Integrations
Zoom Phone
How your agents take and make calls through Zoom Phone, with your numbers, call queues and auto receptionists unchanged.
On this page
If your organisation uses Zoom Phone, your agents can answer and place calls on the numbers your teams already use. Zoom Phone keeps deciding which calls go where, through the call queues, auto receptionists and routing rules your administrators manage. Your numbers and your carrier arrangement, whether through Zoom or your own carrier, stay as they are. Telonic connects over SIP (the standard protocol business phone systems use to set up and connect calls) and does not resell numbers or minutes.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer inbound calls | Calls your Zoom Phone routing sends to the agent are answered on your numbers | A travel agency's "manage my booking" menu option |
| Place outbound calls | The agent calls customers through your phone set-up, showing your number | A call to a traveller whose flight time has changed |
| Transfer to your team | A call that needs a person goes back to the queue or extension you set, with a written brief | A group booking enquiry passed to the groups desk |
| Take overflow | Calls route to the agent when a queue passes a threshold you set, configured during implementation | A queue backing up after a cancellation |
| Show caller ID | Outbound calls show your number. Branded caller ID, where your carrier supports it, is configured during implementation | Your business name on the traveller's screen |
How it connects
Your Zoom Phone administrators route chosen numbers, menu options or queues to the Telonic SIP endpoint in your chosen region, over a SIP trunk (a virtual phone line between two phone systems over a network). If your numbers reach Zoom Phone through your own carrier, the route may instead be added at your session border controller (the device or service that manages and secures SIP traffic at the edge of your network).
Your Zoom Phone reporting and user set-up are not changed. Your telephony team and ours agree the exact routing during the first technical call.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default. Unencrypted audio only over a private network connection, at your written request |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Keypad tones (DTMF, the tones a phone keypad sends) | RFC 4733 telephone events (keypad presses carried as data alongside the call) by default. SIP INFO messages are also supported. Keypad input is configured during implementation for the lines that need it |
| Transfers | SIP REFER (an instruction that hands the call back to your system to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first. A bridged transfer uses a second trunk channel for the length of the call |
| Health checks | SIP OPTIONS messages, so your side can detect whether the endpoint is reachable |
| Allow-listing | Telonic provides fixed IP addresses, port ranges and a domain name |
Permissions
For telephony, permissions are about numbers and routing rather than data.
| Permission | Needed for | Default |
|---|---|---|
| Receive calls from chosen routes | Inbound calls | Only the numbers, menu options and queues you route |
| Place calls through your set-up | Outbound calls | Not enabled until you switch it on for a number |
| Transfer to named destinations | Handover to your team | Only the queues and extensions you list |
| Present your number as caller ID | Outbound calls | Your registered number only |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Nakhla Travel uses Zoom Phone across its Dubai and Riyadh offices.
- The administrator points option 2 on the main menu, "Manage an existing booking", at the agent.
- Yousef presses 2 and asks to add his mother to his Umrah package. The agent finds the booking and checks seat availability.
- Adding a traveller changes the price, and price changes need a consultant's approval under Nakhla's rules. The agent transfers Yousef to the bookings queue with a brief.
- The consultant confirms the new price without asking Yousef to repeat anything.
What your team controls
- Which Zoom Phone numbers, menu options and queues route to the agent.
- The transfer destination for each situation.
- Whether outbound calling is enabled, and on which numbers.
Related
- Telephony and carriersIntegrations
- Voice: connecting your telephony over SIPChannels
- Voice: transfers, callbacks and overflowChannels
- PermissionsIntegrations
- How a system gets connectedIntegrations
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