Update for Zoom Phone

New or enhanced feature

Admin features

Voicemail status tracking

• Account owners and admins can access detailed voicemail status information through the Voicemail & Videomail tab in the Zoom admin web portal. The enhanced log includes a Status field that tracks voicemail generation states, including successful, processing, and failed statuses. Successfully generated voicemails include clickable links to access the content, while processing or failed voicemails do not display links until completion. The data updates within 15 minutes of the current time, enabling admins to monitor voicemail generation success rates and troubleshoot issues in near real-time.

Granular permission controls for common area administration

• Account owners and admins can create specialized user groups with permissions to manage designated common areas. Delegated users can modify device settings such as speed dial configurations and hours of operation for their assigned common areas. The system follows a similar administration model to call queue management, allowing organizations to distribute management responsibilities without granting full phone admin privileges. This granular permission system reduces administrative overhead and enables local management of common areas while maintaining centralized control.

Generally available site admin permission to manage hardware devices without requiring full access

1. Account owners and admins can assign granular permissions for managing hardware devices through the Zoom Phone roles, Phone Super Admin and Phone Site Admin. These dedicated roles provide read or read/write access to device management functions, including the ability to view device status, reboot devices, and modify key layouts. The permission is separate from the All Other Features category previously required for device management. This enhancement enables organizations to delegate device management responsibilities without granting unnecessary administrative privileges, improving operational efficiency and security.

Enhancements to automated Zoom Phone provisioning for frontline workers with optional voicemail control

• Account owners and admins can enable Zoom Phone functionality for frontline worker users through a simplified setup process. When assigning a frontline worker license, users are automatically added to Zoom Phone as basic users. Admins can quickly configure basic Zoom Phone service settings, including the option to disable voicemail functionality for these users. If voicemail is disabled, no mailbox is created, and call handling defaults to playing a message before disconnecting. When frontline worker licenses are removed, users are automatically removed from Zoom Phone unless they have been upgraded to a Pro license. This streamlined administration process reduces configuration time and simplifies phone system management for frontline workers.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 16, 2025

Customizable language settings for common areas

• Account owners and admins can configure language settings when creating or updating common areas. The language option is available through the admin portal during common area creation, updates, and CSV imports. Admins can select from the same language options available for Zoom Phone users, with English set as the default language. The configured language setting determines the user interface language on hardware phones, providing a consistent experience across common areas.

Enhancements to conference call history

• Account owners and admins can view detailed conference call information in the admin call log, including participant names, direct inward dialing (DID) numbers, join times, and leave times. The system defines a conference call when three or more participants are on the same call, with join times recorded when the third person enters.

AI Companion

View AI Companion Dashboard for phone communications

• Account owners and admins can access comprehensive AI Companion usage data for Zoom Phone within the AI Companion dashboard. The dashboard displays key performance indicators, including the number of users utilizing call summaries, call questions, voicemail tasks, and voicemail prioritization metrics. Admins can filter data by cost center, department, and group, while viewing historical trends across customizable time periods. Advanced filtering capabilities and top user analytics provide insights into feature utilization patterns. The dashboard includes graphs showing active users, call summary adoption, and a list of top AI Companion users with detailed usage statistics. This enhanced visibility helps organizations track and manage their AI Companion feature adoption across their phone system.

Ask AIC Prompts after phone call

• Account owners and admins can enable offline AI-powered prompts for their organization's phone system. This feature operates independently of phone calls, helping provide consistent AI assistance during calls. The functionality is automatically enabled for all new accounts. Account owners and admins can configure AI prompt settings through the admin portal. This enhancement provides reliable AI assistance for phone communications without requiring internet access.

Analytics features

View Phone User and Common Area Phone activity dashboard

• Account owners and admins can monitor Zoom Phone adoption and usage through an enhanced activity dashboard that tracks both user and common area phone activity. The dashboard presents active user trends based on the first 28 days of each month, with filters for organizational structure viewing. Detailed tables include user activation status categories ( Activated, Ready to Activate, Not Ready ), SMS and read voicemail usage counts, and administrative role indicators. The user's total usage is calculated based on calls made or received, SMS messages, and voicemail interactions. The dashboard displays monthly active user trends based on calls. This enhanced visibility enables admins to optimize license utilization and understand user adoption patterns across their organization.
  Note: This dashboard was moved from the Zoom Phone tab under Analytics and Reports to the admin (Phone) Dashboard.

Generally available unified Zoom Phone and Contact Center call journey analytics

• Account owners and admins can access comprehensive call journey reports for both Zoom Phone and Zoom Contact Center interactions. Admins can view a unified dashboard displaying a holistic view of call events and metrics across Zoom Phone (ZP) and Zoom Contact Center (ZCC). The report includes details such as in-queue wait time, talk time, hold time, and wrap-up time for both platforms. It provides a global ID for each call across ZP and ZCC, enabling admins to track the entire call journey. The report is accessible to admins with the required licenses and permissions for both ZP and ZCC, offering improved observability into the overall call experience.
  Note: This report only includes the interactions between ZP and ZCC. If the call only reaches one side, it won't appear in this dashboard.

Improved export function for SMS log reporting

• Account owners and admins can generate more detailed reports from the SMS logs under Phone System Management. The Participants column has been updated to display all participants' numbers, names, email addresses, and associated site information. These enhancements provide greater clarity and allow for easier export and analysis of SMS participant data.

Device management features

Enhancements to Yealink DECT handset firmware management

• 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.

