> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Kore Voice Automation Integration with Zoom Contact Center

[Back to Integrations List](https://koreai.mintlify.site/ai-for-service/contact-center/integrations/overview.md)

Integrate Kore Voice Automation with Zoom Contact Center (ZCC) using SIP Integration to enable AI-powered voice assistance for incoming calls.

***

## How It Works

| Phase | Description |
| - | - |
| **Setup** | Kore configures the integration with ZCC using Zoom connectors. |
| **Channel Integration** | The AI Agent uses ZCC as a communication channel. Calls from ZCC route to Kore IVR for voice automation. Supports "Transfer from IVR" and "Agent Transfer." |
| **Routing** | Kore runs voice automation. If a human agent is needed, use the Agent Transfer Node to return the call to ZCC with optional SIP headers. |
| **Agent Interaction** | Agents receive and respond to customer calls via ZCC. |

***

## Prerequisites

* [Zoom App Marketplace Developer account](https://marketplace.zoom.us/)
* Developer access to the Platform

***

## Architecture

![Architecture Diagram](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/architecture-diagram-1.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=e1b191339ab759d3d4a3fd51ccbefe4a)

***

## Setup Overview

1. Associate an app within an experience flow.
2. Configure "Transfer from IVR."
3. Configure "Agent Transfer."
4. Create a Bot Connector instance on Zoom App Marketplace.
5. Fetch conversation details and summary.

***

## Step 1: Associate an App with an Experience Flow

In the Experience Flow, add an **Automation** node and attach the app to trigger when ZCC transfers a call to Kore. See [Create Flows](https://koreai.mintlify.site/ai-for-service/flows/create-and-manage-flows.md#create-a-start-flow) and [Automation node](https://koreai.mintlify.site/ai-for-service/flows/node-types/automation).

> [!NOTE]
>
> If using the older "SmartAssist" version, follow the SmartAssist flow creation guide.

***

## Step 2: Configure Transfer from IVR

Transfer from IVR routes calls from ZCC to Kore.

1. Go to **Flows & Channels > Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk**.

   ![Transfer from IVR](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/transfer-from-ivr-2.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=0356ba3f0f7e5c0f1d4a591958af3580)

2. Select **Contact Center AI**. The **SIP URI** field auto populates and is used for the ZCC-to-Kore transfer.

3. Copy the **Domain** from Zoom Connector App > Configuration Details and paste it in **Fully Qualified Domain Name**.

4. Copy the **DID Number** from Zoom Connector App > Configuration Details and paste it in **DID Number**.

5. Configure:
   * **DNS Resolve Method**: srv
   * **SIP Transport Type**: TLS
   * Enable **Pad Crypto**

6. Click **Next**, then enable **Inbound Calls** and **Outbound Calls**.

   ![Forward to Phone Number](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/forward-to-phone-number-3.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=77a5e260ffcff470787822d8b354e9b4)

7. Click **Save**.

   > [!NOTE]
   >
   > After saving, attach the flow from Step 1 to this SIP configuration.

8. Click **Attach Flow** and attach the flow from Step 1. See [Attach Flow](https://koreai.mintlify.site/ai-for-service/channels/voice-gateway/configure-voice-gateway#attach-flow).

   ![Kore AI Voice Gateway](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/koreai-voice-gateway-4.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=38f0b2677098484bb3fe69d5345bd6d6)

***

## Step 3: Configure Agent Transfer

After the customer interacts with the AI Agent, transfer to ZCC using one of these approaches:

### Option A: Agent Transfer Node in Experience Flow

1. Select **Agent Transfer** from **Action**.

   ![Agent Transfer Node](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/agent-transfer-node-5.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=a91ccb6f38bd44d1878047cd5574cd9e)

2. Add the Agent Transfer configuration.

   ![Agent Transfer Configuration](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/adding-configuration-agent-transfer-node-6.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=115f92d615c40b261759bb88de9432d3)

3. Go to **App Settings > Integration > Agent Transfer > Voice** and create a SIP transfer.

4. Select **SIP BYE** for ZCC agent transfer.

   ![SIP Transfer](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/sip-transfer-7.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=d2230dd25db378d883b3e80aa9581f1e)

5. Configure SIP headers to pass to ZCC on agent transfer via SIP BYE.

### Option B: Agent Transfer from a Dialog Task

Add the following code to a Message Node:

> [!NOTE]
>
> Agent transfer can target a phone number or any SIP URI.

```js theme={null}
var message = "Transferring Call to xxxx number";
var ReferTo = "+91xxxxxxxxxx"; // or SIP URL
var headers = {
  "X-Reason": "Call Received from Kore"
};
print(voiceUtils.refer(message, ExternalPhoneNumber, headers));
```

### Agent Transfer Scenarios

| Scenario | What Happens |
| - | - |
| Customer resolves query and hangs up | Zoom sends SIP BYE; Kore sends ACK; no SIP headers passed. |
| Voice bot ends the call | Kore sends `kore-session_id` and `kore-bot_id` in INVITE's 200 OK; sends `kore-reason(HangUp)` in SIP BYE; any custom gateway headers are passed. |
| Customer needs transfer to ZCC agent | Kore sends `kore-session_id` and `kore-bot_id` in INVITE's 200 OK; sends `kore-reason(TransferToAgent)` in SIP BYE. |

***

## Step 4: Create a Zoom Connector (Transfer from IVR)

1. Sign in to [Zoom App Marketplace](https://marketplace.zoom.us/apps) as Admin.

2. Go to **App Types > Connectors**, or search for "kore.ai."

   ![Kore AI Virtual Assistant](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/koreai-virtual-assistant-8.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=671e3a8002f8e542ad61728da587196a)

