Update for Zoom Phone

New or enhanced feature

Admin features

Provision pending users and manage Zoom Phone access

• Account owners and admins can provision pending users with Zoom Phone licenses, phone numbers, call queues, and other features before users accept their account invitation. They can also control when users receive email notifications, access the Phone tab, and start making and receiving calls. Additionally, admins can filter and differentiate between pending and active users throughout the Phone System Management section in the Zoom web portal. This enables admins to fully set up and train their users before granting them access to Zoom Phone, ensuring a seamless onboarding experience.
  Note: This feature will not be immediately available, as it is dependent on a backend release, tentatively scheduled for September 30, 2024.

Limit displayed outbound caller IDs for Zoom Phone clients

• Account owners and admins can select up to 100 outbound caller IDs to be displayed in Zoom Phone. This feature limits the number of outbound caller IDs shown, preventing performance issues that may occur when a large number of caller IDs are displayed. Account owners and admin can enable or disable the toggle to select the 100 caller IDs available.
  Note: The display limits will be in effect at a later date. This feature must be enabled by Zoom.

Introducing Zoom Phone integration with Avaya Aura

• Account owners and admins can enable SIP integration between Zoom and Avaya Aura, eliminating the need for Avaya Workplace clients. They can provision users to Zoom, configure SSO login, and enable features like call elevation to Zoom meetings, presence integration, and directory sync. Additionally, users can integrate Zoom Phone with the Avaya Aura on-premises system.
  Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for September 20, 2024. This feature must be enabled by Zoom.

Improved emergency address accuracy and compliance for EMEA countries

• Zoom Phone (ZP) account owners and admins are required to create an emergency address when getting a number in Belgium, Denmark, France, Ireland, Sweden, and the United Kingdom if an emergency address does not exist. If an emergency address already exists, admins can select it when ordering additional numbers in the same country. Admins can choose the address that most closely matches their entered address during verification. For ported number blocks, updating the emergency address for one number extends it to the entire block. This ensures compliance with emergency address requirements and enables first responders to locate customers during emergencies.

Emergency calling disclaimer customization for Zoom Phone clients

• Account owners and admins can customize an emergency calling disclaimer for Zoom Phone across various platforms, including desktop, mobile, Zoom Phone Appliances, and the web-based client. They can set the disclaimer at different levels, such as account, site, group, or user. The disclaimer can be displayed at different frequencies, and the text can be translated into multiple languages. This feature ensures compliance with regulations and informs users about emergency calling limitations in certain areas.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.

Call park across sites for Zoom Phone

• Account owners and admins can enable call park across sites, allowing users to park a call in one site and have another user pick it up from a different site. In the web portal, they can add a maximum of 15 sites to share call park locations and create multiple cross-site groups. The call park cross-site support is integrated into the existing call park settings under the call park policy. Admins also have the option to change from 3-digit to 4-digit call park locations to accommodate additional locations. This feature improves collaboration and call handling across branch offices. This feature must be enabled by Zoom.

Bulk site management for holidays and force majeure situations

• Account owners and admins can make bulk updates to multiple sites' holiday hours, greetings, call routing, and other settings. For planned events like holidays, they can schedule updates in advance. In case of emergencies or last-minute events, admins can quickly select impacted sites and apply temporary changes. Updates can be made via the bulk-update interface or by importing a CSV file. Admins can also set up notifications for upcoming expiration dates and assign roles for this functionality. This empowers admins to swiftly adapt operations across their locations during changing circumstances. This feature must be enabled by Zoom.

Analytics features

Inbound call insight and Zoom Contact Center integration

• Account owners and admins can view detailed inbound call insights for Zoom Phone, including the integration with Zoom Contact Center. The reports display the number of calls transferred between Zoom Phone and Zoom Contact Center for call queues (CQ) and auto receptionists (AR), along with call flow details. Admins can filter the reports by number type, direction, and events such as overflow to or from Zoom Phone. The reports also provide metrics like average duration, queue details, and engagement logs. The reports provide insights into the number of calls coming from different sources such as PSTN, Zoom Contact Center, external contacts, and Zoom Rooms. Admins can also view the number of calls that overflow to different extension types, including Zoom Contact Center. Additionally, admins can export the data based on date and filter selections. This integration allows for comprehensive call analytics and improved visibility into the customer experience across both platforms. This feature must be enabled by Zoom.

