Update for Zoom Phone

New or enhanced feature

Admin features

Generally available multi-party call conferencing

• Multi-party conferencing (MPC) will be available to all existing and new Zoom Phone users and support up to 10 participants in a conference call. Users can merge two or more multi-party calls into one with a single action. Before merging, if the combined number of participants exceeds the capacity, users will be prevented from merging. During the merge, users can decide whether to keep all participants on hold or not. The number of multi-party calls a user can create is limited by the number of lines the Zoom app can display. Users must be the host or co-host of the calls to merge them. This feature ensures that users can seamlessly transfer calls during conferences, enhancing their collaboration experience. Note: This feature will be released in phases, starting with new accounts in December 2024 and rolling out to existing accounts based on their user count in early 2025.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 17, 2025.

Call recording and identifiable reporting exclusion

• Account owners and admins can configure specific numbers to be excluded from call recording and identifiable logging. When enabled, calls made to these excluded numbers will not be recorded and are anonymized in system logs, usage reports, and billing information. The feature masks caller information across dashboards, analytics, and reporting interfaces. For shared line environments, other members cannot view these calls in the shared call history. Call details remain visible only to the individual user making the call, so sensitive communications remain confidential. This comprehensive privacy solution helps organizations protect sensitive communications and maintain user confidentiality.

Enterprise connectivity with proxy and port 443 support for secure communications

• Users can connect to Zoom data centers using web proxies or through port 443 for Zoom Phone calls if both port 5091 and UDP media ports (20000 - 64000) are blocked. IPv6 connectivity and data center failover are supported when using proxies or port 443. For accounts configured with Zoom Phone Local Survivability, the service allows failover to local survivability when access to Zoom data centers is lost. This feature only includes the Zoom desktop app, mobile app, or Zoom Phone Appliances.

Analytics features

Generally available Zoom Phone recording report

• Account owners and admins can utilize the recording report feature, which improves visibility into call recording storage and system management. Admins can view key metrics, including storage capacity currently used, the number of call recordings, the total minutes of recordings, and overall storage capacity, accessible via the Zoom Phone Recordings tab under Log or Account Management Reports. Additionally, a threshold alert feature allows admins to set custom storage usage limits and receive notifications when those thresholds are reached, enabling better planning and proactive storage management.

Enhancements to SA01 data center integration with Session Border Controller monitoring and alerts

• Account owners and admins can monitor Session Border Controller (SBC) connections to the SA01 data center through an enhanced global heatmap in the SBC dashboard. The SA01 data center appears in the Route Group Management page, Alerts & Notifications, and Session Border Controller (SBC) dashboard. The Alerts & Notifications system includes SA01 data center information for route group status changes, delivering updates through email and team chat notifications. Admins can filter SBC views by selecting SA01 in the SIP Zone filters and manage route groups by selecting the SA01 data center and its corresponding SBCs in the Region options. The system tracks route group ping status changes and displays connectivity information in real-time. These enhancements enable administrators to better manage and monitor their SBC infrastructure across multiple data centers.

Enhancements to call log management and reporting capabilities

• The enhanced call log displays clear result statuses including busy, rejected, no answer, and offline states for users. Call logs can be sorted by From, To, and Time columns, and include new indicators for hidden caller ID and voicemail presence. Exported reports include separate fields for user names and email addresses. For call queue managers, the system displays detailed member activity including answers, rejections, and abandoned calls. These improvements make it easier to track and analyze call activity across the organization.

Client code management reports with billable hours

• Users can view consolidated client code reports that include data from both traditional entry methods and billable hours. The reports display essential information such as start time, client code, and billable duration. Users can edit client codes through the Personal Phone History or within billable hours. Account owners and admins can access comprehensive client code reports with new billable hours data. The reports include detailed fields such as timestamp, client code, entry method (DTMF, call history, or billable hours), and call duration. For billable hours entries, the duration reflects the manually set start and end times, while traditional entries show the total call duration. If a client code is modified, the system maintains the latest entry across all reports. The admin client code reporting provides a complete view of users' client code history regardless of the entry method.
  Note: The client code editing on the admin call history is deprecated.

