Update for Zoom Phone

New or enhanced feature

Admin features

Mandatory voicemail preamble and postamble enforcement

• Account owners and admins can configure mandatory voicemail preamble and postamble messages that play before and after personal voicemail greetings across all extension types, including users, auto receptionists, call queues, shared line groups, and common areas. The preamble plays before the user's personal greeting, while the postamble plays after the personal greeting but before the caller leaves a message. These mandatory messages are non-editable by end users and can be configured at the account, site, group, or extension level through policy settings. Admins can enable either preamble, postamble, or both options independently based on their organization's needs. This feature ensures consistent compliance messaging and legal disclaimers are delivered to all callers regardless of personalized voicemail settings.
  Note: By default, this policy is available but not enabled. Admins must manually enable the policy and upload or select the appropriate audio files before the preamble or postamble messages will play. This feature must be enabled by Zoom.

Enhanced location service flexibility for Zoom Phone India

• Account owners and admins can enable Zoom Phone India (ZPI) for users without mandating access for GPS location services. The platform collects location data from GPS services when available and enabled, and automatically falls back to IP address-based location determination when GPS is disabled or unavailable. For international roaming users, geo-fencing rules apply based on GPS location when accessible, otherwise defaulting to IP address location. This enhancement removes activation barriers for organizations with policies that prohibit location services on employee devices.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 17, 2025.

Enhanced emergency location tracking with IPv6 and GPS coordinates

• Account owners and admins can configure emergency service locations using IPv6 addresses and direct GPS coordinates, providing comprehensive location options for modern network environments. The system supports full IPv6 address entry with standard formatting rules, including leading zero omission and double colon notation, while maintaining IPv4 address precedence for optimal compatibility. Users can confirm or add personal emergency addresses when IPv6 networks are detected, ensuring location accuracy across diverse network configurations. Admins can enter latitude and longitude coordinates instead of traditional street addresses, which are automatically transmitted when location entities match specific subnets or network identifiers. This expanded location capability improves emergency response accuracy for organizations using advanced networking technologies and precise geographic positioning.

Comprehensive virtual agent routing across call handling scenarios

• Account owners and admins can route calls to virtual agents from any extension or call handling scenario within Zoom Phone, including IVR menu options, call queue overflow, and shared line group forwarding. The virtual agent feature allows direct creation and configuration without requiring initial setup under Auto Receptionist, supporting customizable hours and optional number assignments. Virtual agents can be selected as routing destinations across all major call handling features, providing a unified AI-powered solution for managing call flows. This comprehensive integration enables consistent virtual agent availability throughout the organization's call management infrastructure.

Call log retention with enhanced admin visibility

• Account owners and admins can monitor call log retention and deletion timelines to align their practices with regulatory requirements in countries where Zoom provides Zoom Phone native service. Call logs from these countries can be retained for up to 2 years to meet in-country compliance obligations, while BYOC and PEX phone numbers are excluded from this policy. In Phone System Management, the Auto Delete column displays the country-specific retention period for each call log, with tooltips and notifications explaining the regulatory requirements. Admins can also view a timer showing when each call log will be deleted, calculated from the original call log creation date. This enhancement helps customers comply with applicable regulations while using Zoom Phone and provides admins with clear visibility into retention policies and deletion schedules.

Analytics features

Comprehensive mobile alerts for call queue management

• Zoom Phone has enhanced Call Queue (CQ) management on the Zoom Workplace mobile app to provide admins and CQ members with greater visibility into call queue performance and activity. In addition to the existing alert for the number of waiting calls, users can receive more detailed CQ alerts and notifications, including inbound abandoned calls, inbound average call waiting time, inbound calls forwarded to voicemail, and inbound overflowed calls. These expanded alerts help users stay informed and responsive to real-time call conditions directly from their mobile devices.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 17, 2025.

Comprehensive identifiable data exclusion across dashboard and reporting

• Account owners and admins can maintain consistent data privacy standards across all Zoom Phone dashboard and reporting features when account-level exclusion policies are active. The system automatically excludes DID numbers and extension information from multiple Quality of Service (QoS) dashboard sections, including bad quality call listings, past and active call details, and extension volume reports. SBC dashboard details and all subscription email attachments containing call logs and Quality of Service data are also protected from displaying identifiable information.

