Update for Zoom Phone

Changes to existing features

New detailed calls dashboard for monitoring usage and adoption

• The New View is implemented in the Usage & Adoption calls dashboard for Zoom Phone, becoming the default view. The New View label will be removed from the dashboard since it will be the primary view. Account owners and admins have access to this enhanced call logs view. This new view allows them to utilize advanced filters for various call attributes, including call type, result, extension type, number type, group, events within the call, spam, and result. Furthermore, the call path column provides comprehensive descriptions of the sequential steps involved in each call.

New and enhanced features

Admin features

Quality of Service media and signaling packets tagging

• Account owners and admins can tag their media and signaling packets with the appropriate Quality of Service (QoS) tagging to ensure that they are recognized and prioritized within their network. The default setting for the feature is disabled. This functionality allows packets from the Zoom app, VDI, Zoom Phone Appliances, Zoom Rooms, and certified desk phones to be tagged. In the case of desk phones, a resynchronization is necessary for the feature to take effect.

Manage the Zoom Apps icon for Zoom Phone through the Zoom Apps admin policy

• Account owners and admins can control the availability of the Zoom Apps button in Zoom Phone through the existing admin Zoom Apps Quick Launch Button setting. Enabling this policy displays the Zoom Apps icon on the desktop app's Zoom Phone tab for all users in the account. The Zoom Apps launcher handles scenarios where no apps are available, preventing errors.

Device features

Assisted provisioning and video intercom support for Grandstream GDS3710

• Account owners and admins can provision the Grandstream GDS3710 Video Intercom device through assisted provisioning. The device supports basic SIP calling features and can be configured to enable video intercom capabilities. Detailed instructions are provided to guide admins through the provisioning process from the device interface.

Firmware upgrade

The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:

1. Grandstream:

• GRP2601
• GRP2602
• GRP2603
• GRP2604
• GRP2612
• GRP2613
• GRP2614
• GRP2615
• GRP2616
• GRP2624
• GRP2634
• GRP2670

1. Poly:

• Edge-B10
• Edge-B20
• Edge-B30

1. Yealink:

• T31G
• T31P
• T31W
• T33G
• T34W
• T58W

Certified devices

Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:

• Grandstream GDS3710

Integration features

Integrated call disposition with call types in Hubspot

• Users have the ability to add call disposition details, including selecting a call type, directly in the HubSpot CRM notes while on a call using the Zoom Phone softphone. The Call Type dropdown field is available in the HubSpot Notes section, listing all the configured call types. This integration eliminates the need for users to switch between applications during a call, improving efficiency and productivity. Additionally, account owners and admins can enable or disable the Call Type field in the Notes page.

Phone features

Expanded Zero-Touch Provisioning support for Avaya J100 series IP phones

• Zero-Touch Provisioning (ZTP) is supported for the following Avaya IP phones and accessories: Avaya J189 and J100 expansion modules.

User features

SMS Auto Responder for Power Pack users

• Users with a Power Pack license can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb mode. The auto responder can be configured to send a pre-defined response of up to 500 characters, with an option to append a personal note. Additionally, account owners and admins can also set auto responses for call queues and auto receptionists when no users are available in the call queue or for closed hours. The SMS auto responder is available at the account, site, group, and user levels.

Enhancements to personalized audio isolation

• The personalized audio isolation feature enhances the call experience for mobile users by allowing clear conversations, even in loud environments. Users can control the personalized audio isolation feature for Zoom Phone calls on their iOS device (iPhone SE 2nd generation, iPhone SE 3rd generation, and iPhone 11 and later). Users can enable or disable this setting in the Audio tab under the Settings menu on their Zoom mobile app.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024.

Aimed call park retrieval for desktop and mobile devices

• Users can view and retrieve parked calls, park calls to specified locations, and configure park locations using keys and positions on their desktop and mobile devices, using the Zoom app. This feature aligns the call park experience across IP devices and desktop/mobile apps, enabling users to manage parked calls consistently regardless of their device.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024.

Resolved issues

• Resolved an issue where a different session ID was returned for the same conversation via the Zoom Phone SMS API.
• Resolved an issue for customers receiving the following error message every time they composed an SMS message: "We don't know if this number has given consent. Only message this user if they have given consent."
• Resolved an issue regarding when a common area phone (CAP) was deleted, and the CAP was not removed from the database if it was previously a shared line group (SLG) member.
• Resolved an issue where the reports do not change and still show calls that were not subject to charges when accessing the Phone System report and selecting Show Charges Only.
• Resolved an issue where the caller ID did not show Hide Caller ID when a user was part of a shared line group (SLG), or the caller ID did not show Extension number when a user was part of a call queue.
• Resolved an issue where duplicated call queues did not show up in the Voicemail or Lines tab on the Zoom desktop app when call queues (CQ) were duplicated and had a voicemail access member list; additionally, fixed an issue where it showed the users correctly assigned in the Zoom web portal, but they did not have access to the desktop application.
• Resolved issues where the voicemail_greeting_id is missing for the GET call handling setting API of the call queue and where updating voicemail_greeting_id would only update the voicemail greeting to default audio, rather than the inputted value for the PATCH call handling setting API of the call queue.
• Resolved an issue where an error message appeared, stating "CSV Import Check Pending User," when a CSV import was used to move Zoom One licensed users from Zoom Phone pending to Zoom Phone active.
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