Contact Center Features

Enhancements to caller identification and transfer details for integrated Zoom Contact Center experience

• Users can view enhanced caller information for calls transferred from Zoom Contact Center to Zoom Phone. For transferred calls, the display includes the original caller's information from both PSTN and Zoom Phone sources. The information displayed includes the original caller's name, phone number, and optional transfer details such as the agent's name and queue information. This feature works consistently across both native clients and Zoom Assistant, regardless of whether users have Power Pack licenses. Users without Power Pack licenses can also access conversation summaries. Additionally, account owners and admins can customize the level of transfer information shared based on their preferences on the Zoom Contact Center side. This enhancement ensures a seamless experience for customers using both Zoom Phone and Zoom Contact Center services.

Device features

VDI support for PSI implementations on Avaya Aura and Mitel

• Virtual Desktop Infrastructure (VDI) capabilities are available for PSI implementations with Avaya Aura and Mitel systems. This enhancement enables seamless integration of Phone functionality within virtualized environments, ensuring optimized performance and compatibility for users operating in Avaya Aura and Mitel infrastructures.

Enhancements to device management with automatic datacenter failover for Algo devices

• Account owners and admins can leverage enhanced device management capabilities for Algo paging and intercom devices through automated data center failover support. The firmware upgrade enables devices to maintain SIP registration by automatically switching between primary and secondary data centers. This enhancement improves system reliability by preventing communication disruptions during data center maintenance or temporary outages. The automatic failover mechanism helps maintain business continuity without requiring manual intervention.
  Note: The devices must be manually restarted or resynced to Zoom to pick up the new configurations for failover.

Device management features

Support for Mitel CP700X phones

• Account owners and admins can provision and manage Mitel CP700X IP phones within their Zoom Phone environment. The integration supports essential features including zero-touch provisioning, busy lamp field, failover capabilities, and hot desking functionality. Additional supported features include date/time configuration, firmware management, language selection, message waiting indicators, and multiple line appearances. Admins can configure secure calling using SRTP with AES-256 encryption and manage automatic updates through resync settings. This integration expands the range of supported enterprise-grade IP phones for Zoom Phone deployments.

Poly migration for zero-touch provisioning and device management

• In March 2025, Poly will update and consolidate its Zero Touch Provisioning (ZTP) servers to enhance provisioning efficiency and performance for all eligible Poly device models. Following this update, eligible devices will automatically connect to the new ZTP servers for provisioning. To ensure a seamless transition, you must allow network access and ensure your network permits eligible Poly devices to communicate with the new ZTP servers and associated platforms. Review documentation from Poly to confirm your network configuration aligns with the updated requirements. Prepare your network ahead of time to avoid disruptions in device provisioning. Devices that are unable to access the new ZTP servers due to network restrictions or improper configuration will fail to provision correctly.

Enhancements to line appearance and caller ID selection for Poly CCX series and Poly Trio C60

• Account owners and admins can implement multiple line configurations on Poly CCX and the Poly Trio C60 phones running in non-ZPA mode. The feature supports the entire CCX series including models 400, 50x, 600, and 700 with Open SIP firmware. Each duplicate line appearance can be configured with a unique outbound caller ID, enabling users to maintain distinct identities for different purposes. The system requires specific firmware versions to enable these functionalities. This enhancement streamlines call handling and improves caller identification management for organizations using Poly CCX and Poly Trio C60 devices.

General features

Support for Republic of Congo calling

• Account owners and admins can enable calling to the Republic of Congo (+242) as a supported destination under the Special Countries category. This feature must be enabled by Zoom Support for activation. The feature expands Zoom Phone's international calling capabilities while maintaining controlled access through support channels. Note: Please refer to Zoom Phone International Calling and SMS/MMS Rates for rate details. This feature must be enabled by Zoom.

