Open for Zoom Phone

Zoom Phone remains the phone system. Users, devices (Zoom desktop/mobile, certified Zoom phones), call queues, auto receptionists, and the Zoom admin portal all stay where they are. Open joins as a SIP destination on a BYOC trunk or as an external routing target in Zoom Contact Center.

For Zoom Phone with BYOC, the cleanest pattern is to add Open as a peer on the BYOC SIP trunk Zoom is already paired with. Inbound calls hit Zoom, follow your call queue or auto receptionist routing, and at the point you want AI to take over the call leg goes to Open over SIP. The AI picks up and the rest of the conversation runs over standard SIP/RTP.

For Zoom Contact Center, the pattern is more direct: Open is configured as an external routing destination on a queue or skill. Inbound calls matching the routing condition hand off to Open via SIP, the AI handles the conversation, and escalations return to a Zoom Contact Center queue via SIP REFER with the live transcript attached.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, HubSpot, Zendesk, ServiceNow, calendar, payments), and acts. Every call is recorded and trace-logged.

Billing stays predictable. Zoom keeps invoicing your Zoom Phone seats and any Zoom-supplied calling plans. Open charges per resolved conversation, with no markup on Zoom minutes and no extra Zoom seats needed for an AI front-line.