Update for Zoom Phone

New or enhanced feature

Admin features

Voicemail drop feature

• Account owners and admins can configure the voicemail drop policy through the admin portal for users with Power Pack licenses. This feature is disabled by default but can be enabled at the account level. The voicemail drop functionality allows users to automatically leave a pre-recorded message in a recipient's voicemail box without waiting on the line. The system is designed to prioritize the voicemail drop prompt above other audio notifications to ensure a seamless experience without prompt overlapping. Users without a Power Pack license will not have access to this feature, as it requires the premium license tier. This enhancement streamlines communication workflows and saves time when leaving standardized messages.

License availability monitoring for packages and add-ons

• Account owners and admins can set up email notifications when Zoom Phone license usage reaches specified thresholds. The system monitors license plans, triggering alerts based on the number of licenses assigned to the account. Admins can configure these thresholds through the Zoom web portal to track license consumption. This enhancement helps organizations proactively manage their Zoom Phone license inventory and plan for additional capacity.

Extension-to-extension calling between accounts

• Account owners and admins can enable extension-to-extension calling between linked accounts within their organization. To enable this feature, admins must specify an account code length and select at least two accounts that have Zoom Phone enabled. When enabled, the account code will be prefixed to extensions associated with each account, allowing users to dial between accounts using the format: [Account code] - [extension number]. The system will also include account codes for extensions from different LinkedOrg accounts in call logs, recordings, voicemails, APIs, and webhooks. Users can call, transfer, conference, and send SMS between accounts using extensions. Calls between linked organization accounts are considered internal. This feature streamlines communication across different accounts within the same organization, improving workflow efficiency.

Enhancements to call queue callbacks with improved messaging and caller ID options

• Account owners and admins can select auto receptionist numbers as caller ID options for callbacks. When a callback request reaches the front of the queue but no agents are available, callers receive an explanatory message before being transferred to overflow handling for the queue. Additionally, the system interrupts any wait music when offering the callback option to callers, preventing audio overlap, making it easier for callers.

Enhancements to allowed location for calls policy

• Account owners and administrators can configure location policy exemptions specifically for Bring Your Own PBX - Premises (BYOP-P) calling scenarios in Zoom Phone. The system enables administrators to treat certain external contacts as internal extensions by activating the toggle switch when adding external contacts to Zoom Phone. When the Allow internal calls/SMS when outside of allowed locations option is enabled for users, they can successfully communicate with these external contacts . The Allowed location for calls policy restrictions apply to external contacts that are not classified as internal extensions, as well as PSTN numbers. Remote users can continue to make and receive BYOP calls even when operating outside their office network. Meanwhile, the policy configuration for non-BYOP calls remains unchanged, enabling location compliance for standard PSTN usage. Through this enhancement, multinational organizations can effectively implement location-based call restrictions while maintaining seamless BYOP communication capabilities.

Default routing for unassigned phone numbers

• Account owners and admins can configure a default route for unassigned phone numbers at both the account and site levels. When configuring this feature, admins can select from three options: disconnect calls (default behavior), play a custom message before disconnecting, or forward calls to another extension type, including users, rooms, auto receptionists, call queues, or shared line groups. The feature includes call log enhancements with a dedicated toggle to filter and view calls to unassigned numbers, and reason codes that indicate when calls were handled by the unassigned number routing policy. This enhancement ensures calls to unused numbers are handled gracefully rather than resulting in confusing disconnections for callers. Previously, when a Zoom Phone user called a phone number on the account that was unassigned, the system sent the call out to the PSTN (native or BYOC). With this release, calls to unassigned numbers will no longer route to the PSTN—they will stay within the account and follow the configured unassigned number routing policy.

Call queue management on mobile devices

• Call queue admins can manage their call queues directly from mobile devices. The mobile interface allows account owners and admins to monitor real-time team member status and manage queue participation for specific members. In addition, admins can configure the number of waiting calls under Alerts & Notifications to receive mobile alerts when calls are overloaded and waiting for an agent to answer. This enables admins to take action quickly—such as adding more members to the queue—supporting more efficient queue management for field workers and healthcare managers while away from their desks. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Admin control for SMS hyperlinks

• Account owners and admins can disable hyperlinks in SMS messages across their organization to protect users from malicious phishing attempts. When enabled, this security feature removes clickable links from all SMS messages and displays a notification to users indicating that hyperlinks have been disabled by their administrator. The setting is available at the account level and is disabled by default. This enterprise-ready security measure helps prevent users from accidentally clicking on harmful links that could compromise company security.

