Setting up the Zoom Amazon Connect integration

Requirements for setting up the Zoom Amazon Connect integration

• Account owner or admin privileges for the Zoom web portal
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to set up the Zoom Amazon Connect channel

1. Create or select an existing voice agent.
2. Scroll to Channel section.
3. Hover over Add agent to channel, then select Add to Zoom Contact Center.
4. Select Add to Amazon.
5. Enter a name and click Save.
6. Copy the virtual number and API key.
   These two will be used later in Amazon Connect flow.

How to create an Amazon Connect instance in AWS Console

1. Sign in to AWS Console.
2. In the search bar, enter Amazon Connect, then click it from the results.
3. In the left navigation menu, click Instances.
4. On the Amazon Connect virtual contact center instances page, click Add an instance in the upper-right corner.

How to create voice transfer integrations

1. Sign in to AWS Console.
2. In the search bar, enter Amazon Connect, then click it from the results.
3. In the left navigation menu, click Instances.
4. Select the instance you created.
5. Under External voice systems, click Voice transfer integrations.
6. Click Create external voice transfer connector.
7. Set up the voice transfer integration configuration as follows:
   • Connector destination type: Ribbon SBC
   • Media metrics log: Enabled
   • State: Enabled
   • Voice systems type: Avaya Aura Call Center Elite, Avaya Aura Contact Center, Cisco Unified Contact Center Enterprise, Genesys Engage
   • Encryption: Enabled
   • SIP message logs: Enabled
     Note: If this is your first integration with Zoom Virtual Agent, it is recommended to enable both SIP message logs and Media metrics logs for issue tracking.
8. Configure the outbound routes correctly. Contact Zoom Support for details about the routes configuration.

How to set up the Amazon Connect flow

1. Sign in to Amazon Connect Admin Workspace.
2. In the left navigation, click Flows then Create flow.
3. You can import an existing flow directly or design one manually.
   If you import the example flow, update the configuration for the following blocks:
   • Transfer to phone number: Use the virtual number from Zoom Virtual Agent.
   • AWS Lambda function: Modify variables as needed to send or retrieve data from Zoom Virtual Agent.

Set up the Transfer to Phone Number block

• Transfer to: Select External voice system.
• Destination ARN: Select Set manually, then choose the voice transfer integration you created as the destination ARN.
• Resume flow after disconnect: Select Yes if you want to transfer to a human agent when a customer escalates. Select No if escalation is not required.
• To User: Select Set manually and enter the virtual number obtained from the Zoom Virtual Agent channel.
• From User:
  • To use a real user number: Select Set dynamically, then choose namespace: System and key: System address or number.
  • To use a virtual number: Select Set manually and enter a virtual digital number.

Setup AWS Lambda function

1. Sign in to the AWS Console.
2. In the search bar, enter Lambda, then click it from the results.
3. In the left navigation, click Functions.
4. Click Create function.
5. Set the timeout to match your flow timeout.
   Note: 8 seconds is the recommended value, which is the maximum allowed in Amazon Connect flows.
6. Go back to your Amazon Connect Instance, open the Flows tab, and select the Lambda function to use in your flow.
7. In the Amazon Flow Designer, open the AWS Lambda function block configuration and update it as follows:
   • Select an action: Select Invoke Lambda.
   • Function ARN: Select Set manually, then choose the Lambda function you created.
   • Execution mode: Select Synchronous mode.
   • Function input parameters:
     • API key: API key obtained from the Zoom Virtual Agent channel details.
     • Domain: Zoom Virtual Agent API domain, depending on your Zoom account region:
       • us: us01integrationzva.zoom.us
       • eu: eu01integrationzva.zoom.us
       • sa: sa01integrationzva.zoom.us
     • You can also send or retrieve variables in the Lambda API request as needed.
   • Timeout: Set to 8 seconds (recommended) to allow enough time for transcript and summary generation.
   • Response validation: Select JSON if your Lambda function returns an object.