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Simple AI connects to Zoom Contact Center over a SIP trunk. Zoom keeps flow routing, queues, and agent state; Simple AI handles the conversations routed to it and hands them back for live agent escalation.

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What You Can Do

  • Inbound routing — a Zoom flow answers the call, runs your IVR logic, then transfers it to Simple AI’s SIP endpoint.
  • Outbound campaigns — your dialer handles pacing and compliance, and transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to a Zoom queue, flow, or agent.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. Zoom receives the call and runs your contact center flow.
  2. A transfer step sends the call to Simple AI over the SIP trunk.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. Zoom queues the returned call and delivers it to an agent with the transferred context.

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Setup

  1. Configure SIP connectivity from Zoom to Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  2. Give your account team the Zoom endpoint, auth details, and the numbers involved in E.164 format.
  3. Add the handoff to the flows that should use the AI, and a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.