Update for Zoom Phone

New or enhanced feature

Admin features

Multi-language text-to-speech audio prompt generation and merging

• Account owners and admins can generate multiple audio prompts using text-to-speech (TTS) in different languages on the Zoom admin web portal. They can then merge these prompts into a single audio file, eliminating the need for third-party tools. A column and filter option displays how each audio was created, making it easier to manage assets. This feature empowers customers to create multi-language audio prompts for their IVRs without leaving the admin portal.

Enhancements to data residency and encryption for AI features

• Account owners and admins can manage data retention, residency, and encryption for AI features like call summaries, voicemail transcription, and videomail transcription. They can set retention policies aligned with existing retention settings for call logs, SMS/MMS, voicemails, and videomails. The data generated will be stored in the user's configured Communications and content storage location region, and encrypted with the customer's CMK keys if enabled. For zero data retention (ZDR) accounts, call summarization follows ZDR data residency rules. If CMK or Zoom key fallback is unavailable, admins receive notifications.

Display caller ID details for redirected calls on desk phones

• Account owners and admins can enable the Set caller ID viewing preferences for redirected calls setting to display the name and number of the extension that last transferred a call to the receiving Zoom user or extension. This works for calls received via blind transfers and always call forwarding settings. The caller ID is displayed on the desk phone receiving the call. By priority, the supported model is the Poly Edge E series. This feature allows users to identify the source of redirected calls.

Delegate's business hours overriding delegator's hours for call routing

• Admins and delegators can set an option to have their delegate's business hours override the delegator's business hours for call routing. This checkbox is available under the delegator's delegation privileges and applies to standard and VIP delegation. If enabled, the delegate will automatically opt out from receiving the delegator's calls after the delegate's business hours. This ensures calls are routed based on the delegate's availability during their working hours. The Shared Line Appearances toggles in the Zoom app will remain unchanged.

Admin role for shared line groups

• Account owners and admins can create an admin role specifically for shared line groups (SLG). The SLG admin role has granular permissions to view or edit various SLG settings, including call handling, voicemail access and transcription, call logs, data residency, and membership management. They can also manage user access to voicemail and other SLG-specific features. This dedicated role allows customers to assign SLG management without providing excessive access to unrelated settings.

Analytics features

Improved warm transfer visibility and call log details

• Account owners and admins gain better insights into call scenarios involving warm transfers. Within a call, they can understand who hangs up first by viewing the timestamp and indication of whether the caller or callee ended the call. Admins can check external call records to see if the Hide Caller ID feature was used. They also have visibility into which call logs were deleted by specific users when soft delete is enabled. Additionally, in the same log, admins can see the PSTN talks to the second user and the talking time duration for that. This enhanced level of detail in the call logs helps admins monitor call activity more effectively.

Device management features

Issued end-of-life for models in Device Management

• Several device models are issued end-of-life (EOL) notices in the Zoom web portal. The EOL status will be displayed in the table view, when attempting to add the device, and on the device detail page. These device models include:

1. Cisco 8845
2. Yealink W56P

Integration features

Display icon for available AI call summary in Zoom Assistant for Microsoft users

• Microsoft users can easily identify when an AI-generated summary of their call is ready for review. The Zoom Assistant interface will display an icon to notify users that a summary is available. This enhancement streamlines the process of accessing AI-powered call insights, enabling users to quickly review and leverage the summarized information. 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 November 18, 2024.

Contact popup management in Bullhorn

• Admins have a new setting in Bullhorn to manage the automatic opening of contact records based on call type. For inbound calls, if the setting is disabled, the system will not open a contact record window but will continue to log the call. For outbound calls, if the setting is disabled, the system will not open a contact record window but will continue to log the outbound call. This setting provides control over system behavior and prevents issues like slow loading times and multiple windows opening.

Phone features

Speed dial key support for shared mobile experience

• Account owners and admins can configure and add speed dial keys for common areas configured with shared mobile experience. The speed dials are added via the existing Keys and Positions workflow in the web portal or through bulk CSV import or API. When added, the speed dials sync to the Zoom mobile app and appear under the Lines tab. Users can easily place calls to the programmed numbers, such as call queue pickup codes, by selecting the speed dial. 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 November 18, 2024.

Changed feature

Device management features

Increased assignee capacity for Poly Rove B4 device management

• Account owners and admins can add up to 300 assignees to the Poly Rove B4 device in the Zoom web portal. Each assignee will support a single-line extension. If an extension is assigned multiple lines, such as shared line appearance or additional numbers, these will consume the 300-assignee limit. This increased limit allows for larger deployments of the Poly Rove B4 device. Previously, the Poly Rove B4 device limitation was 200 assignees.

Resolved issues

• Resolved an issue affecting users' ability to edit custom phone numbers for call queues and users. Users reported that they previously had View access in their roles, allowing them to add customized phone numbers, but were encountering an error message stating, "You do not have permission". As long as members have User and Rooms and Phone Number edit permission from their PBX role, they will be able to edit Customize Numbers for outbound caller IDs.
• Resolved an issue where the backend filtered all users in the group, and then queried all these users' call recordings. The issue has been fixed where the Zoom Phone Recording logs returned all results for the data range when filtering by user group, and the user group had 0 members.
• Resolved an issue where users were unable to sync when using the Sync with Teams button on the Users & Rooms page under Phone System Management . Previously, the window disappeared without an indication of an error or status indicator, and the sync was not performed in Teams. This issue has been fixed when pressing the Sync button.
• Resolved an issue where a 15-second delay occurred between dialing in the Zoom Phone integration for Microsoft Teams and the call registering in the Zoom app when trying to dial outbound.
• Resolved an issue where the Zoom Phone softphone did not accurately reflect and update transfer actions initiated through third-party applications. This issue has been resolved, and users can receive notifications in the Zoom Phone softphone when a call is transferred through a third-party application. The notification includes details such as the original call ID, the new destination, and the transfer status. The softphone interface updates to reflect the new call state after the transfer, including updating call status indicators, call logs, and relevant call information displays. This ensures users have a consistent and accurate view of all call transfer activities, regardless of where they are initiated.