AI Companion

Zoom Phone AI Companion enablement and adoption

• Account owners and admins can view detailed analytics about Zoom Phone (ZP) AI Companion feature enablement for individual users. The system tracks multiple AI-enabled functions, including voicemail prioritization, automatic call summaries, and interactive call assistance features. The report is currently under Feature entitlement and membership reports. It requires a Power Pack license to view granular insights into feature enablement status across different accounts and user groups, enabling better oversight of AI technology deployment within the organization.

Smart auto receptionist with AI-powered conversational routing and scheduling

• Account owners and admins can configure a new Smart IVR option within auto receptionist that leverages Zoom Virtual Agent (ZVA) capabilities. The Smart IVR enables natural language conversations with callers to understand their intent and route them to appropriate destinations. Admins can create new Smart IVR flows or choose existing AI studio agents, with routing configurations handled through Zoom Phone after intent recognition. The system automatically syncs variables and values between platforms, allowing admins to test configurations before publishing. The system supports appointment scheduling through SMS or phone calls, and can provide automated responses for business hours, locations, and frequently asked questions. The integration requires an AI Studio license and supports American English audio prompts while maintaining existing Zoom Phone policies for voicemail and data storage. This conversational solution streamlines call routing while providing enhanced self-service options for callers.

Privacy controls and audio prompts enhancement for Zoom Phone AI Companion

• When both Zoom Phone users are on the same call, a clear indicator shows which user has AI Companion enabled. Users can send requests to other participants to turn off AI Companion and delete conversation assets during a call. Users can also copy specific sections of call summaries individually, such as Key Points, Summary, and Next Steps under Call summary. These enhancements improve privacy controls and usability when using AI features during phone calls.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Create Zoom Docs with AI-generated call summaries

• Users who complete a phone call with AI Companion enabled can create a Zoom Doc containing their call summary after the call ends. After completing a call with AI Companion enabled, users have the option to manually create a Zoom Doc that includes an automatically generated call summary, next steps, and other sections based on selected templates. The document automatically includes the call summary and next steps generated by AI Companion, eliminating the need to manually summarize the conversation. The newly created document is titled "Call Summary with User" or "Call Summary with (Number)" for unknown contacts. A dedicated "My Calls" section appears in the Zoom Docs navigation bar, making it easy to locate all call-related documents in one place. This integration between Zoom Phone and Zoom Docs enhances productivity by preserving important call information in a structured, shareable format. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Analytics features

Push to talk activity log

• Account owners and admins can access a new Push to Talk tab under Logs (in Phone System Management ) to track user activity. The log provides comprehensive channel details, including participant lists, creation timestamps, and records of all user interactions within channels. Each entry shows user names, timestamps, activity types (push to talk or status change), and additional details such as call duration or connection status changes. The system also tracks the number of active users within each session for better usage analytics. Account owners and admins can also configure data retention settings for Push to Talk logs under the Company Info site settings. This logging feature helps organizations monitor Push to Talk communications and understand usage patterns for better resource management.

Generally available phone activity dashboard

• Users with Power Pack licenses can view expanded phone adoption metrics through a new Activity dashboard section in Usage & Adoption on the Zoom web portal that calculates active usage rates across multiple features. The system tracks the ratio of active users to total seats for calls, SMS, voicemail, and recording functions. The dashboard includes special role indicators and provides quarterly aggregate data of unique active users. These insights enable a better understanding of feature utilization and help optimize phone system deployment.
  Note: The User & Common Area usage reports have been moved to the Zoom Phone Dashboard, under Usage & Adoption in the Activity tab.

Generally available Call Queue analytics with improved real-time tracking and historical reporting

• The Call Queue analytics report is generally available to all users and Power Pack customers. Users can access enhanced call queue analytics through the Zoom Phone premium add-on. The real-time analytics feature displays queue member statuses, including Available and DND, while considering meeting and call status. Historical reports have been expanded to include agent views and flexible time period options spanning from weekly to annual reports, with 1 year data retention. Users with appropriate permissions can filter reports by specific agents and export data for further analysis. These comprehensive analytics tools with a new UI help businesses monitor call queue performance, optimize agent productivity, and enhance overall customer experience.