Generally available member availability reporting for Zoom Phone

• Account owners and admins can generate a member availability report to view real-time visibility into members' status and availability across call queues. This report shows each agent's Zoom client presence status and call status. Admins can also select a specific call queue to view a member's status.
  Note: The Power Pack add-on is required for this reporting.

Enhancements to member performance reports

• The Member Performance Report provides a comprehensive view of agents' availability and performance metrics, including calls handled, active calls, completed calls, hold times, waiting times, handling times, and outbound calls. Admins and supervisors can access this report for the call queues they manage, allowing them to better understand agents' true availability and optimize call queue operations. The report can be filtered by date and time, and data can be exported for further analysis.

Detailed recording report with enhanced visibility

• The recording report provides account owners and admins with a comprehensive view of call recording metrics. The summary chart displays three separate charts for recorded calls with connected calls, non-recorded calls with connected calls, and non-connected calls out of total calls. Admins can see users belonging to the sites they manage, with the primary group selection based on site users. Admins can also expand the Recordings Type chart, click a specific day to view recordings, or reset the list to show total recording details for a selected period.
  Note: Recording admins without additional roles cannot access the report.

Developer features

Improved device management with IP address and status reporting

• Users can programmatically access detailed information about registered devices, including their IP addresses and online/offline status, through Zoom's API. These additions enable users to generate daily reports on registered device IP addresses, facilitating automated reporting processes and ensuring up-to-date information for efficient device management and security.

Improved call history tracking with new webhooks and APIs

• Users can leverage new webhooks and APIs for call history management. The existing webhooks for call log deletion, permanent deletion, and call completion have been replaced with new webhooks for call history. Additionally, new APIs have been introduced to add a client code to call history, delete a user's call history, get a user's call history, and sync a user's call history.

Device features

Firmware upgrade

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

1. Cisco:

• CP6821
• CP6851
• CP6861
• CP6871
• CP7811
• CP7821
• CP7832
• CP7841
• CP7861
• CP8811
• CP8832
• CP8841
• CP8845
• CP8851
• CP8861
• CP8865

1. Poly:

• Edge-E100
• Edge-E220
• Edge-E300
• Edge-E320
• Edge-E350
• Edge-E400
• Edge-E450
• Edge-E500
• Edge-E550

Device management features

Display device serial number and IP address of Common Area smartphones

• Account owners and admins can allow the Zoom app to retrieve and display the serial number and IP address of the Zebra devices that are logged into Common Area extensions via an activation code in the Zoom Phone web portal. The serial number aids in identifying the specific device assigned to a Common Area extension for troubleshooting, updating settings, generating new activation codes, or deactivating stolen devices. The IP address further assists in locating the device on the network. The admin must enable permission by their mobile device management application for the Zoom app to obtain this information.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.

Advanced filtering for devices by vendor and model

• In Phone System Management, under the Phones and Devices section, account owners and admins can filter devices using a two-level filter for vendor and model. The top-level filter allows selecting the vendor or Brand, while the sub-level filter displays all available models for the selected vendor, including an All [Vendor] Devices option. This granular filtering capability aids admins in managing devices more effectively, enabling tasks such as tracking specific device models across sites, monitoring firmware versions, and applying configuration templates tailored to particular models.

Integration features

Control missed call logging for the Zoom Phone for Bullhorn integration

• Admins can manage whether missed calls are logged in Bullhorn for the Zoom Phone for Bullhorn integration by using the Log missed calls in Bullhorn setting from the integration's admin interface. When this setting is enabled, missed calls will be logged in Bullhorn. When this setting is disabled, missed calls will not be logged.

