AI-Ready Unified Communications Starts With Zoom Phone, Not the Boardroom

• Call flows, queues and IVRs become the enforcement layer for which AI agents are allowed to act and on whose behalf.
• Identity mappings in Zoom Phone user and group objects control how AI actions are attributed, logged and audited.
• Integrations decide which systems AI agents can access from a call, including calendars, directories and ticketing tools.
• Renewal and annual planning cycles lock in routing and identity patterns that are hard to retrofit for AI later.

Operations teams start by treating Zoom Phone routing tables and call queues as policy objects, not just call paths. They standardize user, group and room identities so every extension maps cleanly to a role, department and system of record. They document which queues and auto-attendants an AI agent may enter, monitor or act in and encode those boundaries in routing rules. Integration owners align Zoom Phone with directory, calendar and helpdesk systems, and label which integrations are AI-accessible. Finally, they capture this in diagrams and runbooks so AI workflows can be added without redoing the phone design each time.

Select one call flow and note which Zoom Phone queue, auto-attendant an AI agent could observe, and escalate within, then capture it in a simple diagram.

• Inventory current Zoom Phone call flows, queues and auto-attendants with owners and volumes.
• Normalize user and group identities so every extension ties to a clear role, department and directory object.
• Map connected integrations and flag which ones should be available to AI-driven call workflows.
• Create a reference diagram and runbook for one AI-ready call flow and use it as a template for future redesigns.