Enhanced call queue callback visibility in call history and analytics

• Account owners and admins can view call queue callback events and results in the new call history. The system tracks three main callback event types: PSTN incoming calls registered for callback, callback incoming calls to members, and callback outgoing calls to PSTN. Analytics reports have been updated to include callback metrics in the Call Queue Analytics dashboards, showing inbound call charts with callback results and detailed queue lists with callback data. The new call log displays callback events with specific results, including callback completed, timeout, abandoned, and overflowed. These enhancements provide comprehensive visibility into callback performance, helping organizations measure the effectiveness of their callback strategy and improve customer service.

Device features

Support for the Guardian device feature set for IP phones

• Account owners and admins can provision Guardian-SIP-based IP phone devices with specialized features through provision templates. These devices, which must be assigned to Common Areas rather than individual users, support automatic ring-down functionality that initiates calls to predefined numbers when the handset is lifted. The system also enables configuration of up to three telephone hotkeys, where pressing a specific number on the keypad will call a designated extension or external number. These features support specialized communication workflows such as dugout-to-replay room or dugout-to-bullpen connections, enabling immediate one-to-one or one-to-many communications. This configuration flexibility enhances operational efficiency in environments requiring dedicated communication paths without manual dialing.

Support for multiple shared line appearances

• Account owners and admins can configure multiple line appearances for shared lines, allowing users to handle at least two simultaneous calls on Shared Line Group and Shared Line Appearance lines. The additional line appearances can be programmed through the admin portal using the standard Keys & Positions tools. This feature extends the same functionality previously available for user lines to shared lines. By supporting multiple line appearances, users can more effectively manage concurrent calls and create workflows similar to legacy PBX systems.

Enhancements to Mitel OpenScape CPx10 series with expanded call management capabilities

• Account owners and admins can configure advanced telephony features on Mitel OpenScape CPx10 series devices. This feature set includes support for shared line appearance (SLA), shared line group (SLG), call park functionality with both aim call park and private call park options, and group call pickup. Additional capabilities include call monitoring, BMW functionality for SLG and SLA, privacy mode for shared lines, and call flip. Admins can also set a separate outbound caller ID for duplicated line appearances configured in the Keys & Positions table. These enhancements improve the versatility and functionality of Mitel OpenScape CPx10 devices, making them more effective for complex business communication needs.

Enhancements to Mitel 69xx series phone features

• Several additional features are available for Mitel 69xx series IP phones, including call park (both aim and private call park), which allow users to place calls on hold and retrieve them from any device, call flip, and group call pickup for answering colleagues' calls from different devices. Additionally, the shared line appearance (SLA) and shared line group (SLG) features enable phone lines to be shared across multiple devices. Admins can also set a separate outbound caller ID for duplicated line appearances configured in the Keys & Positions table.

Integration features

New Microsoft Dynamics integration experience

• A new version of Zoom Phone for Microsoft Dynamics is available, delivering improved features and a refreshed experience. Users must open the app and follow the updated configuration steps to get started. We recommend scheduling this upgrade during off-hours, as agents will need to sign back in to the softphone after the update. Learn more about the detailed overview of the latest updates and improvements.

Enhancements to Microsoft Dynamics integration with AI call summaries

• Agents using Zoom Phone integrated with Microsoft Dynamics can view AI-generated call summaries within their Activity records.

AI-powered call summary generation in HubSpot integration

• Agents using Zoom Phone integrated with HubSpot CRM can view AI-generated call summaries for all phone interactions through the HubSpot Activities interface. When Zoom Artificial Intelligence Call Summaries (AIC) is enabled, the system creates summaries for both customer and vendor calls, regardless of their recording status in Zoom Recording Assistant. The integration updates automatically through webhook events, ensuring agents always have access to the latest summary content. The solution maintains backward compatibility while extending summary functionality to previously unsupported call types. This comprehensive call documentation helps agents track conversation outcomes and key details without manual note-taking.

