Setting up dynamic routing and multi-location Zoom Virtual Agent
Zoom Virtual Agent (ZVA) supports dynamic call routing, allowing a voice agent to identify the appropriate department based on a consumer's request and transfer the call accordingly. Combined with multi-location setup, organizations can deploy a single virtual agent across multiple Zoom Phone sites, each with its own auto receptionist and phone number, while centralizing call handling through one agent.
This article covers how to configure a dynamic routing skill that matches consumer requests to the correct department, and how to set up a multi-location environment where multiple Zoom Phone sites route inbound calls to a single Zoom Virtual Agent.
Requirements for setting up dynamic routing and multi-location Zoom Virtual Agents
- Account owner or admin privileges
- Basic, Pro, Business, Education, or Enterprise account
- Zoom Virtual Agent and Zoom Phone licenses
- Multiple sites configured in Zoom Phone
- Auto receptionists created for each site
- Available phone numbers to assign to each auto receptionist
- Knowledge in JSON data structures
How to set up the dynamic routing skill
This skill example is ready for refinement and tuning. The conversational design and guardrails can be modified, but variable and field names must remain unchanged.
Create the skill and configure the skill instructions
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then AI Studio.
- Click Virtual Agents.
- Open a voice agent.
- Add a new instruction-based skill with the following configuration:
- Skill Name: Enter a skill name, for example, Department_routing.
- Trigger Description: This skill is invoked when, based on the consumer's request, the call needs to be routed to a specific department.
- In the Instructions box, define the data source. For example, enter:
Data Source:
- global_system.zp_system.currentSiteExtensions is a JSON array of department objects.
- Each object contains:
- extension_number: the department extension number
- name: the department name
- transfer_description: description of the department and its purpose
Instructions:
- Identify the Department:
- Analyze the user’s request and match it to the most relevant department using:
Do not assume. If multiple departments are possible or unclear, ask a clarification question.
After confirmation:
- call the tool (save_department_extension_number)
- call the tool (Zoom_phone_routing)
How to set up multi-location Zoom Virtual Agents
This section walks through configuring multiple Zoom Phone sites to route inbound calls to a single Zoom Virtual Agent.
Assign phone numbers to auto receptionists
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then Phone System.
- Click Company Info.
- Verify that your sites are created (for example, Atlanta, Chicago, and New York).
Each site should already have an auto receptionist configured. - Open the auto receptionist (for example, Atlanta).
- Next to Auto Receptionist, click Add, then select Get Numbers.
- Search across all available numbers, select a number, and confirm the assignment.
- Repeat steps 5 to 7 for each remaining auto receptionist (for example, Chicago and New York), assigning a unique phone number to each.
Create the Zoom Virtual Agent
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then AI Studio.
- Click Virtual Agents.
- Select voice agent, then Instruction based.
- Select Start from blank and switch to Advanced mode for full customization.
- Enter a name for the agent.
- Define the agent's guidance by outlining its role, responsibilities, and any actions it should take.
- Configure the agent's greeting and language settings, then select a voice.
- To enhance responses, attach an existing knowledge base.
- Add a skill by defining a name, a trigger description, and supporting instructions. You can use placeholder content and refine it later.
- (Optional) Add a version title.
- Click Create, then Publish.
Route auto receptionists to the virtual agent
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then Phone System.
- Click Auto Receptionists.
- Open the first auto receptionist (for example, Atlanta).
- Under Business Hours, click Edit next to the routing option.
- Select Route to an Interactive Voice Response, then set the destination to the virtual agent you created.
- Repeat steps 3 to 5 for each remaining auto receptionist (for example, Chicago and New York), so all sites route to the same voice agent.
Add instances to the virtual agent
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then AI Studio.
- Click Virtual Agents.
- Search for the virtual agent to which you want to add instances.
- Under the Instances column, click Add instances.
The system automatically retrieves all Zoom Phone auto receptionists associated with this agent. - Select each instance and confirm.
Each site has its own phone number and auto receptionist, while all inbound calls are handled by a single Zoom Virtual Agent. You can further customize each instance with store-specific guidance, skills, and knowledge base content.
This article applies to Zoom Virtual Agent
voice agent. If you are using other Zoom Virtual Agent types, such as
chat agent or
classic chatbot, refer to their respective documentation for setup and channel deployment instructions.
