Update for Zoom Phone

New or enhanced feature

Admin features

Manage emergency address and device-specific emergency calling

• Account owners and admins can customize emergency calling permissions at a device level through administrative controls. The feature introduces granular settings that allow emergency calls to be disabled on mobile, desktop, and web clients while maintaining emergency calling functionality on desk phones. They can configure this setting through a sub-option under the Allow Emergency Calls control. For desk phone emergency addresses, admins can either maintain dynamic address updates through Network Emergency Service (NES) and user default settings, or assign a fixed emergency address that overrides other location settings. Admins can also hardcode emergency addresses for desk phones, choosing between the following user/site settings or assigning a specific emergency address. API support is available for managing these emergency calling settings. These enhancements help organizations maintain compliance with their emergency calling policies while ensuring appropriate emergency access on designated devices.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 18, 2025.

Analytics features

Enhancements to voicemail log with status tracking and CSV export capabilities

• Account owners and admins can view the status of voicemails in the voicemail log page. The status indicates whether voicemails were successfully generated or failed due to generation or upload issues. Admins can export voicemail lists to CSV files containing comprehensive details, including sender, recipient, owner information, type, time, site, auto-delete settings, and status. This new export function enables downloading this data for analysis. This enhancement helps enterprise customers track voicemail success rates and assess their business performance.

Analytics and dashboard data retention

• Account owners and admins can view different retention periods across various reporting features, including 24-hour retention for real-time call queue analytics, one-year retention for historical reports, and six months for dashboard metrics. This structured approach to data retention helps optimize system performance while providing flexible storage options for different business requirements.

Device features

Support for AudioCodes MediaPack devices

• Account owners and admins can leverage expanded device compatibility with the addition of AudioCodes MediaPack MP516, MP524, and MP532 analog telephone adapters. The provisioning system supports both assisted and automated deployment methods, allowing for streamlined device setup and configuration. Admins can manage device settings, monitor performance, and apply updates through the centralized admin portal. These new MediaPack models maintain compatibility with existing provisioning workflows, ensuring consistent management across the AudioCodes device family. This expanded support provides organizations with more options for integrating analog devices into their Zoom Phone infrastructure.

Support for additional Push to Talk devices

• Users can utilize Push to Talk functionality on Zebra, Grandstream WP856, Samsung Galaxy XCover6 Pro, and Kyocera E7110t devices. The feature maps dedicated hardware buttons on these devices to activate the Push to Talk function. Users can access Push to Talk channels through these physical buttons, just as they can with other supported devices. This expansion of hardware support provides more device options for organizations implementing push-to-talk solutions.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 18, 2025.

Enhancements to Poly Edge-E phone provisioning for dual proxy support

• The system automatically incorporates additional provisioning parameters into the root configuration of Poly Edge-E devices when they are configured to operate simultaneously in environments that utilize both Zoom Phone Local Survivability (ZPLS) and multi-party calls (MPC). This enhancement ensures the reliable operation of multi-party conference calls during failover conditions.

Enhancements to phone security with DTMF code restriction

• A new control has been implemented to prevent users from executing unassignments from phones through the *90 DTMF code. This feature effectively prevents unauthorized phone unassignments in public environments.

Delegate call participation on Poly Edge E shared lines

• Delegators and delegates who share lines using Poly Edge E devices have enhanced options for managing active calls on these shared lines. When either party initiates a call on the shared line, the other party can join the conversation by performing a long press on the line key and selecting the Join soft-key. Furthermore, when either the delegator or delegate establishes a multi-party call on the shared line, the other party can either view all current conference participants before joining or directly join the conference call by selecting the appropriate soft key after a long press on the line key.

Device management features

Yealink CP965 firmware management and security with mandatory V87 firmware upgrade

• Starting in August 2025, Yealink CP965 devices will receive new V87 firmware in a phased rollout. Once upgraded, these devices cannot be downgraded. 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. The system implements strict version control to maintain compatibility, preventing downgrades after upgrading to V87 to address security concerns.

