Integrating Zoom Virtual Agent with Third-Party Telephony Systems through SIP Voice Gateway

The Zoom Virtual Agent (ZVA) SIP Voice Gateway allows organizations to integrate Zoom’s AI-powered Virtual Agent platform with third-party Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS) environments. Acting as a voice-first conversational AI overlay, the SIP Voice Gateway enables customers to route voice traffic from their existing Session Border Controllers (SBCs) directly to ZVA using standard SIP trunking.

ZVA acts as an intelligent agent resolving queries including workflows and RAG based search. In case the user needs additional help the calls will be transferred to the customer's Contact Center or telephony system.

Note: If you require assistance at any point during this setup or have questions about your specific environment, contact Zoom Support.

Requirements for using Zoom Virtual Agent SIP Voice Gateway for third party telephony integration

Licensed user with Zoom Virtual Agent license

Transport Protocols

Signaling: SIP over TLS
Media: SRTP (AES‑128 or AES‑256)
Encryption Suites: AEAD_AES_256_GCM
Zoom Port Range: 20000–64000 UDP

Encryption suites: AEAD_AES_256_GCM

Codecs: G.711, G.722,Opus, DTMF/RFC2833

Firewall configuration:

Outbound connectivity to Zoom SIP infrastructure
Allow bidirectional RTP/SRTP traffic within specified port range
Whitelist Zoom IP ranges for SIP traffic
Configure session border controller (SBC) if required for NAT traversal

DNS and Certificate Requirements

DNS resolution for Zoom SIP gateway FQDNs
Outbound - SIP Servers or Proxies: Enter the Zoom DNS value into this setting.
- ZVA-US01
  - us-zva-us01-3psip.zoom.us
  - eu-zva-us01-3psip.zoom.us
  - ap-zva-us01-3psip.zoom.us
  - au-zva-us01-3psip.zoom.us
  - in-zva-us01-3psip.zoom.us
- ZVA-US08
  - us-zva-us08-3psip.zoom.us
  - eu-zva-us08-3psip.zoom.us
  - ap-zva-us08-3psip.zoom.us
- ZVA-EU01
  - eu-zva-eu01-3psip.zoom.us
- ZVA-SA01
  - uae-zva-sa01-3psip.zoom.us
- ZVA-UK01
  - uk-zva-uk01-3psip.zoom.us

Zoom SIP Signaling Subnets
Allow traffic from the following Zoom subnets (region‑specific):

164.211.144.0/24
115.110.154.192/26
134.224.0.0/16
144.195.0.0/16
147.124.96.0/19
149.137.0.0/17
156.45.0.0/17
159.124.0.0/16
170.114.0.0/16
173.231.92.0/24
173.231.94.0/24
206.247.0.0/16

Certificates

Valid TLS certificates for secure SIP trunking
Zoom CA: Root CA and Intermediate CA
Vendor CA: self-signed CA is not allowed
NTP synchronization for accurate timestamp validation

How ZVA SIP Voice Gateway works

The ZVA SIP Voice Gateway connects your contact center or UC platform to Zoom’s AI engine using SIP. This integration allows inbound voice calls to be handled by AI‑driven voice agents capable of understanding caller intent, providing automated responses, and transferring calls to human agents when necessary.

Integration architecture

Key components

Component	Description
CCaaS/UCaaS Platform	Your existing contact center or UC platform (e.g., Genesys Cloud, Amazon Connect, Five9, generic SIP PBX).
SIP Trunk	Secure SIP connection between your platform and ZVA.
ZVA Voice Gateway	Zoom’s SIP endpoint for receiving inbound calls and routing them to the AI engine.
Virtual Agent Engine	AI‑powered conversational module that manages customer interactions.
Transfer Destination	Endpoint for escalation to a live agent (queue, extension, or PSTN).

High‑level architecture

Inbound: Caller

External SBC / CCaaS

SIP INVITE

Zoom SIP Gateway

ZVA

Processing: ZVA handles ASR, AI processing, and TTS for self‑service.

Outbound/Transfer: ZVA

SIP REFER / INVITE

External SBC / CCaaS

Human Agent Queue

How to configure third-party connection

Set up your CCaaS/UCaaS platform to send inbound SIP calls to the Zoom Virtual Agent. Follow the respective vendor documentation for detailed integration steps.

Important: It is the responsibility of the customer or integration partner to procure, provision, and manage the third-party SIP Trunk required for connectivity to the ZVA SIP Voice Gateway

How to configure Zoom Virtual Agent voice agent

In the navigation menu, click AI Studio then Virtual Agents.

Create a Voice agent.

Under Channels, click Add agent to channel then Add to [Vendor].

Copy the Virtual Number and API Key for use in your vendor system.

Click Save.

Note: For currently supported CCaaS systems (Genesys Cloud, Amazon Connect), no additional configuration is required on the Zoom Voice Gateway SBC.