Common area delegation capabilities

• Account owners and admins can configure delegation settings for common areas through expanded policy controls. When enabled, common area phones can be delegated to another user or common areas. The new common area admin role includes permissions to manage these delegation settings. The feature requires common areas to have Pro licenses. Administrators can manage these settings through a dedicated common area admin role, though delegation to shared line groups, auto receptionists, and call queues is not supported. This enhancement provides flexibility in managing shared workspace communications by allowing organizations to redirect calls from common areas to designated users or other common areas.

Integration features

Zoom Phone voicemail-to-task generation for Microsoft Teams integration

• Account owners and admins can enable Zoom Assistant during the installation process for the Zoom for Microsoft Teams integration through a new setup wizard. Users can access AI-generated post-call summaries directly within Microsoft Teams, featuring key discussion points and action items. The system includes an intelligent voicemail prioritization feature that automatically flags important messages based on user-defined criteria such as sender, urgency, or keywords. Users can also generate and view tasks from voicemail messages within the Microsoft Teams interface. A dedicated View Task button appears with each voicemail message, allowing users to create and manage tasks directly within the Teams environment. These AI-powered enhancements help streamline communication workflows and improve productivity for Teams users.

Support for incoming calls in the Zoom Phone for HubSpot integration

• Users can efficiently handle incoming calls within the HubSpot platform using the Zoom Phone integration. They receive notifications with caller details and can answer calls through the Zoom softphone. During the call, users can log notes, issues discussed, and action items, which are automatically associated with the contact or company record after the call. New contacts can also be created from incoming calls. The call history and notes are easily accessible for future reference. The click-to-call feature for outbound calls is also supported. This integration enhances customer service and communication management within HubSpot.

Hide history and voicemail buttons for Teams users

• Users running Zoom Assistant with the Microsoft Teams integration can experience a streamlined interface where history and voicemail buttons are hidden from view. This change prevents cross-launching between the Zoom app and Microsoft Teams applications during interactions. The feature specifically targets organizations that primarily use Microsoft Teams for their communication needs. By removing these buttons, users can maintain their focus within the Teams environment and reduce workflow disruptions.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 16, 2025.

Number Management features

Introducing international virtual service numbers with simplified address requirements for Zoom Phone and Contact Center

• Account owners and admins can expand their global presence through virtual service numbers in countries including Argentina, Belgium, Brazil, India, Israel, and 29 other locations using the common phone number management interface. The virtual numbers support incoming calls from landline and mobile numbers, with clear indication that outbound calling is not supported except for Israel. The service is billed using the Global Phone Number service, with updated rate cards reflecting monthly rental charges and inbound per-minute rates for all supported countries. Admins can assign these numbers to valid Zoom Phone and Zoom Contact Center endpoints that support telephony.

Online Fax features

International Online Fax generally available with improved file handling and notifications

• Account owners and admins can leverage expanded fax capabilities across 46 countries where Zoom has native coverage. Users can send and receive faxes using native Zoom phone numbers or BYOC phone numbers, with BYOC faxes routing through the customer's SBC. Users can send faxes with customizable cover pages. Fax storage is supported in the designated recordings and content location to meet data residency requirements. Admins can configure email notifications for received faxes and monitor fax page usage through charge reports. These enhancements offer greater flexibility and control over fax communications while supporting data residency needs.
  Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for June 20, 2025.

SMS features

Enhancements to SMS security with expanded spam filtering and warning system

• Account owners and admins can leverage existing manual mark spam settings to protect users from unwanted SMS content. The system automatically applies voice spam lists and rules to SMS messages. When a phone number's spam reports exceed the Spam or Maybe Spam thresholds, users see the phone number identified as spam. All URLs have hyperlinks removed, and images will be hidden behind a spam warning. The spam protection settings follow the same treatment as voice calls, except the Forward to Voicemail settings result in spam-tagged messages. Block this number will also only block future SMS from that number. The manual mark logic is updated; all numbers exceeding the Not Spam report thresholds have their spam tag status removed by default and no longer require admin review.

User features

• Improve Invite Zoom Phone experience with automatic phone participant connection
• Users can experience faster phone participant connections when using the Automatically reconnect to meeting audio option in Zoom Phone. When inviting participants via phone during a meeting, the PSTN user connects immediately without waiting for the call to be answered. The keypad is suppressed by default when the automatic reconnection option is disabled. This streamlined process reduces delays and improves the overall meeting joining experience for both hosts and phone participants.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 16, 2025.

Bug fixes

• Resolved an issue where the button display was inconsistent due to role permissions, and where a user saw an interface option suggesting additional permissions, though the action was not functional. This was due to overlapping roles with differing access levels. The display logic was adjusted to better reflect actual user permissions, preventing confusion and aligning the interface with expected functionality.
• Resolved an issue where the email address was displayed instead of the Zoom phone user's name in the Users & Rooms tab under Phone System Management in the Zoom web portal.
• Resolved an issue where SMS configuration was reset during migration. During a recent account migration between clusters, a carrier-related reconfiguration caused SMS settings to revert unexpectedly. This occurred due to how messaging features are managed during number re-registration. Adjustments have been made to prevent recurrence in future migrations.
• Resolved an issue where the call queue alert notifications were inaccurate, where users received call queue alert emails indicating high call volume despite no corresponding activity in the call logs. After review, the discrepancy was confirmed, and the alert behavior has been adjusted to provide more accurate notifications moving forward.
• Resolved an issue regarding license assignment discrepancy via import in the Zoom web portal, where Zoom One licenses could be assigned to common areas through bulk import (in cases where they normally wouldn't be available via manual setup). The process has been updated to align behavior across both methods.
• Resolved an issue regarding a CSV import matching error, where a formatting mismatch during bulk import caused update failures due to inconsistencies in how email addresses were processed. The handling logic has been adjusted to provide more reliable