General features

Updates to industry prefix handling

• Users can access an expanded list of industry prefixes for multiple European countries, including Germany, Austria, Switzerland, France, and Belgium. The system handles country-specific billing periods, costs, and calling conditions based on regulatory requirements. The prefixes are configured according to each country's numbering plan and regulatory standards. Previously limited to the UK and Ireland, this update ensures proper treatment and charging of calls to these destinations. This enhancement enables accurate charging and regulatory compliance for calls to various European destinations, strengthening Zoom Phone's service delivery in these markets.

Anti-fraud protection with warning system and account validation

• Admins and users will receive email notifications when their account is suspended for violating Zoom's Acceptable Use Policy. Admins will also receive instructions on how to appeal suspensions to restore service. This multi-step validation process helps maintain service integrity while providing legitimate users a path to restore their access.

Integration features

Enhancements to Salesforce custom workflow integration with call variable passing

• Account owners and admins can integrate Zoom Phone call data into custom Salesforce objects and flows instead of using the native Task object. The configuration settings allow admins to specify which Flow or Visualforce page should launch for incoming and outgoing calls through a dropdown interface. When calls are initiated, the system automatically passes Phone and CallId variables to the selected Flow or Visualforce page. Admins can create custom logging logic to update objects, track call activity, and maintain references to the Zoom Call Log through the unique CallId. The settings appear in a dedicated section within the Salesforce configuration interface. This enhancement provides enterprise customers with flexible options for handling call data within their Salesforce environment.

Custom call logging for Salesforce integration

• Account owners and admins can enable a simplified Zoom Phone widget interface in Salesforce that removes the Notes section and displays only call control features. The widget dynamically updates to show call status indicators and maintains a compact size for better screen space utilization. Admins can configure separate custom flows or Visualforce pages for handling incoming and outgoing call logging, with automatic Task creation being optional. The integration passes essential call data including the phone number and unique Zoom Phone Call ID to Salesforce, enabling organizations to implement their own call logging logic through custom objects and validation rules. This enhancement provides organizations greater flexibility in managing call activities while maintaining compliance with their Salesforce environment's specific requirements.

Number Management features

Enhancements to mobile number management with provider exchange

• Account owners and admins can procure and manage mobile phone numbers through provider exchange mobile partners in multiple countries, including the UK, France, Singapore, Australia, Hong Kong, and the USA. These mobile numbers support both voice and SMS capabilities without requiring additional compliance measures like 10DLC. The solution supports full-featured SMS capabilities, including domestic and international SMS, MMS, and group messaging of up to 10 recipients. The service includes comprehensive features such as voicemail storage, emergency address management, and CNAM settings. Messages are automatically logged and stored for retrieval, while billing is handled directly between the provider exchange partner and customer. This integration enables financial services organizations to maintain regulatory compliance while allowing employees to keep their existing mobile numbers.

Call authentication integration with TransUnion

• Account owners and admins can enable TransUnion's Call Authentication integration through Number Management. This integration allows Zoom to support enhanced branded calling and spoof call protection capabilities for enabled phone numbers. Branded calling adds logos and call reasons to outbound calls to increase call answer rates by providing recipients with more informative caller ID information. Spoof call protection will prevent calls spoofing an account's numbers from reaching customers. These services will require that customers have a commercial relationship with TransUnion and must first enable the phone numbers in TransUnion's portal to function. To support these services, whenever an outbound PSTN call is made from an enabled number, Zoom Phone automatically notifies TransUnion of that call. Users making calls from enabled numbers see a visual notification indicating that calls from that number are enrolled in Call Authentication.

Online Fax features

Dedicated number for faxing

• Account owners and admins can designate specific phone numbers exclusively for faxing purposes through the Online Fax service. When selecting numbers in Number Management, admins are shown which numbers are fax-capable and which are not. The system performs several automatic checks before allowing a number to be assigned for faxing:

1. Phone number capability check: Verifies that the number is fax-enabled (default for most countries except India and Japan).
2. Policy check: Confirms that the Online Fax policy is enabled.
3. Billing check: Confirms that the destination number’s country is enabled under billing.

