Setting up contact center integration

Note: This feature needs to be enabled by Zoom. After contacting support, please allow up to 3 business days for the feature to be enabled. You also need to contact Zoom and the third-party contact center solution to enable the SIP trunk.

Account owners and admins can integrate Zoom Phone with contact center solutions, allowing you to utilize the phone features of Zoom Phone while using a contact center solution to handle calls. Contact center integration provides these benefits:

This article covers:



Some of Zoom Phone's contact center partners don't support encrypted calls (TLS). If you add a contact center that doesn't support encrypted calls, you will see a disclaimer in the web portal.

Contact center TLS/SRTP
Genesys Cloud
Five9 - US
Twilio (only one-way from Zoom Phone to Twilio Flex)

Adding a contact center

  1. Sign in to the Zoom web portal.
  2. In the navigation panel, click Phone System Management, then click Company Info.
  3. Click Account Settings at the top of the page.
  4. In the Settings tab, click Contact Center.
  5. In the Contact Center section, click Manage.
  6. Click Add and specify the following information based on the contact center you want to integrate with Zoom Phone:

Genesys Cloud




Note: Contact Talkdesk before provisioning your Talkdesk account in the Zoom web portal.


Obtaining contact center integration credentials

Note: You only need to obtain credentials for Genesys PureCloud and Twilio. For all other contact center solutions, enter a contact center phone number when adding it to the Zoom web portal.

Genesys Cloud

  1. Sign in to the Genesys Cloud portal.
  2. Click Integrations.
  3. In the navigation menu, click OAuth.
  4. Click Add client.
  5. Follow the instructions from Genesys to add a new client.
  6. Click the name of the client you created.
  7. Under Grant types, select Client Credentials.
  8. Copy and paste the Client ID and Client Secret in a secure place.


  1. Sign in to the Twilio web portal.
  2. On the Dashboard page, locate the Account SID.

    You will need this ID to integrate Twilio with Zoom Phone.
  3. In the navigation panel, click Settings then API Keys.
  4. Click the plus icon to create an API key, or use an existing API key.
  5. If creating an API key, enter a display name and select Standard.
  6. Copy and paste the SID and SECRET in a secure place. You will need them to integrate Twilio with Zoom Phone.

Routing to a contact center

You can set up an auto receptionist to route to the contact center you've added to Zoom Phone.

  1. Access business, closed, or holiday settings for an auto receptionist.
  2. Change the following routing options:
    • Route to: Select Contact Center.
    • Contact Center: Select the contact center that you previously added to Zoom Phone.
  3. Click OK.
    Note: Zoom Phone will route to the specified contact center during the auto receptionist’s business hours and/or closed hours. The greeting prompt will play for callers before they are routed to the contact center’s number.