Update for Zoom Phone

New or enhanced feature

Admin features

Auto-answer call queue calls

• Account owners and admins can make auto-answer functionality for call queues available through policy settings at the account, site, group, and user levels. Once available, call queue agents will see options in the web portal and desktop app that allow them to select the auto-answer delay for queue calls that are presented to them. The options include auto-answer turned off, immediate auto-answer, and delayed auto-answer with a delay ranging between 5 and 30 seconds. Additionally, the Auto-answer call queue calls setting for individual call queues must be enabled for agent auto-answer settings to take effect. Depending on the delay setting, call queue agents using the desktop app hear a brief tone before auto-answer occurs immediately, or see a countdown timer for a delayed auto-answer. Auto-answer is inhibited if agents are logged in to multiple devices/apps to prevent conflicts.

Call back options for call queue waiting callers

• Account owners and administrators can enable a new call queue feature that allows callers to request a callback instead of continuing to wait for an agent. The system handles callback requests without loss of the caller's original queue position and is automatically initiated when they reach the front of the queue. Admins can customize when callers receive both initial and additional callback offers, as well as specify the caller ID for callbacks. The feature also includes options to disallow callback requests to international numbers and select special visual and audible indications to agents, allowing them to distinguish between callbacks and regular inbound calls so they can handle each call type appropriately. Callers making callback requests can specify their current number or enter a different number using DTMF commands. For callers with blocked caller IDs, entering a valid callback number is mandatory.

Analytics features

Enhancements to Zoom Phone and Contact Center call journey recording visibility for unified communications

• Account owners and admins can view unified call recordings from both Zoom Phone (ZP) and Zoom Contact Center (ZCC) within the call journey report. They can access a comprehensive view of call recordings in the web portal when calls transfer between ZP and ZCC. The system maintains recording continuity in the call journey report, displaying both recording links even when a transfer causes the initial recording to stop. The feature is available when recording is enabled at both the queue and user levels. Admins with report access can see all recording links, though playback capabilities are governed by their specific recording permissions. This enhancement streamlines the process of monitoring and reviewing cross-platform call interactions.

Contact Center Features

Display original caller identification for transferred calls in call history

• Users can view comprehensive call transfer information when receiving calls transferred from Zoom Contact Center to Zoom Phone. When accessing the new call history interface, users can see the original caller ID in the Consumer field, while the From field displays the Zoom Contact Center information. The call history includes additional details such as the transfer initiator, contact center queue name, and agent information. The improved call history interface provides summary data for each transferred call. This feature requires users to have the latest Zoom Workplace app version. Enhanced call transfer visibility helps users better track and manage transferred calls from Zoom Contact Center. Note: For variables and sentiment data from ZCC, users must have the Power Pack license to see the data.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 14, 2025.

Device features

Support for Grandstream LDAP directory

• Account owners and admins can configure corporate directory access on Grandstream GRP261x series IP phones through LDAP integration. The phones support secure LDAP (LDAPS) connections and are compatible with GRP 261/2/3/4 and 7 series models. Users can search the corporate directory directly from their desk phones. When using hot desking, the system automatically clears recent calls to protect user privacy. The phones also support screen lock functionality, shared lines on Key Expansion Modules (KEMs), and external contact sharing. Additional supported capabilities include aimed call park, transfer to voicemail, companion mode, and call flip. This integration enables seamless access to organizational contacts and enhanced calling features on Grandstream devices.

Enhancements to Zoom PSI client for Mitel call forwarding settings

• The Zoom PSI client for Mitel has been updated with enhancements, including call forwarding capabilities and VDI support. This release also introduces support for presence state, coming from hardware devices assigned to PSI users, and resolving to a common presence state.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 14, 2025.

