Connecting an AI phone agent to Zoom Phone
Zoom Phone is Zoom's cloud phone system. You connect Tibinet's AI agent through your own SBC with BYOC Premises, or without an SBC by forwarding calls to a phone number. Your auto receptionist or call queue sends callers to the agent, and the agent transfers them back into Zoom.
Zoom Phone and the AI agent
With BYOC Premises (BYOC-P) you connect your own Zoom-certified SBC to Zoom Phone. Behind that SBC you can add a SIP trunk to another destination, such as Tibinet. Tibinet itself is not a Zoom-certified carrier or SBC. The integration therefore runs through your SBC, or through a phone number.
How the integration works
| With BYOC-P (your own SBC) | Without your own SBC | |
|---|---|---|
| To the agent | Zoom routes the agent numbers to your SBC, and the SBC sends them to us over a SIP trunk | The auto receptionist or call queue forwards to a phone number of the agent |
| Back into Zoom | We call the SBC, and the SBC delivers the call to a number in Zoom | The agent transfers to a phone number of your organisation |
| Transfers | Cold, warm with 1 or 2, REFER as an option | Cold, to a phone number |
Ports, codecs and the other settings on our side are listed on the technical details page.
What your IT team does (BYOC-P)
Trunk on the SBC
Create a trunk on the SBC to the SIP address we give you, with IP authentication, G.711 A-law and DTMF per RFC 4733.
Routes on the SBC
Add routes in both directions: agent numbers to us, transfer numbers from us to Zoom.
Route in Zoom
In Zoom, route the agent numbers to the SBC.
Firewall
Allow SIP and RTP to and from our address.
Test
We check the connection, you call the agent number, and on request we call a transfer number with a test message.
Transferring back into Zoom
- Cold: we call the SBC with a second call.
- REFER (optional): only if the SBC handles it. If not, the platform falls back to the second call automatically.
- Warm: your colleague first hears a short summary, then presses 1 to take the call or 2 to decline it.
Without your own SBC, transfers are cold, to a phone number. The page on forwarding calls to the agent's phone number explains how that works.
Points to watch
Related pages: connecting the AI agent to Microsoft Teams and to RingCentral. All platforms are listed in the integrations overview.
Connecting Zoom Phone to the AI agent?
Leave your details. We will call you back and work out which route fits your Zoom set-up.
Zoom is a trademark of Zoom Communications. Tibinet is not a partner of, or affiliated with, Zoom.
Frequently asked questions
Yes, by forwarding calls to a phone number of the agent.
Yes. Have a menu option forward to the agent's number.
Yes. With BYOC-P to that queue's number, or without an SBC to a phone number of the queue.
Yes, through BYOC-P and your SBC. Your colleague first hears the summary and then presses 1 or 2. With forwarding and no SBC, transfers are cold.
No. We connect over SIP or through a phone number.
Call me back
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