Update for Zoom Phone

New or enhanced feature

Admin features

Manage multi-level data retention policies

• Account owners and admins can set custom retention policies at the account, group, and extension levels to determine when voicemails, recordings, and logs are automatically deleted. When implementing account-based retention policies, existing site-level policies remain unaffected and continue to be enforced for current users. The system automatically migrates site-based retention policies and applies them to users during data migration. Administrators can monitor retention policy activities through detailed audit logs that track when voicemails, recordings, SMS messages, and other items are automatically removed from the system. Changes to retention policies and automated deletions are tracked in web audit logs for comprehensive monitoring. This granular control enables organizations to maintain different retention requirements for specific users or groups within their account.

Ireland toll-free number allocation with mandatory business verification

• Account owners and admins must complete a Know Your Customer (KYC) verification to obtain toll-free numbers for Zoom Phone and Zoom Contact Center in Ireland. This includes uploading a business registration certificate and a letter of intent, as required by Irish regulations for toll-free number allocation.

Enhancements to call queue and shared line group routing with temporary destination override mode

• Account owners and admins can configure a routing override mode policy that allows call queue and shared line group members to redirect group calls temporarily. Admins can set up routing options through the web portal, including destinations like voicemail, other call queues, auto receptionists, or external numbers. The feature provides visual indicators on the admin portal and user endpoints to show when override mode is active. Members can modify routing destinations during activation through an IVR menu. When activated, ongoing calls continue while new incoming calls are redirected to the pre-configured destination, such as voicemail, another extension, or an external number. Members can activate or deactivate this mode using DTMF codes from any endpoint, including desk phones and the desktop/mobile app. This functionality enables branch locations to efficiently manage call routing during unexpected schedule changes or emergencies.

AI Companion

AI Companion-powered call management and insights panel

• Zoom Phone users with paid licenses have access to an enhanced AI Companion side panel that delivers contextual insights and intelligent actions to support phone-related tasks and communications. Whether viewing general phone features or specific assets like voicemails and SMS messages, the panel provides intelligent prompts tailored to user needs. For general phone views, users can request preparation assistance for upcoming calls, revisit past call insights, and receive professional communication tips. When reviewing specific assets, the panel supports generating tasks from voicemails, translating SMS threads, and summarizing unread messages. Additionally, users can identify important missed calls based on organizational hierarchy and communication frequency, extract follow-up tasks from recent conversations, and access a consolidated view of all call-related tasks, voicemails, and messages. This functionality is available across desktop, mobile, web clients, and desk phones. All AI-generated transcripts are subject to admin-defined data retention policies and are deleted alongside their associated call logs. By providing actionable insights and offline support, this release helps users streamline communication workflows and manage phone interactions more effectively.

Developer features

Enhancements to SMS messaging with API support

• Users can programmatically send and receive SMS and MMS messages through new Zoom Phone APIs. The APIs support sending messages up to 1000 characters, multiple file formats for MMS, and features like Unicode characters and emojis. Messages sent through the API are visible in the client interface and SMS logs, maintaining conversation threads between senders and recipients. The API includes compliance features such as opt-in/opt-out logic and adherence to SMS limits based on calling plans. The feature supports both individual and group conversations with up to 50 recipients for batch messaging and includes webhook notifications for message responses. Messages are queued at a rate of 1 message per second to comply with carrier guidelines, with a maximum queue duration of 4 hours. All messages are subject to compliance requirements, such as 10DLC verification and toll-free registration, and are archived according to administrative policies. This enhancement enables automated messaging workflows while preserving the familiar Zoom Phone SMS experience.

Device features

Yealink DECT firmware management

• Starting in June 2025, Yealink DECT (W70B, W80DM, and W90DM) will receive new V87 firmware in a phased rollout. Once upgraded, these devices cannot be downgraded, and therefore, account owners and admins must consult Yealink product information on the release content. If they want to remain on current firmware versions, a custom firmware rule for Zoom Phone must be configured beforehand. Account owners and admins can manage Yealink DECT device firmware updates for W70B, W80DM, and W90DM base stations, along with W53H, W56H, W57R, W59R, W73H, and W78H handsets. The system implements strict version control to maintain compatibility, preventing downgrades after upgrading to V87 to address security concerns.

