Part 02 · Telephony
App and Phone Calls
Customers dial the support line or start the call from the client's app. Both are phone calls that run through Zoom Contact Center and reach the agent over a SIP trunk at any hour. Refunds and disputes go to a billing specialist.
- Phone platform
- Zoom
- Connection
- SIP trunk
- Entry points
- Phone and app
- Hours
- 24/7
- Transfers
- Warm to billing
The Call Path
Handoffs
Out-of-policy requests become tasks the billing team reviews within 24 to 48 hours.