Enhancements to media routing and DTMF support for Poly Edge E series desk phones

• Zoom Phone users with compatible desk phones can establish direct media connections through ICE/STUN/TURN protocols. The feature applies to calls between desk phones and calls between desk phones and softphones. Users retain full access to DTMF-related functions even during peer-to-peer calls. Currently certified and supported devices, specifically Poly Edge E series phones, can utilize this capability while legacy phones continue with standard routing. This enhancement optimizes network resource utilization and provides more efficient media routing between endpoints. This feature must be enabled by Zoom.

Arabic language support for audio prompts

• Account owners and admins can select Arabic as a language option for system audio prompts across multiple extension types, including auto receptionists, call queues, and shared lines. The Arabic language option appears in the Audio Prompt Language dropdown menus throughout the admin portal and user settings. When selected, all default system prompts, including voicemail greetings and recording consent messages, play in Arabic unless customized. Users can also upload or record custom prompts in Arabic through the Asset Library. This feature must be enabled by Zoom.

Integration features

Enhancements to Microsoft Teams Direct Routing number management and synchronization

• Account owners and admins can streamline the Microsoft Teams Direct Routing migration process with improved number management capabilities. The system allows synchronization of numbers even when users have existing Teams Direct Routing numbers assigned with different Voice Routing Policies. Admins can utilize Microsoft Entra Privileged Identity Management for just-in-time access during sync operations, and configure application access integration alongside delegate admin methods. The feature supports private line configuration and includes automated policy assignments for large-scale deployments. These enhancements enable seamless provider transitions while maintaining continuous service for customers migrating to Zoom Direct Routing as a Service (DRaaS).

SMS features

Support for 10DLC SMS campaign registration for sole proprietors

• Customers can register SMS campaigns for sole proprietorship businesses without requiring an Employer Identification Number (EIN). The registration process involves a two-factor authentication process where customers provide their wireless mobile number and address information. A one-time password (OTP) verification is sent to the provided mobile number, which must be validated within 24 hours. The campaign registration supports only the Zoom Phone campaign type and requires sample messages and opt-in/opt-out details. Website and privacy policy information are optional for sole proprietor campaigns. The feature includes automated monthly reporting capabilities that track daily traffic per campaign, particularly for T-Mobile, with reports generated in CSV format on the first of each month. This enhancement expands Zoom Phone's SMS capabilities to support small business entrepreneurs and independent professionals.

User features

Zoom Phone call switching between Zoom Workplace desktop and mobile apps

• Users can seamlessly switch an active Zoom Phone call between their Zoom Workplace desktop and mobile apps with a single click or tap. If the call was on mute or recorded before the switch, it remains on mute or continues recording after the switch. When a call is placed on hold and transferred to another endpoint, the system preserves the hold state instead of automatically resuming the call. This feature improves the calling experience by maintaining the desired hold state during device transitions. The call log shows only one entry for the call, regardless of how many times the user switches between devices. This feature provides an experience consistent with meetings and eliminates the need for multiple clicks or taps to switch devices during a call.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 17, 2025.

Use Team SMS with scheduled message delivery controls

• Users with Team SMS and Power Pack license can schedule SMS messages to be sent at a specific time. When a user schedules a message in a thread, other users who claim that thread can view but cannot edit the scheduled message. A visual indicator shows when a thread contains scheduled messages. If the user who scheduled the message is removed from the system or loses access rights, the scheduled message is automatically deleted. This feature helps improve communication efficiency when working across different time zones. This feature must be enabled by Zoom.

Use CallKit always for incoming call notifications

• Account owners and admins can enable CallKit to be used consistently for incoming call notifications on iOS and iPadOS devices, regardless of whether the Zoom Workplace app is running in the foreground or background. The setting can be configured at the account, site, group, user, and common area levels. When enabled, the maximum number of concurrent calls supported decreases from four to two. If the policy is not locked, users can modify the setting on their devices, which automatically updates the web portal policy value. This enhancement enables uninterrupted call handling on iOS and iPadOS devices.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 17, 2025.