Disable USB storage functionality by default for Poly CCX and Trio C60 devices

• Account owners and admins receive strengthened security controls for their Poly CCX and Trio C60 devices through automatic USB storage restrictions. When devices are added to Zoom Phone, the system automatically disables the USB storage subclass while maintaining functionality for other USB purposes. This security measure prevents unauthorized users from exporting device configurations or performing direct firmware updates via USB drives. The enhancement applies to all Poly CCX models running in Open SIP mode and can be managed through provisioning templates. This security improvement helps organizations minimize risks associated with unauthorized device access on corporate networks.

Avaya PSI device support and call management

• Account owners and admins can implement advanced telephony features in Avaya environments, including call park/unpark buttons, normal and extended call pickup, and send all calls functionality. The system supports team button bridging for both normal and MADN configurations, along with visual voicemail integration. VDI capabilities are available for PSI implementations with Avaya and Mitel Aura 8.X systems. Contact management is enabled through PPM and LDAP integration, while presence features extend to non-Zoom users in Avaya and Mitel environments. This comprehensive feature set enables seamless integration between Zoom Phone and existing Avaya infrastructure, improving workflow efficiency and user experience.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 14, 2025.

Automatic emergency location updates via LLDP/CDP for Cisco phones

• Users can leverage LLDP/CDP support on Cisco MPP series phones to automatically detect and update emergency address locations when switch port changes are detected. The feature requires Cisco MPP phones running firmware version 12.0.4 or higher. When the phone detects a change in its network location through LLDP/CDP protocols, it communicates with the x-switch-port to update the emergency address information. This enhancement improves emergency response accuracy by ensuring location information stays current as phones are moved within the network.
  Note: When network switches are daisy-chained together, the location information may not be accurately reported.

Device management features

Remote reboot capabilities for Avaya devices

• Account owners and admins can remotely reboot Avaya J series phones through the web portal or API without requiring physical access to the devices. The feature maintains consistency with existing remote management capabilities available for other supported phone vendors. Admins can trigger device reboots for management purposes or to resolve performance issues. This capability streamlines phone management for organizations with geographically distributed deployments.

Integration features

Enhancements to Zendesk integration with transferred call ticket management

• Account owners and admins can enable a new configuration setting to prevent multiple Zendesk ticket creations for transferred calls. When enabled, the integration creates only one ticket for the entire call conversation, regardless of how many times the call is transferred between agents. The setting is disabled by default to maintain the existing behavior for current customers. Changes to this configuration take effect immediately through the Zendesk integration settings. This enhancement streamlines ticket management and reduces confusion by maintaining a single ticket per customer conversation.

Online Fax features

Select Online Fax file service

• Users can access files from third-party cloud providers using Zoom's file picker service, providing users with cloud file picking capabilities for improved document management. This feature streamlines fax operations while providing flexible delivery options and an enhanced user experience across desktop and mobile platforms.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 14, 2025.

SMS features

SMS delivery reporting and status visibility

• Account owners and admins can monitor the delivery status of their SMS messages across all supported countries for both direct line and team SMS communications. The system displays two status indicators: Sent when the message leaves the Zoom platform, and Delivered when successfully received by the recipient. Account owners and admins can access detailed SMS delivery metrics through the Account Management portal, including usage reports for Phone System and Contact Center. The reports include a new Delivery Status column that clearly indicates whether messages were successfully delivered or failed. This visibility helps organizations maintain effective SMS communications and track message delivery performance.

User features

Enhancements to videomail display and voicemail prioritization

• Zoom Phone users can view updated videomail interface elements, including a revised title, description, and information icon. The enhanced interface includes clearer labeling and contextual information accessed through a redesigned info icon. The improvements are available across the Zoom desktop and mobile platforms. These user interface refinements help users better understand and interact with the videomail feature while managing their voicemail messages.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 14, 2025.

