Kore Voice Automation Integration with Zoom Contact Center

Back to Integrations List Integrate Kore Voice Automation with Zoom Contact Center (ZCC) using SIP Integration to enable AI-powered voice assistance for incoming calls.

How It Works

Phase	Description
Setup	Kore configures the integration with ZCC using Zoom connectors.
Channel Integration	The AI Agent uses ZCC as a communication channel. Calls from ZCC route to Kore IVR for voice automation. Supports “Transfer from IVR” and “Agent Transfer.”
Routing	Kore runs voice automation. If a human agent is needed, use the Agent Transfer Node to return the call to ZCC with optional SIP headers.
Agent Interaction	Agents receive and respond to customer calls via ZCC.

Prerequisites

Zoom App Marketplace Developer account
Developer access to the XO Platform

Architecture

Setup Overview

Associate an app within an experience flow.
Configure “Transfer from IVR.”
Configure “Agent Transfer.”
Create a Bot Connector instance on Zoom App Marketplace.
Fetch conversation details and summary.

Step 1: Associate an App with an Experience Flow

In the Experience Flow, add an Automation node and attach the app to trigger when ZCC transfers a call to Kore. See Create Flows and Automation node.

If using the older “SmartAssist” version, follow the SmartAssist flow creation guide.

Step 2: Configure Transfer from IVR

Transfer from IVR routes calls from ZCC to Kore.

Go to Flows & Channels > Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk.
Select Contact Center AI. The SIP URI field auto-populates and is used for the ZCC-to-Kore transfer.
Copy the Domain from Zoom Connector App > Configuration Details and paste it in Fully Qualified Domain Name.
Copy the DID Number from Zoom Connector App > Configuration Details and paste it in DID Number.
Configure:
- DNS Resolve Method: srv
- SIP Transport Type: TLS
- Enable Pad Crypto
Click Next, then enable Inbound Calls and Outbound Calls.
Click Save.
After saving, attach the flow from Step 1 to this SIP configuration.
Click Attach Flow and attach the flow from Step 1. See Attach Flow.

Step 3: Configure Agent Transfer

After the customer interacts with the AI Agent, transfer to ZCC using one of these approaches:

Option A: Agent Transfer Node in Experience Flow

Select Agent Transfer from Action.
Add the Agent Transfer configuration.
Go to App Settings > Integration > Agent Transfer > Voice and create a SIP transfer.
Select SIP BYE for ZCC agent transfer.
Configure SIP headers to pass to ZCC on agent transfer via SIP BYE.

Option B: Agent Transfer from a Dialog Task

Add the following code to a Message Node:

Agent transfer can target a phone number or any SIP URI.

var message = "Transferring Call to xxxx number";
var ReferTo = "+91xxxxxxxxxx"; // or SIP URL
var headers = {
  "X-Reason": "Call Received from Kore"
};
print(voiceUtils.refer(message, ExternalPhoneNumber, headers));

Agent Transfer Scenarios

Scenario	What Happens
Customer resolves query and hangs up	Zoom sends SIP BYE; Kore sends ACK; no SIP headers passed.
Voice bot ends the call	Kore sends `kore-session_id` and `kore-bot_id` in INVITE’s 200 OK; sends `kore-reason(HangUp)` in SIP BYE; any custom gateway headers are passed.
Customer needs transfer to ZCC agent	Kore sends `kore-session_id` and `kore-bot_id` in INVITE’s 200 OK; sends `kore-reason(TransferToAgent)` in SIP BYE.

Step 4: Create a Zoom Connector (Transfer from IVR)

Sign in to Zoom App Marketplace as Admin.
Go to App Types > Connectors, or search for “kore.ai.”
Select the Kore.ai connector.
Click Create Kore.ai Assistant Connector.
Enter a Connector Name, select Voicebot from Choose Bot Type, and click Next.
Select your region to auto-populate the Base URL.
Copy Bot ID, Client ID, and Client Secret from AI for Service:
- Go to Flows & Channels > Digital > Configured Channels > Web/Mobile Client > JWT App Details.
Paste the values into the Authorization Parameters section and click Next.
Copy the Domain Name and DID Number from the connector page.
Paste them into the Assistant Connector configuration in ZCC.
Click Next to authorize the connector with the Kore.ai platform.

After creating the Experience Flow, attach a DID Number to the flow. Since Zoom integration uses DID numbers, no number purchase from Kore is required.

Step 5: Fetch Conversation Details and Summary

Sign in to AI for Service.
Go to Contact Center AI > Analytics > Contact Center > Interactions and verify call records exist.
Go to Settings > App Settings > Dev Tools > API Scopes.
Click + New Mapping, then select an app from the JWT App list.
Enable Chat History under Automation and click Save.
Go to Generative AI > Models Library, find Kore.ai XO GPT, and click Enable Now.
On the Kore.ai XO GPT page:
- Select a model.
- Select a fine-tuned model for Summarizing Conversation.
- Read and accept the LLM & Generative Policy guidelines.
Click Save.
Go to Generative AI > GenAI Features. Enable Conversation Summary by selecting a model and toggling it on.
Go to Deploy > Publish and click Proceed.
Enter a comment and click Confirm.
Close the confirmation message.
Copy the curl from the Conversation Details and Summary API.
In Postman, paste the curl and replace the following values: Bot ID — From AI for Service:
- Go to Contact Center AI > Flows & Channels > Digital.
- Click Web/Mobile Client under Configured, expand JWT App Details, and copy the Bot ID.
Session ID — From AI for Service:
- Go to Contact Center AI > Analytics > Contact Center > Interactions.
- Click the interaction log.
- On the Insights to Logs page, click Identifiers and copy the Session ID.
JWT Token — Follow the JWT token generation guide.
Run the modified curl to retrieve conversation details and summary.