Device features

Improved firmware rule management with deprecation alerts

• Account owners and admins receive proactive notifications and visual indicators when firmware rules require attention due to deprecation schedules. The web portal displays a warning banner when any configured firmware rules are scheduled for deprecation, advising admins to update rules before devices automatically update. Individual firmware rules show red alert icons with detailed hover text explaining deprecation timelines and potential automatic updates. The status system categorizes firmware into Available for new configurations, Deprecation for existing rules needing updates, and Unavailable for rules that cannot be newly configured. These improvements ensure admins maintain current firmware versions that include important security updates and feature compatibility. Note: Previous outdated firmware versions are being removed with this release. The complete list can be found in Enhanced firmware rule management.

Device management features

Enhancements to hardware IP phone support in Saudi Arabia

• Account owners and admins can provision a broader range of certified IP phone hardware devices in the Saudi Arabia (SA01) data center. All devices must support SHA256 certificates, 2048 RSA key encryption length, and require security updates before provisioning. The expanded hardware support enables customers to retain their existing phone investments while migrating to Zoom Phone.

General features

Professional audio library integration for call screening greetings

• Admins and users can replace standard call screening messages with professional, customized greetings from their audio library to create a more polished caller experience. Users have access to the same greeting customization options available in call handling features, including personal library assets and the ability to upload new audio files when permitted by account policies. Admins can manage call screening greetings through a new dedicated category in the asset library, ensuring consistency across their organization's phone system. The system maintains the requirement that all custom greetings include clear "press 1" instructions for caller navigation. This professional customization capability helps increase call screening adoption by addressing concerns about unprofessional default messaging.

Host features

Multi-party conference continuity for IP phone hosts

• Users who host multi-party conferences (MPC) from IP phones can benefit from the same conference continuity options available to other device users. Previously, the account-level setting to allow conferences to continue after the host leaves only worked when the MPC was established using Zoom Phone in the Zoom Workplace desktop or mobile app. With this enhancement, when the setting End conference call once the call originator drops is disabled at the account level, IP phone hosts can exit the conference while allowing other participants to continue their discussion uninterrupted. This feature is particularly valuable for user workflows where conferences are often initiated from IP phones, eliminating the need to establish delegate relationships for conference management. 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 November 17, 2025.

Integration features

Enhancement to contact navigation in HubSpot integration

• Users can access full HubSpot contact details through an enhanced contact card interface in the Zoom Phone integration. The contact card appears when users click the contact header after phone calls or SMS interactions, providing quick access to additional contact options. When selecting View in HubSpot, users can view complete contact records, including call logs, messages, and related activities in a new browser tab. This seamless integration between Zoom Phone and HubSpot enables users to maintain context and access comprehensive contact information without disrupting their communication workflow.

Enhanced contact creation with screen pop functionality for Customer Relationship Management (CRM) integrations

• Account owners and admins can enable real-time contact creation for Zoom Phone calls integrated with HubSpot, Microsoft Dynamics, and Zendesk. The feature provides a dropdown menu with three options: auto-create Customer Relationship Management (CRM) contacts after calls end, auto-create CRM contacts on answer with screen pop, or disable contact creation entirely. When agents answer calls from numbers not found in the CRM and the screen pop option is enabled, an editable contact form automatically appears with the caller's phone number prefilled. Agents can then add remaining details like name and company information while speaking with the caller and save the contact immediately. This streamlined approach allows organizations to build comprehensive contact databases while maintaining seamless call workflows.

Configurable autosave and logging controls for Bullhorn CRM integration

• Zoom Phone admins can customize call and SMS logging behaviors within Bullhorn CRM to match their organization's workflow requirements. Available configuration options include customizing call log fields, auto saving call logs and SMS messages, logging queue calls against the member who answered, controlling save button display during auto save, enabling additional SMS data logging, and making Contact/Lead fields editable. Admins can also choose to ignore internal calls from being logged automatically. All autosave features are enabled by default, allowing admins to selectively disable options that don't align with their needs. This capability bridges the functionality gap between Bullhorn and Salesforce integrations, providing consistent logging flexibility across CRM platforms.

Automated call logging and prospect creation for Outreach

• Admins can enable intelligent prospect matching that automatically links inbound and outbound Zoom Phone calls to corresponding Outreach prospects based on phone numbers. The system provides configurable options for handling multiple prospect matches through a softphone chooser interface and automatically creates new prospects when no existing match is found. All call scenarios, including answered, missed, voicemail, inbound, and outbound calls, follow the same matching logic with detailed logging for support identification. When calls originate from prospect records, the system ensures direct linking to maintain accurate relationship tracking. This functionality reduces manual data entry and improves CRM accuracy for sales representatives.

