Setting up Virtual Agent in Zoom Phone

The Virtual Agent page provides a dedicated landing page, explaining virtual agent capabilities and implementation guidance. Zoom Virtual Agent integrates with Zoom Phone to provide an AI-powered auto receptionist that can handle call routing, appointment scheduling, and business inquiries. Key capabilities include:

• Automated call routing to auto receptionist, call queues, shared lines, or individuals
• Appointment scheduling integration with Zoom Scheduler
• Knowledge base integration for answering common business questions

Note: Zoom is gradually migrating customers to the new Phone system setup. If your account still uses the previous configuration in AI Studio, refer to this article for setup instructions.

Requirements for setting up Zoom Virtual Agent in Phone system

• Account owner or admin role with Virtual Agent permission
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom Virtual Agent for voice license

How to set up Zoom Virtual Agent in Phone system

Set up ZVA Receptionist

Note: For online accounts without a Zoom Virtual Agent license, the system provides the ability to apply for a trial license. Click Get started and follow the prompts to complete the setup.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Agents.
4. Under the ZVA Receptionist tab, click Add and select one of the following options:
   • New ZVA Receptionist: Create and assign a new Zoom Virtual Agent receptionist.
   • Select existing ZVA Receptionist: Assign an existing Zoom Virtual Agent receptionist.
     Note: If no virtual agent has been created, you'll be directed to the Zoom Virtual Agent page where you can create a new voice agent.
5. Click Save.

Manage assignments

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Agents.
4. To the right of the virtual agent you want to manage, click Assignments.
   A panel will appear, where you'll be directed to the Assignments tab.
5. (Optional) At the top of the panel, click the Assigned to dropdown and select a filter: Auto receptionist, Call queue, or Shared line group.
6. View the extension information to which the virtual agent is assigned:
   • Extension name: View the extension name. If you click the extension name, you will be directed to the extension's page.
   • Extension number: View the extension's number.
   • Extension type: View the extension type.

Configure profile settings

Each virtual agent has its own extension profile, which you can update at any time.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Agents.
4. Under the ZVA Receptionist tab, click the name of the virtual agent you want to manage.
5. Under the agent's profile, review or update the following fields:
   • Site: Determines extension range and compliance rules.
   • Extension number: Assign or change the internal extension.
   • Number(s): Phone numbers assigned to the virtual agent (optional)
   • Department and Cost center: For organizational tracking.
   • Call distribution for direct calls: Define how incoming calls to the receptionist’s extension are handled:
     1. Set the percentage of calls handled by the ZVA receptionist.
     2. Route remaining calls to another target (User, Auto Receptionist, Call Queue, or Shared Line Group).
        Note: This setting applies only to calls made directly to the AI receptionist’s extension. Calls routed from an Auto Receptionist (AR), Call Queue (CQ), or Shared Line Group (SLG) to the AI receptionist do not follow the fractional call traffic configuration.
   • Call fallback handling: Specify where calls should go if the AI receptionist is unavailable (for example, due to service issues or draft status):
     1. Click Edit under Call Fallback Handling.
     2. Choose a fallback target:
        • User
        • Common Area
        • Auto Receptionist
        • Call Queue
        • Shared Line Group
     3. Click Save.
6. Click Save.

Configure traffic split

You can split incoming call traffic between your virtual agent and traditional routing options such as auto receptionists (AR), call queues (CQ), and shared line groups (SLG).

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Agents.
4. Under the ZVA Receptionist tab, click the name of the virtual agent you want to configure.
5. Under Call distribution for direct calls, configure the percentage of calls to route to the virtual agent.
   Note: The remaining percentage of calls can be routed to other extension types, including AR, CQ, or SLG.
6. Click Save.

Configure policies

Policy settings are synced with Zoom Virtual Agent settings. See this article for more information.

How to configure your virtual agent

Basic configuration

1. Use pre-built Zoom Phone templates to add agents quickly.
2. Customize your greeting and guidance messages.
3. Use the Refine with Assistant tool to adjust the agent's identity and tone.
4. Select a voice actor by choosing a gender, accent, and formality level.

Set up skills for routing

Configure routing skills to handle specific call routing scenarios.

1. Create a Skill with specific trigger conditions.
2. (Optional) Implement API integration in the instructions for advanced caller verification or conditional checks.
3. Using the forward slash (/) tools menu, access the Zoom_phone_routing tool to define the routing destination.

Set up skills for appointment scheduling

Configure routing skills to handle appointment scheduling scenarios.

1. Create a Skill with specific trigger conditions.
2. Using the forward slash (/) tools menu, access the Appointment_scheduling tool.
3. Go to Zoom Scheduler using the provided URL link and copy the desired scheduler URL.
4. Paste the link in the tool field.

Set up skills for transfer by name routing

Configure routing skills to allow callers to reach a person or department by speaking a name.

1. Create a Skill with specific trigger conditions.
2. Using the forward slash (/) tools menu, access the Zoom_phone_transfer_by_name tool.
3. Under Route to, select which extensions can receive calls. Options include Users, Call Queues, Shared Line Groups, Common Areas, and Auto Receptionists.
4. Select All to include all extension types, or limit the selection as needed.
5. (Optional) Enable Automatically include new extensions into the transfer by name list to keep the list up to date as new extensions are added.

How to deploy your virtual agent

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click AI Studio then Virtual Agents.
4. Select the voice agent you want to deploy.
5. In the upper-right corner, click Publish.
6. In the Channels section, click Add agent to channel then select Add to Zoom Phone.
   The voice agent will appear in under the ZVA Receptionist tab.
7. Select an existing ZVA Receptionist and configure the site settings.

Once configured, your Zoom Virtual Agent will begin handling calls according to your specified settings and routing rules.

How to delete a virtual agent

To delete a virtual agent, refer to this article.