Update for Zoom Phone

New or enhanced feature

Analytics features

Expanded site administrative reporting with Call Log and Auto Receptionist data

• Site admins can access expanded reporting capabilities through two subscription options in the subscription center. The Call Log report delivers detailed call information, including caller and recipient details, operator assignments, call timing, wait times, and recording status. The Auto Receptionist historical report provides performance analytics showing call distribution patterns across internal, external, inbound, and outbound categories, with separate tracking for business hours and after-hours activity. Site admins can only select reports for sites under their management, enabling appropriate access control. These reporting enhancements enable better oversight of site-level communication patterns and Auto Receptionist effectiveness.

Device features

Remote call merging capabilities for Poly Edge-E IP phones via desktop app

• Users can merge multiple call legs into a single multi-party call when using remote control for their assigned Poly Edge-E IP phones through the Zoom Workplace desktop app. When two individual calls have been established, users can select the Call Merge button to combine them into one conference call. The roster of participants in the multi-party call displays directly in the desktop app interface, allowing users to monitor all connected parties. This enhancement eliminates the need to manually perform the join function on the physical IP phone, providing seamless call management from the desktop.

Device management features

Enhancements to auto-detection and correction of device model information

• Account owners and admins benefit from automatic detection and correction of device model information during hardware provisioning workflows. When adding new devices through the web portal, API, or CSV imports, the system automatically identifies discrepancies between the specified model and the actual device deployed. The feature supports an expanded range of device models, including Poly CCX series, VVX series, Yealink T series, Cisco CP series, and AudioCodes edge series devices. This enhancement reduces configuration errors and ensures accurate device management across the platform.

Configurable name display formatting for Poly Edge-E devices

• Users can configure name display formatting on Poly Edge-E devices through the Poly 8.4.0 firmware. The setting removes the comma that appears between first and last names when incoming or outgoing calls are presented on the device display. Users can access this option through the device configuration file to customize caller name presentation. This enhancement provides flexibility in meeting specific customer display preferences for call presentation.

Integration features

Support for Zoom Phone integration with Zapier for automated workflows

• Users can integrate Zoom Phone with Zapier to automate workflows for call management and other phone activities. After authenticating their Zoom Phone account, they can connect it with Zapier-supported applications like CRMs, emails, etc., and configure trigger events such as incoming, outgoing, or missed calls, voicemails, and SMS messages. These triggers can automatically perform actions like creating CRM contacts with caller information, sending emails with call information, and so on. The integration supports multiple third-party applications and field mapping between Zoom Phone data and connected services, enabling better follow-ups, streamlined communication workflows, and reduced manual data entry.

Enhancements to SLA and SLG opt in/opt out in the Zoom integration for Microsoft Teams

• Users can manage their call delegation and simultaneous ring settings for Zoom Phone from the Zoom for Microsoft Teams app. They can opt in or out of receiving delegated calls (shared line appearances) and opt in or out of the simultaneous ring group (shared line group).

Number Management features

Cross-account phone number transfer for master and sub-accounts

• Account owners and admins can transfer phone numbers between related master and sub-accounts without requiring support tickets or extended downtime. Admins can move numbers from sub-accounts to their master account, preventing number loss or quarantine placement. All number types are supported and can be moved into unallocated, Zoom Phone (ZP), or Zoom Contact Center (ZCC) products in the destination account through individual transfers, bulk operations, or CSV import functionality. This feature requires numbers to be in an unassigned state before moving. For native numbers, the destination account must have an appropriate business address. Business address validation provides compliance for native numbers, while BYOC numbers can move freely between accounts. This streamlined approach significantly reduces weekend maintenance requirements. This feature must be enabled by Zoom.

SMS features

Regional storage for SMS and MMS content

• SMS text messages and file attachments now follow the storage location settings configured at the account, group, user, auto receptionist (AR), and call queue (CQ) levels. This flexible storage configuration enables organizations to comply with data retention requirements across all regions.
  Note: For Zoom Workplace app versions below 6.7.0, SMS files will continue to be stored in the US region only, regardless of your configured storage location settings.

User features

Advanced multi-party conference merging

• Advanced multi-party conference merging enables shared line appearances (SLA) delegates to merge a local 1:1 call into a single multi-party conference. This preserves advanced executive/assistant workflows for organizations moving from legacy phone systems to Zoom Phone. For example, a use case would be:

1. Assistants can long-press the boss's shared line key to view all active calls in real-time, select the boss's ongoing call, and press Join to create a multi-party conference with automatic co-host privileges.
2. After initiating the multi-party conference, assistants can press Join again to bring a local held 1:1 call into the conference session, with full roster visibility across all participants.
3. Multiple assistants can independently join the same conference call as co-hosts through their shared line keys, view the participant roster, and maintain equal control. The conference persists until all moderators disconnect, ensuring seamless call management across the team.

Zoom Virtual Agent features

Variable display for transferred calls from Zoom Virtual Assistant

• Zoom Phone Power Pack users receive comprehensive variable data when calls are transferred from Zoom Virtual Assistant (ZVA) to improve call efficiency. Users can access conversation summaries and collected variables through incoming call notifications, view the information during live calls for real-time reference, and review the data in their call history after calls conclude. Admins have control over which specific variables and data points are transmitted from ZVA to Zoom Phone users. This feature significantly reduces call handling time by providing immediate access to caller information and authentication details gathered during the automated interaction phase.

Bug fixes

• Resolved an issue where Cloud Peering partners could assign phone numbers to a product that was not provisioned on the customer's account, resulting in numbers being allocated to the wrong service and not visible for correction. System validation has been improved to prevent numbers from being added to products that are not enabled on the customer account.
• Resolved an issue where holiday hours could not be saved with the correct year when configuring certain dates in January for accounts in time zones behind UTC. The date calculation logic has been corrected to ensure holiday schedules save accurately.
• Resolved an issue where admins saw limited or missing options in the KPI role dropdown for call queues, including on Call Queue Analytics and call queue overview pages. This has been fixed, and all available KPI role options are correctly displayed.
• Resolved an issue where the grace period notification banner for Zoom Phone did not display the number of calendar days remaining, resulting in unclear timing for required license updates. The notification now correctly shows the grace period duration.
• Resolved an issue where analytics wallboards displayed on Digital Signage showed only partial content with a scroll bar, preventing all leaderboard rows from being visible in full-screen mode. The display has been corrected to properly render the configured number of rows and fill the screen as expected.
• Resolved an issue where the Call log retention with enhanced admin visibility feature did not correctly reflect configured retention settings for BYOC (PEX) call logs, causing older retention behavior to be applied. Call logs now follow the defined retention period as expected.
• Resolved an issue regarding caller ID name syncing for a portion of US phone numbers. This issue has been fixed, and caller ID name improvements are supported.