Automated call linking and prospect creation for Outreach integration

• Account owners and admins can configure automatic prospect matching and call logging for the Zoom Phone and Outreach integration. The feature includes settings to enable multiple prospect selection interfaces and automatic prospect creation when no matches are found. When a unique prospect match occurs, calls automatically link to that prospect, while multiple matches display a selection interface for representatives to choose the correct prospect. Calls dialed directly from prospect records always link to the associated contact, and comprehensive logging captures all matching decisions and API interactions for troubleshooting. This enhancement eliminates manual call logging tasks and ensures accurate prospect relationship tracking.

Auto-create contact on answer for inbound calls in HubSpot

• Account owners and admins can configure Zoom Phone to automatically create a new contact in HubSpot when an agent answers an inbound call from an unknown number. When enabled, a New Contact screen with the caller's phone number pre-filled will pop up, allowing agents to capture customer information during the conversation. Admins can choose between creating contacts after the call ends, on answer with screen pop, or disabling auto-creation entirely through the Zoom Phone for HubSpot configuration settings. For future calls from the same number, the system will automatically display the existing contact record instead. This enhancement helps agents capture customer information in real-time, improving data accuracy and call handling efficiency.

Number Management features

Thailand service availability for Zoom Phone

• Account owners and admins can provision Zoom Phone services in Thailand with full PSTN replacement capabilities for Zoom Phone and Contact Center. The expansion includes toll number selection through the admin web portal and requires business address information collection during number activation. New number requests must be submitted via support tickets rather than automated provisioning. Porting numbers to or from other providers isn’t supported. Only migrating numbers from NT to Zoom is available, and customers won’t need to start any porting requests in the admin portal. This expansion strengthens Zoom Phone's presence in the APAC region by serving multinational companies and local enterprises in a key market.

PCI compliance support for additional countries

• Account owners and admins can configure secure payment card processing capabilities for phone numbers across multiple new regions, including Australia and New Zealand, for Zoom Contact Center and Zoom Phone, while also adding PCI Pal for Zoom Phone's European countries. Admins can enable PCI compliance during number acquisition or porting processes, with the system routing compliant numbers through dedicated routes instead of standard call processing infrastructure. This expansion enables businesses to securely collect credit card information over phone calls while maintaining strict data security standards across global markets.

Expanded geographic coverage with virtual phone numbers

• Users can obtain virtual service numbers in three new countries: Vietnam, Brazil, and Uganda, to expand their business reach into emerging markets. Account owners and admins can order these numbers through the Zoom web portal and assign them to call queues or meeting bridges. The service requires country-specific documentation, including business registration, utility bills, and address verification, with additional forms required for Vietnam and Uganda. Virtual numbers are clearly distinguished from full PSTN numbers in the interface.

Enhanced billing report for Global Number SKU

• Account owners and admins can generate comprehensive billing reports that detail which numbers were charged under the Global Zoom Phone Number SKU during each billing cycle. The export feature provides a complete overview, including phone numbers, countries, product allocations, number types, charges, billing cycle periods, and purchase dates in a single CSV download. Account owners and admins can access the complete list for all countries through a single export button on the reports page without country-specific limitations or configuration requirements.

SMS features

Redact personal data for SMS

• Account owners and admins can extend personal information redaction capabilities to outbound SMS messages by selecting the Redact personal and sensitive data option under SMS/MMS settings. The feature applies the same PII group policy rules used for inbound messages to outbound communications across the Zoom Workplace desktop app and mobile platforms. Users sending messages containing sensitive information will have their content automatically redacted before transmission, with the redacted view maintained consistently in both the sender's inbox and system logs. This comprehensive redaction system enables financial services organizations' compliance with applicable requirements for SMS communications.

Mandatory 2FA verification notifications for public profit brands

• Account owners and admins with public profit 10DLC brands in unverified status can receive prominent notification banners across multiple interfaces, including the admin web portal, alerting them to complete mandatory 2FA email verification. The notification system displays targeted messages only to administrators, keeping regular users unaffected while ensuring compliance visibility. Admins can manage the verification process directly through the Zoom web portal by updating contact email addresses and requesting new verification emails when needed, with built-in rate limiting. This reusable banner framework supports future administrative notifications and ensures continued SMS service availability for large enterprise accounts.

