Configuring Zoom Virtual Agent Genesys cloud integration

Requirements for configuring the Zoom Virtual Agent Genesys integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Genesys admin account
• Edit access to Virtual Agent product

Zoom admin configuration

Create a voice agent

1. Sign in to the Zoom web portal.
2. In AI Studio, create a voice agent.
3. Scroll to the Channels section on the agent overview page.
4. Click Add agent to channel, then select Add to Genesys.
5. Copy the Virtual Number and API key.
   You’ll need these later during the Genesys configuration.
6. Click Save.

Genesys admin configuration

Configure the Genesys Zoom SIP Trunk

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for External Trunks, then click External Trunks under Telephony.
4. Configure the following settings:
   • Type: Generic BYOC Carrier
   • External Trunk Name: Enter your Zoom account number (this will be used as your Inbound SIP Termination Identifier as well).
   • Protocol: TLS (Zoom supports TLS only)
   • Number Plan Site: Select the site that your Genesys users are connected to. Depending on your Genesys configuration, you may need to add this configuration to multiple sites.
   • Inbound SIP Termination Identifier: zoomcc-<zoom_acct_number> (this should match your External Trunk Name).
     Note: This value must be globally unique in the Genesys region.
   • Outbound - SIP Servers or Proxies: Enter the Zoom DNS value into this setting.
   • Caller ID: Leave this field blank. By default, the originating user's phone number will be passed to ZVA.
   • Prioritized Caller Selection: Change this to Call Source (the default is This Trunk, but you should enable Call Source instead to make sure the user's number is passed through to ZVA).
   • SIP Access Control (Applies to Both Inbound and Outbound Calls): Enter the Zoom IPs that are associated with the DNS you selected above. This allows the Zoom IPs to communicate with your Genesys account.
5. Expand the Protocol section and enable the following:
   • Header/Invite
   • User to User Information (UUI)
     • Type: User-to-User
     • Encoding Format: Hex
   • Transfer

Update the site outbound rule configuration

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for Sites, then click Sites under Telephony.
4. Select the site you created, then click the Number Plans tab.
5. Add the virtual number you get here to the list of numbers.

Create DID Number

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for DID, then click DID Number under Telephony.
4. In the left navigation, click DID Numbers then Create Range.
   In the right panel, fill in the number range. Fields like Service Provider and Comments can be arbitrary.
5. Select the numbers you create under DID Assignment.
   These numbers will be assigned to a flow later.

Add a web service integration and create get conversation transcription action

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for Integrations, then click Integrations.
4. On the right top corner, click Integration to add a new web service integration.
5. Search for Web service, then click Install under Web Services Data Action.
6. In the Details tab, name your integration.
7. In the Configuration tab, click Credentials then Configure.
8. On the popup page:
   • Select User Defined under Credential Type.
   • Click Add Credential Field, then set:
     • Key: apiKey
     • Value: The API key copied from Zoom.
   • Click OK, then Save.
9. From the Integrations list, set the integration you added as Active.
10. On the top right, click Add Action.
11. On the popup window, select the integration you added in previous step and enter the action name you want.
12. Click Add to open the action design page.
13. Click the Setup tab and update the contracts as follows:
    • Input Contract
      • Title: conversationID
      • Type: String
      • Required: Required
    • Output Contract
      • Title: result
      • Type: Object
      • Required: Not required
        • Title: transcription
        • Type: String
        • Required: Required
      • Title: Status
      • Type: Boolean
      • Required: Required
14. Set the following:
    • Request URL: https://{zva-integration-domain}/voice/agent/transcription/genesys?conversationId=${input.conversationId}
    • Authorization: ${credentials.apiKey}
    • Region-based Domain Values:
      • dev: proxydevintegrationzva.zoomdev.us
      • qa01: proxyqa01integrationzva.zoomdev.us
      • us01: us01integrationzva.zoom.us
      • eu01: eu01integrationzva.zoom.us
      • sa01: sa01integrationzva.zoom.us
      • go: gointegrationzva.zoom.us

Show conversation transcript on agent desktop

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for Scripts, then click Scripts under Contact Center.
4. Click Create to add new script.
5. Enter a script name and select a division. You can use a blank template or a predefined one.
6. Click Create.
7. In the left navigation, click Scripts then Script Properties.
8. In the right panel, click the Enabled toggle under Inbound.
9. In the Variables tab, click the plus icon , then set the following:
   • Basic Type: String
   • Name: Transcription
   • Input: Yes
10. Click Apply.
11. In the Containers tab, add:
    • A Label component
    • A Text component (as placeholder for the transcription)
12. Click Save then Publish.
13. At the top menu, click the Admin tab.
14. Search for queues, then click Queues under Contact Center.
15. In the Queues tab, select the live agent queue where calls will be transferred.
16. In the Voice tab, set the default script to the one you just created.
17. Click Save.

Create virtual agent flow

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for Scripts, then click Architect.
4. On the top-left corner, click Flows, then select Inbound Call.
5. Click Add.
6. Fill in the form, then click Create Flow to open the flow design editor.
7. Under Reusable tasks, click Task then Set it as the starting task.
8. Add two nodes:
   • Data > Set UUI Data:
     • Set Outgoing UUI Data.
     • Select For Transfers.
     • Enter the DID number for your live agent flow.
   • Transfer > Transfer to Number:
     • Enter the Zoom virtual number.
9. On the top-left corner, click Save then Publish.

Create live agent flow

1. Create a flow to open the flow design editor.
2. Under Reusable tasks, click Task then Set it as the starting task.
3. Under Data, click Call Data Action node to fetch the transcription:
   • Inputs: Set conversationId value to Expression: Call.ConversationId
   • Success Outputs: Mapping result.transcription to Variable: transcription
   • Mapping status to Variable: status
     Note: No need to add a Task. prefix. Genesys will add it automatically when you move out of the input box.
4. Add Decision node to check the status and handle failures.
5. Add Set Screen Pop node then:
   • Select the script created earlier.
   • Input for transcription: Expression: Task.transcription
6. Add Transfer to ACD node then select the live agent queue to transfer calls.

Assign flow DID number

1. Sign in to the Genesys admin portal.
2. Click the Admin tab.
3. Search for Call Routing, then click Call Routing under Routing.
4. Click Add to create two routes:
   • One for the Virtual Agent flow
   • One for the Live Agent flow
5. Assign the appropriate DID number to each route.
6. Select the previously created Virtual or Live Agent flow for each route.
7. Click Create.
8. In your Virtual Agent flow, update the UUI data to use the Live Agent flow DID number.