SMS features

SMS provider conflict prevention for phone numbers

• Account owners and admins can verify SMS provider associations before enabling SMS capabilities on Zoom Phone numbers. When adding numbers to campaigns, the system automatically detects if a number is currently using a third-party SMS provider. The validation process includes clear warning notifications that highlight potential conflicts with existing SMS services. This preventive measure ensures that customers who use different SMS providers for their Zoom Phone numbers can maintain their preferred SMS routing configuration without disruption.

SMS campaign opt-out management

• Account owners and admins can prevent SMS messages from being sent to numbers that have opted out at the campaign level. When a recipient sends a STOP message, admins can view these opt-out occurrences in the SMS logs, including whether the opt-out applies to just the sender or the entire campaign. The feature includes an option to extend the opt-out across all campaigns on the account when multiple campaigns exist. The system allows admins to configure opt-out settings through the web portal, where they can choose to block messages from all numbers assigned to a specific campaign. This enhancement helps organizations maintain compliance with SMS regulations and ensures better management of recipient preferences.

Enhancements to SMS porting with mandatory Letter of Authorization validation

• Users are required to provide a Letter of Authorization (LOA) during the SMS registration flow for native number porting. The LOA requirement applies to all campaign assignment methods, including user interface, API, and CSV file uploads. This mandatory document collection ensures successful SMS porting across carriers that have locked SMS capabilities to their Net Number ID. The LOA validation process supports all number sources and is integrated into the standard registration workflow. The LOA verification process helps prevent porting failures and enables seamless SMS functionality for Zoom Phone numbers.

Brand vetting for increased messaging throughput

• Account owners and admins can request higher messaging throughput for their enterprise customers through enhanced brand vetting on the Campaign registry portal. The Zoom admin portal displays default throughput limits available from each carrier and informs admins about the option to increase these limits through additional vetting. Both new and existing customers with approved brands and campaigns can undergo the vetting process to increase their throughput capacity. After completing the standard vetting and paying the associated fee, admins can review their brand score and corresponding throughput improvements. This enhancement helps enterprise customers optimize their messaging capabilities while maintaining compliance with carrier requirements.

User features

Shared device management with role-based profile selection

• Account owners and admins can enable role-based profiles for frontline workers using shared devices. Admins can configure common area profiles per site, with each profile representing specific job roles, such as bakery, produce, or flooring departments, using the Department field. The profiles can be equipped with different features and licenses, including calling plans, push-to-talk, and call queues. Users can quickly select their assigned job department from available options on the shared device without requiring personal login credentials. The solution leverages and builds upon the common area profiles for smartphone features.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 18, 2025.

Changed feature

Admin features

Manage billable hours tracking with multi-level administrative controls

• Account owners and admins can control billable hours tracking settings for Zoom Phone and Meetings at the account, site, group, and user levels through a hierarchical management system. The feature includes a locking mechanism that prevents users from modifying settings when locked by admins. Admins can configure these settings under Account Management for account-level changes or through User Management for group and user-level modifications. Users can view and manage billing details through an enhanced interface with simplified wording and improved client code entry. The feature supports comprehensive tracking across Zoom desktop and mobile devices, Zoom Phone Appliances, web-based clients, and desk phones. Contact-specific client codes can be entered without requiring immediate saves, and billing details are accessible through call history. The hierarchical control structure enables enterprise customers to manage billable hour tracking more effectively across their organization.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 18, 2025.

User features

Display caller ID for redirected calls and device integration

• Caller ID display for redirected calls has been enhanced to provide users with clearer visibility into call origins and routing paths. The system displays the original caller ID, along with relevant routing details, such as who initiated the transfer, who forwarded the call, or which call queue or shared line the call originated from. With this improvement, the site-level policy Set caller ID viewing preferences for redirected calls is being deprecated, as the updated experience consistently displays both caller ID and redirection details. This feature will be rolled out to accounts over time and will be enabled by default for accounts with fewer than 10 users. Users must upgrade to the latest Zoom client to benefit from these enhancements. This feature must be enabled by Zoom.

Bug fixes

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Open problems

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Important notes

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