Global consent management for SMS messaging

• Account owners and admins can create and manage SMS compliance policies for non-10DLC numbers, including toll-free and mobile numbers. Each policy allows customization of opt-in messages, opt-out messages, and disclaimers up to 500 characters. Admins can assign multiple phone numbers to policies individually or in bulk through CSV upload. The system automatically manages opt-in and opt-out status tracking, with configurable keywords for user responses. When enabled, the feature ensures proper consent management by sending appropriate messages to recipients based on their opt-in status. The policies support activation controls, custom keywords, and disclaimer messages that can be enabled or disabled as needed. Admins can manage phone number assignments through the Number Management interface, with support for both individual and bulk assignments. The system tracks consent status in SMS logs and prevents messaging to opted-out numbers until they opt back in. US/CA 10-digit long code numbers continue to use existing 10DLC campaign registration flows and cannot be assigned to these new compliance policies. This enhancement enables financial service customers to use SMS messaging in compliance with regulatory requirements.

User features

Voicemail and call handling settings management

• Users can manage their call handling settings and voicemail greetings directly within the Zoom Phone client without accessing the web portal. The feature allows users to set call handling hours and configure settings for when calls are busy or not answered during business and closed hours. Users can record, upload, or use text-to-speech for voicemail greetings, with separate configurations available for different call scenarios. This feature focuses specifically on personal voicemail boxes and excludes shared extensions, holiday hours, and shared voicemail access. This enhancement streamlines the voicemail setup process by providing a centralized location for personal voicemail management within the primary application interface.

Changed feature

Admin features

China SIP zone compliance for native toll numbers

• Account owners or admins with native Chinese toll numbers must register their sites under the HKG1 or HKG2 SIP zones. The system enforces compliance by restricting the assignment of Chinese native toll numbers to sites registered under other SIP zones and displaying warnings when administrators attempt prohibited configurations. For existing customers, admins will automatically receive notifications if Chinese numbers are detected in incorrect SIP zones, along with guidance on how to create properly registered sites or reassign users as needed. Starting January 26, 2026, the system will automatically correct any remaining misregistered numbers. This enforcement helps prevent routing or configuration issues across SIP zones.

Bug fixes

• Resolved an issue in the Call Queue analytics' Members report where the assigned call queue displayed in the table was intermittently inaccurate. In some cases, members were shown as belonging to the wrong call queue. The discrepancy was caused by a frontend rendering issue when displaying the call queue list. This has been corrected to make sure the assigned call queue shown in the analytics report consistently matches backend data.
• Fixed an issue where Zoom Phone admins were unable to access the Phone Numbers tab under Number Management, resulting in a 401 error. The problem occurred when a deleted or expired Zoom Contact Center (ZCC) account still retained associated phone numbers. This prevented the Phone Numbers page from loading properly. The cleanup process has been updated to remove all ZCC phone numbers when a ZCC account is deleted, ensuring consistent data synchronization and preventing access errors in the admin portal.
• Resolved an issue where users with custom roles encountered an error message when updating a call queue's Max Wait Time setting. Although the update was successfully applied, the error appeared due to a missing permission dependency related to the new callback feature. The permission control has been corrected, so users can modify the Max Wait Time setting.
• Resolved an issue where user time zones were not syncing correctly between the users' profile and Zoom Phone (ZP) profile. The problem caused discrepancies in business hours settings and occurred when users were created simultaneously via SSO in both the meeting and PBX web. This issue has been resolved to ensure the correct time zone is consistently displayed and updated across both profiles.
• Resolved an issue where some calls did not display Quality of Service (QoS) information in the webhook app. The problem occurred when certain call IDs failed to return associated QoS data, resulting in incomplete call records in the app's call summary view. The frontend handling has been updated to correctly retrieve and display QoS information for all valid call IDs, ensuring consistent and accurate reporting across calls.
• Resolved an issue where the LOA pop-up form displayed incorrect verbiage about the number type. When customers added a Zoom native number, the form incorrectly referred to it as an "external number," a label intended only for BYOC numbers. The issue occurred because the same template was being reused across all number types. This issue has been resolved and updated to replace "External numbers" with "Numbers," ensuring the correct terminology appears based on the number type.
• Resolved an issue where notifications for SMS messages were being doubled in the badge icon on the Windows taskbar
• Resolved an issue for a subset of users whose emergency addresses for Zoom Phone were not updating properly
• Resolved an issue in which the iOS app displayed different emojis than the ones actually enabled for use
• Resolved an issue where users were still receiving images via SMS when the Allow receiving attachments setting was disabled by admin
• Resolved an issue with not being able to select multiple custom share line appearance ringtones in the Zoom app
• Resolved access and sign-in issues with the Freshdesk integration where admins tried adding a specific domain in the Approved domain screen. This issue has been fixed, and admins will no longer encounter "Unable to Sign In" errors when the appropriate domains are properly configured.