User features

Zoom Assistant in-call dialpad and telephony shortcuts

• AI Summary and live transcription have been added to Zoom Assistant. During an active call, Zoom Assistant provides a dial pad view with mid-call controls like end call, mute/unmute, hold/unhold, transfer, add participant, park call, and start/stop call summary. Users can also access the classic line view for additional operations. Account owners and admins can configure Zoom Assistant to hide when there are no active calls. Zoom Pro users can use speed dial buttons for cold transfers, warm transfers, barge, monitor, and whisper actions. Power Pack users can create multi-party calls and bring participants into the current call using speed dial buttons. This enables users to quickly perform common telephony tasks without navigating multiple menus.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.

Support for multiple languages for the voicemail Task feature

• Zoom Phone users have access to different languages for the voicemail Task feature in Zoom Phone. This feature supports Chinese (Simplified), German, Italian, Japanese, and Portuguese languages for the generated Task based on the voicemail speech-to-text summary. The feature includes language identification, which automatically detects the language being spoken and transcribes accordingly. This feature must be enabled by Zoom.

Restrictions on concurrent hotdesk logins for improved security

• Users can only log in as a guest on one desk phone at a time. If a user attempts to log in as a guest on another desk phone while already logged in on a different desk phone, they will be automatically logged out of the first desk phone. This ensures compliance with security policies that prohibit users from being logged in on multiple devices simultaneously.

Expanded international telephony footprint for Zoom Phone

• Account owners and admins can utilize the expanded telephony footprint for Zoom Phone in the following countries and number types: Toll-free numbers in Hong Kong, Singapore, Macau, Taiwan, Thailand, Malaysia, Indonesia, Belgium, Estonia, France, Italy, Norway, Serbia, South Africa, Argentina, Brazil, Chile, Colombia, Mexico, and Peru; ITFS numbers in Japan, India, UAE, and Saudi Arabia; and shared cost/national numbers in China, South Korea, and Portugal. Existing KYC, portability, and restriction requirements apply. Usage charges and number charges are deducted from the Zoom Phone Audio commitment, with tiered discounts and overage charges based on the commitment.

Enhancements to user access controls

• On the Zoom mobile app, Zoom Phone (ZP), Shared Mobile Experience (Common Area) for frontline worker users can access the General and Accessibility menus to adjust ringtone, volume levels, and accessibility settings. The Logout option remains locked for security purposes, and users cannot set the ringer volume below the default level to ensure they do not miss calls. These changes, applicable to both Android and iOS apps, are managed by account owners and admins in the web portal. This allows end users to manage their device settings while maintaining necessary security controls. This feature is dependent on the customer requesting access to Zoom mobile clients as Common areas. 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 September 16, 2024.

Ability to include desk phones in closed and holiday hours call handling

• Users can add desk phones to their call-handling settings for closed and holiday hours. This feature allows users to receive calls on their desk phones during closed and holiday hours while preventing disruptions during open hours. For existing users with assigned desk phones, the desk phone will be automatically added as the last device in the call handling sequence for closed and holiday hours, with the status set to off by default. Additionally, account owners and admins can manage desk phone settings for any user's closed and holiday hours call handling.

Resolved issues

• Resolved an issue where users received multiple notifications that the desk phone was not available when they tried to enable Desktop Call Control.
• Resolved an issue where SMS failed to send because there was a space in the opt-in message in the customer's campaign when the customer set Require my users to send the Opt-In message and wait for the Opt-In response .
• Resolved an issue where the To Help response documented in the active SMS campaign of the Zoom web portal did not reflect the actual response to HELP in the user's SMS.
• Resolved an issue where a user could not locate a site under the IP Phone Global HeatMap.
• Resolved an issue where several users' SMS conversations were only partially loading in the Zoom desktop application. The problem was identified as a display issue within the desktop application, and the system was not properly retrieving and displaying older messages for specific contacts.
• Resolved an issue where the Zoom app previously displayed the English word "Anonymous" for anonymous calls, regardless of the user's selected language; this issue occurred when the app was set to Chinese or other non-English languages. The problem has been resolved; calls without caller ID will display Unknown Caller in the Zoom app, and the localization has been updated to include 非通知 for Japanese language settings.