Zoom Phone Guide

Zoom Phone CTI Integration (In Development)

Zoom Phone CTI is not available to customers yet. Velaro is building it, and this guide explains where it stands so you can plan accurately.

When it ships, Zoom Phone will do what Velaro's other phone integrations already do: when a call arrives on your Zoom Phone system, Velaro will look the caller up in your connected CRM and show their record in the agent sidebar before the agent answers.

If you need working CTI today, use Microsoft Teams Phone or SkySwitch. Both have live inbound screen pop, including a live NetSuite customer lookup. See the Telephony & CTI Overview guide.

What Is Built and What Is Not

Built: The Zoom Phone provider exists inside Velaro's shared telephony layer, alongside Teams Phone, SkySwitch and Twilio. Its webhook signature validation and call-event parsing are written.

Not built yet:

• The inbound route that receives Zoom's call events. Without it, no screen pop fires on a Zoom Phone call.
• Outbound click-to-dial through Zoom. A dial request currently returns an unsupported response.
• In-call controls (hold, resume, end, transfer) for Zoom calls.
• A self-serve configuration screen in the Velaro admin.

Velaro can store Zoom Phone connection settings today, but storing settings does not make calls flow. Please do not plan a go-live around Zoom Phone CTI until Velaro confirms it has shipped.

Why It Is Built This Way

Velaro's phone integrations share one internal layer. The parts that matter most to you, such as matching a phone number to the right customer, reading the CRM at call time rather than from an overnight copy, and handing an IVR transcript to the agent, are written once and used by every provider.

That means adding Zoom Phone is mostly connecting Zoom's call events into behaviour that already runs in production for other customers, rather than building a screen pop system from scratch.

What You Can Use With Zoom Phone Today

Velaro's chat, SMS, email, and AI bot channels are independent of your phone system, so they work alongside Zoom Phone right now. What is missing is only the call-level link: screen pop, click-to-dial, and call logging for Zoom calls.

If your CRM is NetSuite, note that Velaro's NetSuite click-to-dial URL is provider-aware. It places calls only through phone systems whose outbound dialling is implemented, which today means Velaro Voice (Twilio) and SkySwitch.

How to Request It

Tell Velaro that Zoom Phone matters to your account. Provider build order is driven by which phone systems customers actually need, so registering interest is the main way it moves up the list.

Contact Velaro support at support@velaro.com or ask your account manager, and include:

• Your Zoom Phone account and roughly how many agents would use screen pop
• Which CRM Velaro should query on an inbound call (NetSuite, HubSpot, Salesforce, Dynamics 365, or Velaro contacts)
• Whether you need click-to-dial, inbound screen pop, or both

Velaro will tell you the current state before you commit to anything. Velaro will not give you a ship date it cannot hold.

Common Questions

Can we pilot it early? Not yet. There is no inbound path, so there is nothing to pilot. When an early-access build exists, Velaro will contact accounts that registered interest.

Will settings we save now carry over? Yes. Connection settings stored against your site are preserved, so registering early does not create rework later.

What is the closest thing that works now? Teams Phone and SkySwitch for CTI on an existing phone system, or Velaro Voice on Twilio if you have no phone system yet and want Velaro to carry the audio.