Perform End-to-End Handoff Testing

Perform End-to-End Handoff Testing

The final phase of the integration deployment ensures that telephony paths and programmatic API channels synchronize flawlessly during a live call.

In this final validation step, we will have to simulate a live customer interaction, execute contextual database updates mid-call, pass call control via signaling layers, and verify visual context parsing inside the live agent workspace.

Initiate the Test Inbound Voice Channel

First, we will have to trigger an active voice connection from the public switched telephone network (PSTN) into the Zoom architecture.

  1. Locate the public-facing pilot routing phone number mapped to your Zoom Contact Center inbound flow configuration.
  2. Dial into the system using an external device.
  3. Confirm that the inbound voice flow launches successfully, evaluates introductory criteria, and transfers the media path cleanly to the 15-digit 999... bot termination routing number.
  4. Verify that the third-party voice bot successfully answers the line and initiates its automated greeting dialogue.

Trigger Mid-Call Programmatic Webhooks

Next, we will have to dispatch real-time contextual updates from the bot engine into the active Zoom conversation session.

  1. While keeping the voice call actively connected to the bot interface, capture the running unique session parameters (conversationId).
  2. Construct your test JSON payload objects for metadata (voicebot_metadata), conversational summary records (voicebot_conversation_summary), and interaction logs (voicebot_conversation_transcript).
  3. Execute an HTTP POST containing these payload objects targeting your connection’s specific unique Static URL endpoint.
  4. Verify that the receiving API gateway returns an immediate success confirmation status code of HTTP 200 OK.

Signal the Telephony Platform Handoff

Next, we will have to signal the platform handoff layer to drop the bot from the call stream and route the caller to the live agent queue.

  1. Issue a SIP REFER directive from the third-party telephony engine back to Zoom.
  2. Ensure the Refer-To header block strictly targets the mandatory destination uri layout: <sip:HumanAgent@{SBC_IP_ADDRESS}:5061>.
  3. Verify that the third-party platform cleanly tears down its local voice media anchors without dropping the caller's active line.

Audit Live Agent Workspace Data Mapping

Finally, we will have to log into an active agent profile using the Zoom Contact Center desktop application wrapper to visually audit data continuity.

  1. Change your agent presence state selection setting to Available.
  2. Accept the incoming call assignment routed out of the transfer queue path.
  3. Inspect the agent interface panel views to ensure all payload details match your test scripts:
    • Verify the Consumer profile city field displays your targeted string payload (e.g., San Francisco).
    • Verify the Engagement notes body panel section displays your target custom metadata strings.
    • Confirm that the interaction transcript and AI summary text blocks display completely on screen without clipping error blocks.