Setting up the Zoom Amazon Connect integration

Publisher

Zoom Communications

URL

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0082911

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

• On escalation from ZVA, Amazon Connect agents receive context including the detected intent, the transcript, and the conversation end reason and summary. in context
• The ZVA Amazon Connect integration uses an AWS Lambda function to fetch conversation data from a Zoom API, with 8 seconds as the recommended timeout. in context
• The voice transfer integration between Amazon Connect and ZVA uses the Ribbon SBC connector type, and the guide recommends enabling SIP message logs and media metrics for troubleshooting. in context
• In the ZVA Amazon Connect integration, calls arrive at Amazon Connect first, and a flow's Transfer to phone number block sends them to the Zoom virtual number so ZVA can handle them before any live agent. in context
• ZVA handoff to Genesys Cloud or Amazon Connect follows one pattern: the call moves over SIP to or from a Zoom virtual number, and rich context is pulled by an API call from the third-party platform rather than carried in signalling. inferred in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Setting up the Zoom Amazon Connect integration. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-support-kb0082911-zva-amazon-connect

BibTeX

@misc{warmtransfer-zoom-support-kb0082911-zva-amazon-connect,
  title  = {Setting up the Zoom Amazon Connect integration},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-support-kb0082911-zva-amazon-connect},
  note   = {Zoom Communications, accessed 2026-10-02}
}