<!-- Source: https://docs.vinsi.ai/phone-connections/zoom -->
# 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

1. In VINSI, get a number for the agent (**Phone Numbers → Add Phone Number**) and assign it to the agent. See [Setting Up Phone Numbers](https://docs.vinsi.ai/ai-phone-agents/setting-up-phone-numbers).
2. In the Zoom web portal, a Zoom admin adds the VINSI number as an external phone number (Zoom calls this an **External Contact**).
3. 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.
4. 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.       |