Configure the Zoom Phone integration

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Genesys Cloud administrators must complete several prerequisite steps and configuration tasks to establish a Zoom Phone integration. Required prerequisites include obtaining a Zoom Phone license, possessing Integration permissions (included in the Master Admin role), and establishing a SIP Trunk to PBX platform connection. Administrators must also configure a Genesys Cloud SCIM (Identity Management) connection with specific field mappings, mapping the Directory telephone number field to the SCIM phoneNumbers[type eq "zoomphone"].value field to enable call transfers between Genesys Cloud and Zoom Phone. A notable limitation exists in that Genesys Cloud users cannot dial out to the PSTN via Zoom Phone, requiring alternative PSTN connections for outbound calls. To enable the integration, administrators navigate to Menu > IT and Integrations > Integrations, select Add Integration, search for Zoom, and install the Zoom Phone integration card. The configuration process involves accepting or customizing the default integration name, optionally adding notes, saving the configuration, and activating the integration via the Details tab toggle. Genesys Cloud integrations become available to users within approximately five minutes or an application reload. User access to the integration is controlled through role-based permissions. Users require either the Zoom Phone User and Employee roles or roles with Integration > zoomPhone > View and Integration > Unified Communications – View permissions to access the integration and view badges. Users with Integration > Unified Communications – View permission see badging for SCIM-populated integration users, while those with Integration > zoomPhone > View permission can use call transfer workflows and view presence information. The documentation includes a feedback mechanism enabling users to report on article helpfulness and provide detailed input regarding content accuracy, completeness, clarity, and organization. Users can specify their role during feedback submission and access related documentation on Zoom Phone integration installation, Unified Communication tools integration setup, and internal contact management procedures. A privacy policy acknowledgment is required before submitting feedback, and community support resources are available for additional assistance

After you install the Zoom Phone integration from AppFoundry, a Genesys Cloud administrator must add, configure, and grant access to the Zoom Genesys Cloud integration. As an administrator, complete the tasks below in order.

PrerequisitesClick to expand

Before you add and configure the Zoom Phone integration in Genesys Cloud, you must configure the following:

A SIP Trunk to PBX platform. For more information, see Setting up contact center integration.
A Genesys Cloud SCIM (Identity Management) connection to a SCIM provider with administrator permissions to install apps into the SCIM tenant. The following field mappings are required to ensure call transfers between Genesys Cloud and Zoom Phone work as expected:

Directory field	SCIM field	Genesys Cloud field
telephoneNumber	phoneNumbers[type eq `"`zoomphone`"`].value	UserProfile.contactInfo.[0].phone_other.[0].value.number

Notes:

You are required to own and manage the SCIM instance separate from Genesys Cloud.
Currently, Genesys Cloud users are unable to dial out to the PSTN via Zoom Phone. Outbound from Genesys Cloud requires a different PSTN connection.
For more information about non-E.164 support for phone numbers, see Can I add a non-E.164 number to an internal contact?

Enable the integration in your org

Click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
Click Add Integration.
In the Search box, type Zoom.
Locate the card titled Zoom Phone integration.
Click Install. Details about the integration appear.

Assign role

To use the Zoom Phone integration app and view badges, users must have the Zoom Phone User and Employee roles, or any role with the Integration > zoomPhone > View and Integration > Unified Communications – View permissions. For more information on assigning a role, see Assign roles, divisions, licenses, and add-ons.

Users with the Integration > Unified Communications – View permission see badging for integration users who have been populated via SCIM.

Users with the Integration > zoomPhone > View permission can use the call transfer workflow to see presence for integration users who have been populated via SCIM.

Note: If you have a user(s) that does not use the integration and you want to hide the badging feature, remove the Integration > Unified Communications – View permission from the user’s roles.

Configure and activate

Next, configure and activate the Zoom Phone integration:

From the Details tab, accept the default name (Zoom Genesys Cloud integration) or type a different name.
(Optional) Enter notes in the box provided.
Click Save.
Select the Details tab.
Click the toggle so that the integration is Active.
Click Yes. In approximately five minutes, or after an application reload, the integration becomes available to users.

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