Configuring Zoom Virtual Agent Genesys cloud integration

Publisher

Zoom Communications

URL

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081170

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Zoom website terms; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Live Genesys Cloud agents see the ZVA transcript in a custom Genesys script, where a Text component is bound to a transcription variable filled by the Call Data Action. in context
• For the ZVA Genesys Cloud voice integration, admins create an external SIP trunk in Genesys Cloud using the Generic BYOC Carrier type, and the trunk must use TLS. in context
• The Genesys Cloud trunk for ZVA uses the Inbound SIP Termination Identifier zoomcc-<zoom account number>, and Prioritized Caller Selection is set to Call Source. in context
• In the ZVA Genesys Cloud integration, a Genesys web service data action calls a Zoom API with the ZVA API key to retrieve the conversation transcript for the live agent. in context
• The ZVA Genesys Cloud setup uses two Architect flows: a virtual agent flow that sends the call to the Zoom virtual number with a Transfer to Number action, and a live agent flow that queues the returning call with Transfer to ACD. in context
• The ZVA Genesys Cloud integration article refers to SIP User-to-User Information (UUI) as part of how context travels with the transferred call. in context
• The Zoom Virtual Agent Genesys Cloud integration described in KB0081170 covers voice interactions only: a Zoom voice agent handles the caller and can transfer to live Genesys Cloud agents with transcript context. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Configuring Zoom Virtual Agent Genesys cloud integration. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-support-kb0081170-zva-genesys-cloud-voice

BibTeX

@misc{warmtransfer-zoom-support-kb0081170-zva-genesys-cloud-voice,
  title  = {Configuring Zoom Virtual Agent Genesys cloud integration},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-support-kb0081170-zva-genesys-cloud-voice},
  note   = {Zoom Communications, accessed 2026-10-02}
}