Updates for Zoom Phone

Release notes for Zoom Phone

Changes to existing features

• Direct navigation between Zoom Calendar and Common Area settings
  When account owners and admins configure calendar integrations, they can navigate between the calendar Settings page and the Common Area details page. A direct link allows account owners and admins to return to the details and settings for the assigned Common Area without having to manually search and find the page. This saves admins time and provides a more connected experience between Zoom Calendar and Common Area configuration.

New and enhanced features

Admin features

• Enhancements to mobile common area phone device management in the Zoom web portal
  Account owners and admins can filter the Common Area device list to show only mobile Common Area Phone (CAP) devices. A new status column allows admins to see activation status. Error messages are improved to be more clear and actionable. Activation codes are single-use to prevent issues with reusing codes. These enhancements allow account owners and admins to identify mobile CAP devices needing attention, understand errors, and make changes efficiently.
• Incoming call notification supports x,y coordinate configuration
  Account owners and admins can configure x,y coordinates for incoming call notifications. This allows custom positioning of the notification window on the user's screen. The feature is generally available and enabled by turning on the Incoming Call Notification x,y coordinates setting in the Zoom web portal.
• Include shifting hours in subscription center reporting
  Account owners and admins can configure shifting hours for agent groups in subscription center reports. When generating daily reports, admins can specify time windows to view data from particular shifts. For weekly and monthly reports, account owners and admins can also choose the date range they want for a report. The new options allow businesses running multiple shifts to better analyze performance during different hours of the day. With this flexibility, admins can gain more targeted insights into contact center operations.
• Enhancements to SMS campaign creation to improve approval rates
  There are several enhancements to improve the 10DLC SMS campaign creation process and approval rates, including expanding text fields, adding information buttons with guidance, requiring confirmation of website updates, allowing additional message customization, and providing clearer rejection reasons. Account owners and admins are guided through the required steps to create compliant campaigns that have a higher chance of approval.
• Audio Intercom enabled by default for new accounts
  The Audio Intercom policy will be enabled by default at the account level for all new accounts created. By making Audio Intercom available by default, new account owners and admins will have immediate access to real-time voice collaboration through intercom for their organization.

Developer features

• New webhooks provide recording completed events for call queues and common areas
  New webhooks send recording completed events for call queues, common areas, and users. Users who are part of the access member list will receive recording completed notifications for call queues and common areas. This allows apps that rely on these events to work consistently across user-level and account-level apps.

Device features

• Certified devices
  Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:
• Grandstream WP822
• Grandstream WP825
• Firmware upgrade
  The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
• AudioCodes
• 445HD
• 450HD
• C450HD
• RX50
• Cisco
• CP6821
• CP6851
• CP6861
• CP6871
• CP7811
• CP7821
• CP7832
• CP7841
• CP7861
• CP8811
• CP8832
• CP8841
• CP8845
• CP8851
• CP8861
• CP8865

Host features

• Enable hosts to temporarily hold participants in multi-party calls
  The conference host and co-host of a multi-party call can temporarily put one or all participants on hold. The host can toggle participants between being held or unheld. When a participant is held, they only hear the hold music set at the account level and cannot hear the main call. This enables hosts to have private conversations within a multi-party call. Hosts have options to start calls with all held, hold all at once, unhold all at once, hold individuals, and unhold individuals.
  Note : Account owners and admins must contact Zoom Support to enable the Multi Party Conferencing feature for their account. This feature must be enabled by Zoom.

User features

• Opt in or out of call queues from IP phones
  Users can opt in or out of call queues by manually dialing *85 followed by the call queue extension number. Once these digits are sent, if the conditions are matched, the user will receive a confirmation prompt. This provides more flexibility for users who are members of multiple call queues. Supported phones include Poly Edge E, Yealink Tx series, and Audiocodes models. This feature gives users more control over their call queue participation without going into the Zoom Workplace app. This feature must be enabled by Zoom.
• Select correct Zendesk contact when a phone number matches multiple contacts in Zoom Phone app
  The Zoom Phone app integrated with Zendesk has been enhanced to handle situations where a phone number matches multiple Zendesk contacts. When a match occurs, users will see an indication next to the contact info showing the number of matches. This indication is clickable, opening a pop-up window where users can view contact details and choose the correct contact. After confirming their selection, a Zendesk ticket will be created for the selected contact. This improves the user experience by preventing tickets from being created against the wrong contact. Additionally, an admin setting has been added to enable or disable this multiple contact selection feature.

Resolved issues

• Resolved an issue where the caller ID would not properly display to the recipient of the blind transfer in certain situations.
• Resolved an issue where users could not access recordings linked in HubSpot and all recording links resulted in an error message.
• Resolved an issue where Zoom Phone SMS Etiquette did not apply to messages.
• Resolved an issue where users received error code 490 when adding virtual backgrounds to Zoom Phone settings for the account,
• Resolved an issue where the Zoom web portal allowed users to create and submit SMS campaigns without the opt-in/opt-out and Help messages when Zoom Phone was not set up, causing multiple users' SMS campaigns to be rejected.
• Resolved an issue where users received an error when replying to SMS messages.