Call queue and shared line ringtone consistency across routing methods

• Users can set distinctive ringtones for their Call Queue, Shared Line Group, and Shared Line Appearance (assistant) numbers through their audio settings. When calls are received through these channels, the configured ringtone plays consistently regardless of the call's routing path, including direct calls, transfers, forwards, or overflow scenarios. The feature works whether calls are directly dialed, internally forwarded, transferred, or overflowed to these numbers. Users can configure specific ringtones through the Zoom Workplace app's settings under Ringtones, where both direct inward dialing (DID) and extension numbers are displayed. This enhancement ensures that call handling remains consistent with user-defined preferences, supporting more efficient workflow management. This feature helps organizations maintain appropriate response times for different types of incoming calls by providing clear audio differentiation.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 17, 2025.

AI-powered live call assistance and summarization

• Users can open the AI Companion side panel during an active phone call and ask questions. AI Companion provides answers based on the live transcription of the call. Users can select from pre-built prompts or type custom questions. When initiating AI Companion, participants hear a disclaimer prompt and a visual indicator shows the call is being transcribed. Users can control the transcription and have separate options for call summaries and questions. The feature provides real-time assistance by leveraging AI to capture summaries and answer questions during ongoing calls, enhancing the call experience.

Zoom Fax features

Introducing Zoom Fax

• Account owners and admins can designate fax-capable numbers and control which users can receive, access, download, and delete faxes for main numbers. Users can view sender information and page counts, and preview faxes in PDF format directly in the Zoom Workplace app.
  Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for March 25, 2025.

Changed feature

Support for caller ID prefix in Japan

• Users in Japan can dial phone numbers with the prefix 184 or 186 to control their caller ID display. When dialing with prefix 184, the called party sees No Caller ID, while prefix 186 displays the caller's phone number. This functionality is supported across all Zoom Phone numbers in Japan. The system automatically processes these prefixes to ensure consistent call completion and proper caller ID handling.

Limit hotdesking to non-shared devices

• Account owners and admins can no longer configure hotdesk policies for certain device types, including intercom/paging devices and Analog Telephone Adapters (ATAs). The system automatically prevents hotdesk configuration for these shared devices through the admin portal. This change streamlines device management by restricting hotdesk functionality to appropriate device types.

Resolved issues

• Resolved an issue where the Code Entry button (located under the Display tab's Access Settings ) keeps reverting to disabled when Zoom updates the configuration file.
• Resolved an issue where the user's browser showed No Data in the SMS logs under Phone System Management in the admin web portal. This was caused by the SMS From number being assigned to multiple Zoom Phone users. Due to the system design, only the most recent user's session was displayed, and if that session had no SMS activity, it showed No Data . The issue was resolved by ensuring the correct session history is displayed, preventing the No Data message.
• Resolved an issue where reports were not sent or received from the Subscription Center.
• Resolved an issue where the user encountered a server error when attempting to select a Zoom Contact Center (ZCC) number or flow on a Zoom Phone (ZP) auto receptionist, after switching to the Number Management system. The problem occurred because the user tried to input keywords (such as digits or flow names) to search for ZCC flow numbers in the ZP auto receptionist IVR menu. Previously, this was not supported, and users were required to directly select the flow numbers from the dropdown list. A frontend enhancement is planned to allow searching by keywords in the future, improving the ZP auto receptionist IVR experience.
• Resolved an issue where users, who were provisioned the Zoom Workplace Enterprise Plus bundle while holding Zoom Phone India licenses, required a complex and time-consuming workaround. This process involved unassigning users, adding basic licenses, and manually activating users, which created administrative challenges. The workaround also left behind error messages. The process has since been streamlined to eliminate these inefficiencies and prevent future issues.
• - Resolved an issue where the Zoom Phone Site Admins could not assign numbers from the reserved list after migrating to Number Management . Only Phone Super Admins could assign a product/site to a reserved number, making it visible for Site Admins to assign, and Site Admins could not directly access the Product option. This limitation issue has been fixed.
• Resolved an issue where admins could not load the Phone System Management tab. When they tried to access that tab, they received a 404 Not Found response with the message Site does not exist .