure via Phone Settings

You can update call routing directly within your phone settings.

1. Navigate to:
   • Phone → Settings
2. Locate the phone number you want to configure
3. Scroll to Call Handling
4. You will see:
   • Business Hours
   • Closed Hours

Update Call Handling

1. Click Edit under the desired time period
2. Set the routing action to:
   • Forward to external number (or similar option)
3. Enter your voice agent phone number
4. Disable other routing options (e.g., user, voicemail, queue) if needed

Repeat this for:

• Business Hours (if using full-time coverage)
• Closed Hours (for after-hours coverage)

Option 2: Configure via Number Management

Alternatively, you can configure routing per phone number.

1. Navigate to:
   • Phone → Number Management → Phone Numbers
2. Select the number you want to update
3. Click the edit or settings (phone icon) option
4. Scroll to Call Handling

Update Routing for the Number

1. Under Business Hours and/or Closed Hours:
   • Click Edit
2. Set routing to:
   • External phone number
3. Enter your voice agent phone number
4. Save changes

Optional: Remove Greeting Prompts

If a greeting is configured, callers may hear it before the voice agent answers.

To create a seamless experience:

• Disable or remove any greeting prompts in the call handling flow

This allows:

• The call to ring directly
• The voice agent to answer immediately

Final Call Flow

Once configured, your system will work like this:

1. Customer calls your Zoom Phone number
2. Call is routed based on call handling settings
3. Call is forwarded to the voice agent
4. Voice agent answers the call
5. If needed → transfers to your fallback number

Tips & Best Practices

• Disable greetings when using a voice agent for a more natural experience
• Use consistent routing across business and closed hours for simplicity
• Test each number after configuration
• Keep fallback numbers active and reachable
• Use Number Management when handling multiple lines