SMS features

SMS admin controls for inbound attachments, group messaging, and character limits

• Account owners and admins can manage key SMS security features to address compliance concerns in regulated industries. The new controls include the ability to block inbound attachments to prevent potential malware, disable group SMS functionality at the organization, site, or group level, and set custom character limits for messages. Users will see the maximum allowed character count while composing messages, and receive appropriate notifications when attempting actions restricted by policy. Recipients of group messages cannot respond to the group when this feature is disabled by administrators. These enhanced controls position Zoom Phone as a strong option for compliant SMS messaging, particularly in the financial services sector.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Enhancements to SMS campaign upgrades with automated number migration

• Account owners and admins can upgrade their existing low-rate SMS campaigns to high-rate campaigns through a streamlined migration process. During the migration, the system handles campaign creation, approval workflows, and capacity increase requests automatically. The system automatically creates a new high-rate campaign with identical information and manages the approval process. For campaigns approved for more than 49 numbers, the system initiates a capacity increase request. Admins receive notifications about migration dates, potential SMS service interruptions during the cutover, and completion status. Admins are prompted to complete a letter of authorization (LOA) for phone numbers when required. The process includes coordinated number removal from the old campaign and addition to the new campaign. The migration process includes a $10 pass-through charge and occurs over a 7-day period. This automated migration flow reduces manual effort and simplifies the upgrade process for better SMS campaign management.

User features

Temporary voicemail greetings via IVR

• Users can set up temporary voicemail greetings directly from any phone by dialing *86 to access the Interactive Voice Response (IVR) system. When setting a temporary greeting, users can record their message, review it, and re-record if needed. Users can also specify the number of days (between 1 and 30) the greeting will remain active before automatically returning to their standard greeting. The temporary greeting takes precedence over all other greeting types, including business hours, closed hours, break hours, and holiday hours. Users can also cancel an active temporary greeting before its scheduled end date. After the temporary greeting expires, the system automatically restores previous greeting settings. This enhancement provides traditional desk phone users a familiar way to manage their voicemail settings without requiring access to the web portal.

Mute incoming calls without sending to voicemail

• Users can silence incoming call ringers on all their devices simultaneously without sending the caller to voicemail. The feature allows reusing the existing silence notification button with an added option to select whether silencing applies to the current device only or all devices. This functionality works with calls from regular sources and call queues, with existing Skip and Accept behaviors remaining unchanged. The silencing option extends to certified desk phones when activated from the Zoom Workplace app. This enhancement is particularly valuable for legal professionals and high-profile users who need to discreetly manage incoming calls without giving callers the impression they've been sent directly to voicemail.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Customizable navigation bar

• Users can customize their navigation bar in the Zoom Workplace app to show or hide items based on their needs. With this enhancement, the SMS tab can appear as a standalone item alongside Phone, Meetings, and Team Chat tabs instead of being nested under the Phone tab. Users can also rearrange the location of tabs on the navigation bar. The SMS tab displays a notification badge that updates in real-time, showing the same count it displayed when located under the phone tab. This customization provides a more flexible Zoom experience that can be tailored to specific workflow needs.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025.

Resolved issues

• Resolved an issue where MMS did not send due to connection timeout errors.
• Resolved an issue where users received an error when trying to update route groups.
• Resolved an issue where the Description (Bypass Customer Data Detection Automations) field would be lost when changing the issue type. This field contained details about a customer-reported problem in Phone System Management, where exporting data sometimes resulted in duplicate records between the first and second pages, leading to CSV exports with duplicated entries.
• Resolved an issue in Phone Numbers where the status filter did not work for numbers marked as Pending or Normal. This issue primarily affected numbers added as project ports by the porting team, preventing accurate filtering.
• Resolved an issue where holidays were incorrectly tagged as Ended, even when the selected date was in the future. This occurred only when accessing external accounts through Account Management > External Account Management, due to inconsistent timezone handling between the frontend (browser local timezone) and backend (user profile timezone). The fix ensures the Ended tag aligns with the browser's local timezone, making it consistent with holiday save behavior and preventing false Ended statuses.
• Resolved an issue that caused UK phone number purchases to fail even when a customer's address had been successfully validated. The error occurred when the number field exceeded 10 characters. A validation check has been added to ensure proper handling of UK addresses, preventing purchase failures.
• Resolved an issue where the Zoom Assistant for Zoom Phone did not pop up when receiving an incoming call, preventing the user from answering the call