What we have:
Zoom Phone w/10DLC Compliance
Verizon One Talk to communicate via SMS and Calls to our external employees.
Internal employees text and call through One Talk to external employees, only internal employees have the One Talk app installed on their phones, external employees communicate by texting or calling the One Talk number through their carrier’s SMS, not One Talk.
What we want (A):
Port over our One Talk number to Zoom, our external employees will not see a change in communication since they don’t have the app installed. Our internal employees will now communicate with our external employees via the Zoom Desktop client or Phone app.
What we want (B):
We have a vendor that will manage a portion of our business after hours, this part of our business includes communicating with our external employees through the now-ported number via SMS and Calls. This means they will be able to see all SMS conversations between all external and internal employees who send messages through the newly ported number and make and receive calls through this number during their hours of operation.
Integration:
This vendor manages this aspect of our business through proprietary software, they will not be installing Zoom to manage any aspect of our business. For example, we have configured an API Key that allows them to manage a “Scheduler” account in Axiscare, this API gives them the ability to see all external employee shifts, and schedule shifts, as well as manage client information and employee placement for those clients.
We wish to do the same with Zoom for the newly-ported number so that they can see all SMS messages that come through that number, as well as send and receive SMS messages to specific individuals through that number and make calls to those employees, all through their software.
Our issue:
We do not know how to configure this in Zoom and Zoom Support is directing us to the Developer Forum and website guides to get it done. Is there anyone we can work with to get this system setup properly from beginning to end, without posting endless chats to resolve? We have found third-party vendors who can do this for us through their system, but being able to integrate this with Zoom would be far more cost-effective.