Zoom Phone CTI Guide

Zoom Phone Integration

Velaro's Zoom Phone CTI integration connects your existing Zoom Phone system to Velaro. Agents keep using their Zoom Phone app exactly as before — no new phone, no new dialer to learn. Once connected, Velaro automatically shows agents a screen pop of the caller's CRM record on every inbound call, sets the agent's status to On Call while a call is active, lets in-progress chats keep draining to other agents, and logs every call.

This guide covers: connecting Zoom Phone to Velaro, what happens automatically once it's connected, and how to remove the connection. For troubleshooting, see the companion Troubleshooting Zoom Phone CTI article.

Requirements

Connecting Zoom Phone to Velaro

Zoom Phone CTI is a self-serve connection — you create a small app in your own Zoom account that tells Zoom to send call events to Velaro, then paste one secret into Velaro's admin settings. Velaro never sees your Zoom login credentials.

Step 1 — Open Voice settings in Velaro

In the Velaro Admin console, go to Admin → Voice (listed under the Voice & Video section of the left-hand menu). On the Provider Setup tab, select Zoom Phone as the Voice Provider. This opens a Zoom Phone Setup Guide panel with a Webhook URL already filled in for your site — copy it. You'll paste this into Zoom in the next step.

Step 2 — Create an Event Subscription in Zoom

1. Go to the Zoom App Marketplace and open (or create) an app for your own account under Develop → Build App.
2. Open Event Subscriptions → Add New Event Subscription.
3. Set the Event notification endpoint URL to the Webhook URL you copied from Velaro in Step 1.
4. Subscribe to these three events: phone.callee_answered, phone.call_ended, and phone.call_missed.
5. Zoom validates the endpoint immediately after you save — Velaro answers this validation automatically, so you should see it succeed within a few seconds. If it fails, double-check the URL was pasted exactly as shown, with no extra spaces.

Step 3 — Copy the secret token into Velaro

On the same Event Subscriptions page, Zoom shows a Secret Token. Copy it and paste it into the Webhook Secret field on Velaro's Zoom Phone setup panel (Admin → Voice → Provider Setup), then save. Velaro uses this token to verify that incoming call events genuinely came from your Zoom account.

Step 4 — Map each agent's Zoom User ID

Switch to the Agent Mapping tab on the same Voice settings page. For each agent who takes calls through Zoom Phone, enter their Zoom User ID (from Zoom Admin → User Management → Users → click the user). This is what lets Velaro match an incoming Zoom call to the right Velaro agent.

Once all four steps are complete, place a test call to a mapped agent's Zoom Phone number to confirm the agent's Velaro status changes to On Call and a screen pop appears.

What Happens Automatically Once Connected

No extra setup is needed beyond the steps above — the following all work immediately for every mapped agent:

• Screen pop — on every inbound or outbound call, Velaro looks up the caller's number against every CRM screen-pop provider configured on your site (for example NetSuite) and surfaces the first match in the agent's sidebar before or as soon as they answer.
• Presence — the agent's Velaro status automatically switches to On Call for the duration of the call, and back once it ends.
• Chat draining — any chats already assigned to the agent are allowed to finish naturally rather than being yanked away the moment a call starts.
• Call logging — every call is recorded in Velaro's Call Activity report (Reports → Call Activity), tagged with the Zoom Phone provider, direction, and outcome.

Removing / Disconnecting

To fully stop Zoom Phone call events from reaching Velaro:

1. In Zoom: go back to your app's Event Subscriptions page in the Zoom App Marketplace and delete the subscription pointing at Velaro's webhook URL (or delete the app entirely if you created it solely for this integration). This immediately stops Zoom from sending any further call events.
2. In Velaro: go to Admin → Voice → Provider Setup and change the Voice Provider selection away from Zoom Phone — to Velaro Softphone or a different CTI provider, whichever your team uses instead. There is no separate "disconnect" button; switching providers is how a CTI connection is turned off in Velaro.

Removing the connection does not delete historical call records already logged in Call Activity.

What's Coming

Velaro is developing live in-call control (hold, resume, transfer, and end a call directly from the Velaro sidebar) and call-log lookup, delivered through a Velaro-installed Zoom app rather than the customer-created webhook app described above. This is still in development — there is no release date yet, and the exact setup steps aren't finalized. This guide will be updated once that ships.

Contact Velaro support at support@velaro.com if you run into an issue not covered here or in the Troubleshooting Zoom Phone CTI guide.