Resolved issues

• Resolved an issue where users were able to receive messages when the campaign was still pending, giving the perception that the service is working; however, when trying to send a message, they received an error message. This issue has been resolved, and users are unable to receive inbound SMS messages when their campaign registration is pending. During the campaign registration process, both sending and receiving SMS capabilities are disabled to maintain service consistency. Users see a clear notification message explaining that their number needs to be tied to a 10DLC campaign before they can use SMS features. Once the campaign registration is complete, full SMS functionality becomes available.
• Resolved an issue where using the campaign number assignment API or CSV upload did not check for existing in-progress orders tied to a phone number, resulting in duplicate orders and subsequent errors. This issue has been fixed, and account owners and admins cannot reassign or remove phone numbers from a 10DLC campaign while prior orders are in progress. The system prevents processing of orders through both API and CSV upload methods when a number is associated with a pending order. Users receive clear error messages explaining why the operation cannot be completed.
• Resolved an issue affecting native SMS enablement where some carriers required a valid LOA to unlock SMS capabilities tied to their Net Number ID. This issue has been fixed, and the registration flow currently mandates LOA submission across all campaign assignment methods, including UI, API, and CSV upload.
• Resolved an issue where Zoom Phone and Zoom Contact Center admins previously experienced confusion during number porting, given the perception that SMS capabilities would also be ported when only voice services were included. This misunderstanding stemmed from unclear messaging on porting screens, including prompts that implied SMS porting was part of the process. To address this, clearer guidance has been implemented across all relevant touchpoints, clearly informing admins that SMS functionality is not automatically included when porting or acquiring numbers.
• Resolved an issue where a single assignment order previously included multiple phone numbers from different SMS providers, and the entire order would not function correctly if just one provider required a Letter of Authorization (LOA) due to number locking. To resolve this, the system splits orders based on the losing SMS provider, ensuring that numbers from providers without restrictions can proceed without delay, even if others are blocked.
• Resolved an issue where Zoom Phone customers in the US and Canada using 10DLC numbers were at risk of SMS delivery failures due to carrier-enforced rate limits based on campaign type. Most campaigns were defaulted to low or very low rate tiers. To address this, a new campaign setup process allows most customers to choose between high and low volume tiers, with clear warnings about rate limitations.
• Resolved an issue where account owners and administrators lacked clarity on delays in SMS provisioning, as Zoom communicated an expected completion time of one business day; however, due to dependencies on multiple external systems, provisioning could often take longer. To address this, Zoom has updated messaging to set more accurate expectations, informing users that the process typically takes 48 hours but may be delayed further due to external factors.
• Resolved an issue when moving a number from an active campaign to a new campaign, two back-to-back orders were created and could be processed out of sequence, leading to provisioning issues. This has been resolved by introducing logic to ensure the second order is processed only after the first order completes successfully.
• Resolved an issue where the Call Volume and Average Quality Score widget in the Quality of Service dashboard cut off the Y-axis label in the chart when the call volume reached 5 digits and the duration was more than 30 days.
• Resolved an issue where the Zoom Workplace Enterprise Plus license was removed when updating a user's calling plan via CSV import from Phone System Management > Users & Rooms > Import. If a user had a Zoom bundle with Zoom Phone (ZP) and a standalone ZP calling plan was added, the system would replace the bundle with the new plan. This issue has been fixed.
• Resolved an issue where admins could not restore soft-deleted users within the expected 30-day retention period in the user recovery process in the Users & Rooms tab on the Zoom web portal. Although recovery was attempted within the allowed timeframe, the users were not restored and had to be manually re-added. This issue has been resolved, and recovery functions correctly regardless of email case differences.
• Resolved an issue where deleted phone numbers were being removed from SMS campaigns. When a number was swapped, the old number was not properly unassigned from the campaign, causing a data mismatch. This has been fixed, and numbers are correctly unbound during swaps.
• Resolved an issue where phone numbers in the Quality of Service (QoS) call logs dashboard appeared anonymous while extension names remained visible. This happened because the account had a privacy setting that masks phone numbers after a certain time, but not item names. The behavior is expected and works as intended.