Enhancements to Avaya PSI calling features with expanded VDI and presence support

• Users can implement advanced telephony features in Avaya environments, including normal and extended call pickup with improved client signaling and send all calls functionality. Other features include VDI support for PSI users, visibility of hardware devices assigned to PSI users, and enhanced call forwarding options. Additionally, users can opt in or opt out of calls, while the Zoom Call Queue integration enables seamless call management. A Call Recording button has also been added for easier call documentation. These updates provide greater control and flexibility for users and administrators alike.

Device management features

Enhancements to Mitel PSI client call forwarding settings

• Users can configure advanced call forwarding options through the Zoom Phone software interface. The presence of hardware devices assigned to PSI users with a dedicated communication channel is established to facilitate collaboration and progress. Additionally, call forwarding capabilities provide more flexibility and control for users. Visual Voicemail is supported, allowing users to easily access and manage their voicemail messages visually.

Certified devices

• Zoom Phone supports the following IP phone devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process: Mitel CP600E

User features

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.

Zoom Phone support for viewing who accepted calls in a call queue

• Zoom Phone supports Accepted by [Name] for [Queue]. Users must update to the latest version (6.4.10 or higher) of the Zoom Workplace app to view who accepted a call in a call queue.

Resolved issues

• Resolved an issue where the Date of Birth field in the Business Address Validation Request form (Number Management → Phone Numbers → [Related Features] Business Address & Documents → Add Address) was saving incorrectly. When users selected a date from the calendar picker, the system was saving a date that was one day earlier than the selected value. The issue has been fixed to ensure that the selected date is accurately saved as entered, and users can enter and submit dates of birth without encountering this error.
• Resolved an issue where phone number overages were inconsistently billed following a license downgrade and account migration. This has been addressed, and billing behavior has been clarified. Going forward, charges will reflect the number of active phone numbers at the start of the billing cycle. If numbers are deleted before the cycle begins, they will not be billed. However, if numbers remain active during the cycle, billing will be based on peak usage.
• Resolved an issue where the SMS session IDs were not consistent in the Phone API. The logic is improved to prevent the previous issue by comparing the entire session ID, and this enhancement will apply to both group SMS and one-on-one SMS.
• Resolved an issue where the system incorrectly allowed users to add two switch entries with the same MAC address—one with port set to "all" and another with a specific port—and the system did not detect them as duplicates. The behavior of switch base MAC addresses in scenarios involving mixed port assignments is clarified, and the validation logic in the admin portal is improved. These updates help provide more consistent handling of MAC address assignments and provide better guidance to administrators during configuration.
• Resolved an issue where customers encountered the error message "Invalid regular expression: Nothing to repeat" when attempting to create a sample message. The error appeared specifically when the word "Reply" was included in the message content. This issue was caused by improper handling of certain input patterns in the validation logic. The underlying problem has been resolved, and users can include the word "Reply" without triggering an error.
• Resolved an issue that made it difficult for admins to route Zoom Phone auto receptionists to Zoom Contact Center (ZCC) queues, especially in accounts with many ZCC numbers. The search required exact matches, didn't support partial numbers, and lacked clear ordering, slowing down setup. Enhancements have been made to improve search functionality and streamline the configuration process.
• Resolve an issue where Common Area Phones could not be added to the Zoom Phone Private Directory through API calls, even though the same action worked via the web interface. Customers attempting to bulk-add devices via the API encountered silent failures, with no success or error responses returned, making it difficult to identify the cause. This issue impacted all Common Area Phones, while other extension types, such as users and call queues, were unaffected. The API behavior has been corrected to support adding Common Area Phones as expected, and proper success and error responses are returned to improve reliability and troubleshooting.
• Resolved an issue where deleted Common Area Phones remained visible as blank entries in Group Call Pickup (GCP) member lists, and attempts to remove them appeared to succeed but had no effect. When deleting a Common Area, the system removed the line key data before executing the logic to remove the user from the GCP group. The deletion logic has been updated to ensure proper sequencing, allowing GCP members to be fully and accurately removed when associated Common Area Phones are deleted.
• Resolved an issue where the CSV export from Phone System Management related to duplicate and missing records. Some records appeared more than once, while others seemed to be missing, affecting the accuracy of the exported data. The issue was reviewed and has since been addressed.

Bug fixes

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Open problems

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Important notes

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