TelephonyVINSI VOICEPhone Connections

Connect Zoom Phone

Let a VINSI AI agent answer calls to your Zoom Phone numbers and pass callers to your team.

Created: September 18, 2026

Updated: September 18, 2026

Overview

Zoom Phone only accepts a direct SIP connection from a carrier through Zoom's Bring Your Own Carrier (BYOC) option, using a Zoom-certified Session Border Controller. Most Zoom Phone accounts don't use BYOC, so the usual way to connect is for Zoom to forward calls to a VINSI number. It takes a few minutes and needs no new hardware.

Two Ways to Connect

	Call forwarding	Direct SIP (BYOC)
Needs	Any Zoom Phone plan	BYOC enabled on your Zoom account, plus a Zoom-certified SBC
Setup	Your Zoom admin, a few minutes	A project with your Zoom admin, VINSI and Zoom
Calls in to the AI	Yes	Yes
AI transfers to	Direct numbers and call-queue numbers	Depends on the design
AI calls out using	A VINSI number (or a number you authorise)	Depends on the design

Call Forwarding (Standard Zoom Phone)

Set It Up

In VINSI, get a number for the agent (Phone Numbers → Add Phone Number) and assign it to the agent. See Setting Up Phone Numbers.
In the Zoom web portal, a Zoom admin adds the VINSI number as an external phone number (Zoom calls this an External Contact).
Route the number, auto receptionist, or call queue you want the AI to answer to that external contact — for all calls, or only for certain times such as after hours or overflow.
Call the Zoom number from a mobile. The AI should answer, and the call should appear in VINSI's Call Logs with your caller's number.

Transfers to Your Team

Zoom extensions can only be reached from inside Zoom, so the AI transfers to a full phone number. Use one of these as the agent's transfer destination:

A call queue with its own number (recommended) — it rings whoever is free, using your existing Zoom ring rules.
A person's direct number — only for staff who have one; many Zoom seats only have an extension.

The caller hears hold music while the phone rings, and the AI can pass the caller's details and a short summary of the conversation to the person who answers.

Never transfer to the number that forwards to the AI. The call would come straight back to the agent. Transfers need a different number.

Outbound Calls & Caller ID

Forwarding only covers incoming calls. Calls the AI makes — callbacks, reminders, campaigns — go out through VINSI, not Zoom. Your options for the number people see:

Option	Trade-off
A VINSI number (recommended)	Full STIR/SHAKEN verification, least likely to be labelled “Spam Likely”. Your Zoom numbers stay as they are.
Port the number to VINSI	Strongest verification, but incoming calls to it then arrive at VINSI instead of Zoom.
Show a Zoom number you authorise	Keeps the number on Zoom, but calls get a lower verification level and are more likely to be flagged as spam. Arranged with VINSI.

Direct SIP Connection (Zoom BYOC)

A direct SIP connection removes the forwarding limits, but Zoom only accepts it from a Zoom-certified SBC on an account with BYOC enabled.

You already have BYOC with your own SBC: your SBC admin adds a route to VINSI, and VINSI configures its side. Contact VINSI to plan it.
You don't have BYOC: it means enabling BYOC with Zoom and deploying a certified SBC, which adds cost and lead time. Call forwarding covers most needs without it.

Limits to Know

Forwarding covers incoming calls only.
The AI can't dial Zoom extensions — only full phone numbers.
Calls Zoom forwards to an outside number can count as outbound minutes on your Zoom plan. Check your plan if it's metered.
How Zoom presents the caller's number on forwarded calls depends on your Zoom settings. Check it on your first test call, so the AI can recognise returning callers.

Troubleshooting

Problem	Check
Calls don't reach the AI	The external contact has the full VINSI number; the routing rule is active for the current time; the VINSI number is assigned to an agent.
Transfers come back to the AI	The transfer destination is the forwarded number. Use a call queue or direct number instead.
Transfers to one person don't ring	That person has no direct number in Zoom. Transfer to a call queue with a number instead.
The AI doesn't recognise returning callers	Zoom is showing its own number instead of the caller's on forwarded calls. Change the caller ID setting for forwarded calls in Zoom.