Update for Zoom Phone

New and enhanced features

Admin features

Enhancements to multi-party calling with no hold conference

• Account owners and admins can enable the No hold conference option for multi-party conference calls that allows adding a call without putting the existing call on hold. This feature allows users to set up a conference call without any interruption in the current call. The current call participants can hear a ringtone when the outbound call is in dialing status, and they can also leave a voicemail if the new caller is not available to join. This functionality will be available for regular conference calls (not cBarge) and the Zoom app.

Enhancements to caching recordings and voicemails

• Zoom Phone (ZP) account owners and admins receive notifications and alerts when recordings or voicemails cannot be saved due to issues like call switch failover, recording server failure, or connectivity problems. Notifications are delivered through the Alerts and Notifications framework, webhooks, and Zoom applications (Zoom Web App, Zoom Phone Appliances, and the Zoom app). For regular recordings, users are prompted that the recording has stopped. Callers trying to leave a voicemail hear a message that the service is temporarily unavailable. If the customer does not opt-in to use Zoom's encryption key, alerts related to encryption key issues are also provided. This feature ensures better visibility and user experience when recording or voicemail services encounter problems.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024

Enable or disable emojis and attachments in Zoom Phone SMS

• Account owners and admins can manage the use of emojis and attachments in SMS messages sent through Zoom Phone. They have the option to enable or disable all emojis completely, or select a specific set of emojis that users can use. Additionally, admins can choose to enable or disable attachments in SMS messages.

Enhancements to admin integration between Zoom Phone and Zoom Contact Center

• Account owners and admins can integrate Zoom Contact Center (ZCC) with Zoom Phone (ZP) natively through the admin web portal. They can route calls to ZCC voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas. This feature provides a better platform integration between ZP and ZCC.

Analytics features

Enhanced user performance reporting with call log integration

• Account owners and admins can view user performance reports that align with the new call log details. Admins can understand the call logs behind the aggregated numbers for total, inbound, and outbound calls. The leaderboard allows admins to sort by all the metrics in the list and see how many inbound calls are coming from different extension types. In the summary page, the category names are changed to provide more clarity on call types. The leaderboard displays additional metrics by default, and all metrics are included in the export to CSV function. Admins can export all metrics to CSV for further analysis.

Developer features

Support for softphone IVR navigation for call center agents

• Call center agents can use the Interactive Voice Response (IVR) key press functionality for softphone interfaces embedded within third-party applications like Salesforce and Microsoft Teams.

Opt-in/opt-out APIs and webhooks for SMS

• Users can receive webhook events when an SMS recipient sends an opt-out to a Zoom Phone number. The event includes the recipient's phone number, timestamp, and the Zoom Phone number that received the opt-out. Users can also apply opt-in and opt-out rules for specific recipient contacts on Zoom Phone numbers via an API. This allows users to enforce opt-in and opt-out compliance rules across their organization programmatically.

Device features

Improved provisioning for Algo paging adapters and devices

• Account owners and admins can assign up to 30 extensions to Algo paging adapters and devices and specify the extension type (ringer, pager, intercom) for each line. This configuration is automatically sent to the device, eliminating the need for manual setup on the Algo device.

Integration features

Enhancements to call transfer functionality in Microsoft Teams

• Users can transfer an active call from the Microsoft Teams softphone. During an active call, the Transfer option is displayed, allowing users to search for another contact or dial a number. After initiating another call, users can choose between the blind transfer or warm transfer options. The blind transfer ends the current call and displays a Transfer Successful message, while the warm transfer initiates the second call and provides options to Complete Transfer or Cancel Transfer . Users also have the ability to transfer incoming calls to voicemail. This feature provides users with greater flexibility in managing their calls.

Copy functionality for sent SMS messages in Zoom Phone for Microsoft Teams

• Users can select and copy text from SMS messages sent from the Zoom Phone for Microsoft Teams integration . This allows users to easily share or reference the content of their sent messages as needed.

User features

Call recording transcription available in multiple languages

• Additional languages are integrated across various Zoom Phone features. Users can select from a wider range of languages for call recording transcription, including Chinese (Simplified), Chinese (Traditional), German, French (France and Canada), Italian, Japanese, Korean, Portuguese, Russian, and Spanish (EU and US). This feature must be enabled by Zoom.

Enhancements to voicemail greeting management for common area phones

• Users can dial into the voicemail system by pressing the voicemail button or dialing *86 on common area phones. They can then select option 2 from the telephony user interface (TUI) to record or update the voicemail greeting. This allows users to manage voicemail greetings without requiring administrator assistance. The user's customized voicemail greeting uploaded through the IVR menu will be the voicemail greeting for only business hours (not for closed hours and holidays).
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024.

Enhancements to initiating two leg server side calls for landlines

• Users can initiate a two-way call to connect to a landline number when they have a poor WiFi connection. They can specify a landline number as a Call Me On number and receive a verification call from Zoom. During the verification call, users are prompted to press 1 to confirm the number. If not confirmed, Zoom informs users that the number failed verification. After confirmation, Zoom connects the first call to the user's landline and the second call to the destination number. This feature helps users with poor WiFi make outbound calls. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024.

Resolved issues

• Resolved an issue where the Zoom Rooms Phone tab was missing the phone number for the caller ID.
• Resolve an issue where the 10DLC campaign descriptions were not saved after users edited it, due to letter case matching.
• Resolved an issue when the hold music for call park was configured with specific music (not the default one) from the asset library, and the hold music was incorrectly reverted to the default music for all the account's Zoom Phone sites.
• Resolved an issue regarding a wording issue in the Zoom Phone API that the auto_delete_policy should be "today" when auto_delete_enable status is changed after the time defined auto_delete_policy .
• Resolved an issue where updates to the auto receptionist (AR) Custom Hours are not reflected in the audit logs or the operation logs within the Zoom web portal.
• Resolved an issue where the Hardware Phones and Devices page within the Dashboard section on the Zoom web portal did not update correctly when a specific site was selected, and the data continued to display as Site All rather than updating to reflect the selected site's statistics.
• Resolved an issue where a sync error caused two users with the same email ID to appear in Phone System Management, and as a result, when the customer deleted one of these users from both the Phone System Management and their Zoom Account, all call recordings associated with the deleted user could no longer be fetched via API.