   ![Kore AI Virtual Assistant 2](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/koreai-virtual-assistant2-9.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=babd0833896e579840f9f023fbe3d137)

3. Select the **Kore.ai** connector.

   ![Connector Details](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/connector-details-10.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=6afd676cb29334a39d8457a9b19bedc1)

4. Click **Create Kore.ai Assistant Connector**.

   ![Create Connector](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/create-koreai-virtual-assistant-connector-11.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=649157490783b0b27845db4255e72bcd)

5. Enter a **Connector Name**, select **Voicebot** from **Choose Bot Type**, and click **Next**.

6. Select your region to auto-populate the Base URL.

7. Copy **Bot ID**, **Client ID**, and **Client Secret** from AI for Service:

   * Go to **Flows & Channels > Digital > Configured Channels > Web/Mobile Client > JWT App Details**.

   ![Web Mobile Client](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/web-mobile-client-screen-12.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=8fe071ac8c886e369535d3338e67a19d)

8. Paste the values into the **Authorization Parameters** section and click **Next**.

   ![Zoom Kore.ai VA Connector](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/zoom-koreai-va-connector-13.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=5dfa95c15a32d2952b98e56353a5ba44)

9. Copy the **Domain Name** and **DID Number** from the connector page.

   ![Domain Name and DID Number](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/domain-name-did-number-14.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=77c89b2ca67dc300d66c940315cfb634)

10. Paste them into the **Assistant Connector** configuration in ZCC.

11. Click **Next** to authorize the connector with the Platform.

After creating the Experience Flow, attach a DID Number to the flow. Since Zoom integration uses DID numbers, no number purchase from Kore is required.

***

## Step 5: Fetch Conversation Details and Summary

1. Sign in to AI for Service.

2. Go to **Contact Center AI > Analytics > Contact Center > Interactions** and verify call records exist.

   ![Contact Center Interactions](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/contact-center-interactions-15.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=d4b66811dc1f803a7013da386d854bed)

3. Go to **Settings > App Settings > Dev Tools > API Scopes**.

   ![API Scopes](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/api-scopes-16.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=3ec21813135b27bb5e1039eddc778edd)

4. Click **+ New Mapping**, then select an app from the **JWT App** list.

   ![JWT App Name](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/jwt-app-app-name-17.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=a6891c0e268db82d726bb795cd90dd36)

5. Enable **Chat History** under **Automation** and click **Save**.

6. Go to **Generative AI > Models Library**, find **Kore.ai XO GPT**, and click **Enable Now**.

   ![Enable XO GPT](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/enable-koreai-xo-gpt-18.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=2209543bd4535465fe29379a07f22244)

7. On the Kore.ai XO GPT page:

   * Select a model.
   * Select a fine-tuned model for **Summarizing Conversation**.
   * Read and accept the LLM & Generative Policy guidelines.

   ![LLM GenAI Policy Guidelines](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/llm-genai-policy-guidelines-19.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=2607a1f2eee071dfcb0aed65af48c2f5)

8. Click **Save**.

9. Go to **Generative AI > GenAI Features**. Enable **Conversation Summary** by selecting a model and toggling it on.

10. Go to **Deploy > Publish** and click **Proceed**.

    ![Publish Bot](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/publish-your-bot-20.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=efae439cece3a91adb22d4d6a8b8e585)

11. Enter a comment and click **Confirm**.

    ![Confirm Publishing](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/confirm-publishing-your-bot-21.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=fa71833ceedd0f764a9e07ccf1d0932f)

12. Close the confirmation message.

    ![Close Confirmation](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/closing-va-publishing-confirmation-message-22.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=29fb1307a219c2cd33b2faacead13938)

13. Copy the `curl` from the [Conversation Details and Summary API](https://koreai.mintlify.site/ai-for-service/apis/automation/conversation-details-and-summary).

14. In Postman, paste the `curl` and replace the following values:

    **Bot ID** — From AI for Service:

    * Go to **Contact Center AI > Flows & Channels > Digital**.

      ![Contact Center Digital](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/contact-center-flows-and-channels-digital-23.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=d9a49de1c966ddd8b4dd2865a14afd41)

    * Click **Web/Mobile Client** under **Configured**, expand **JWT App Details**, and copy the **Bot ID**.

      ![JWT App Details](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/expand-jwt-app-details-24.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=3993ac90725bc90048d183ed698c908e)

    **Session ID** — From AI for Service:

    * Go to **Contact Center AI > Analytics > Contact Center > Interactions**.

    * Click the interaction log.

      ![Interaction Log Details](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/interaction-log-details-25.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=f90029c2d0134073cb71c6f8a57e825b)

    * On the **Insights to Logs** page, click **Identifiers** and copy the **Session ID**.

      ![Insights to Logs Session ID](https://mintcdn.com/koreai/dI8V_rC3uZCEdMzk/ai-for-service/contact-center/integrations/voice-automation-with-zoom-cc/images/insights-to-logs-sessionid-26.png?fit=max\&auto=format\&n=dI8V_rC3uZCEdMzk\&q=85\&s=316e7d5f7872e6275e00cee4f876575f)

    **JWT Token** — Follow the [JWT token generation guide](https://koreai.mintlify.site/ai-for-service/apis/automation/api-introduction.md#generating-the-jwt-token).

15. Run the modified `curl` to retrieve conversation details and summary.


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