Zoom phone dynamic routing of incoming calls

Can we dynamically route an incoming calls depending on external database info (caller’s details, queried by phone number)

Which App Type (OAuth / Chatbot / JWT / Webhook)?
Pre-development. Already using JWT for other needs, but having trouble to find where to start to achieve our goal (no existing api seems applicable unless I’m missing something).

Additional context
I want to route incoming calls to different call queues / phone users depending on their CRM data (which department or agent is handling that customer).
Justification: this would greatly help customers avoid long IVR menus and being routed directly to what they need, or at least shorter menu which is tailored for them.

Hey @rimon.y,

Thank you for reaching out to the Zoom Developer Forum. I don’t think we have a feature to control this with the API. If you would like this feature to be considered for a future release, I recommend posting in the #feature-requests category.

Our Customer Support Team might be able to provide insight as well.

Let me know if this article helps:


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