Voicemail access from phones for Auto Receptionists and Call Queues

Release notes for Zoom Phone

March 22, 2026
New, enhanced, and changed features

Type: New or enhanced feature
Feature title: Voicemail access from phones for Auto Receptionists and Call Queues
Description: Account owners and admins can enable voicemail access from phones for auto receptionists, shared line groups, and call queues without requiring the Zoom app or web portal. Admins can set PIN codes for auto receptionist and call queues to secure voicemail access when dialing from phones. A voicemail access number can be configured to allow users to dial an extension and receive the same menu options as dialing *86, with an option to assign a PSTN number for external voicemail checking. Security policies include locking voicemail boxes for 30 minutes after five unsuccessful login attempts, with policies limited by SIP zone. Users can skip and delete messages during playback and change business hours greetings through phone access. This enhancement provides secure and convenient voicemail management directly from phone devices.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Virtual phone number support for additional countries
Description: Account owners and admins can provision virtual phone numbers in Kenya, Hong Kong, Indonesia, Malaysia, and the Philippines for their Zoom Phone and Zoom Contact Centre services. Depending on the country, numbers support inbound and/or outbound calling. Each number is billed monthly, with additional per-minute charges for inbound and outbound calls. This expansion allows multinational organisations to establish a local presence and receive calls in high-growth markets without setting up physical operations.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Proactive certificate monitoring for Session Border Controllers
Description: Account owners and admins can set up Session Border Controller (SBC) certificate expiration alerts within Account Management under Alerts & Notifications for Zoom Phone. The alert system provides warning and critical notifications when certificates are set to expire within a specified number of days. Admins can configure alerts at the account level and customize the advance notice timeframe. SBCs can stop functioning if certificates expire without warning, making these alerts essential for maintaining service continuity. This proactive monitoring helps prevent unexpected service disruptions by ensuring certificates are renewed before expiration.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Customizable audio notifications for conference participation
Description: Account owners and admins can disable conference join tones at the account level for Zoom Phone conferences. When users join conferences, tones will no longer play if this setting is disabled. The feature is enabled by default, allowing admins to maintain the current experience or customize it based on their organization's preferences. This enhancement provides greater control over the audio experience during conference calls.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Email-only call summary notifications for enhanced security
Description: Account owners and admins can configure call summary settings to deliver notifications exclusively via email. This email notification only option removes call summaries from the client call history and web portal, eliminating the ability for users to copy, paste, edit, or share sensitive call information externally. Users receive call summary content through secure email delivery without any editing capabilities, ensuring the integrity of the original content. The feature includes granular controls for client and web portal access, allowing admins to customize visibility.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Customizable call summary output using AI companion
Description: Account owners and admins can integrate Zoom Phone call summaries with Custom AI Companion to meet business-specific formatting needs. The feature includes predefined templates for different call types such as general recap, one-on-one discussions, project updates, and customer success calls. Admins can manage custom dictionaries to improve transcription accuracy across all Zoom Phone communications, including call summaries, transcripts, voicemail transcriptions, and call recordings. Users with a Workplace Pro bundle or above can select from predefined summary templates or use custom templates created by admins through AI Studio.
Platforms: Web portal

Type: New or enhanced feature
Feature title: AI call summary initiation from IP phones
Description: Users can initiate AI call summaries directly from their hardware IP phones during important calls by entering a DTMF code. When activated, all call participants hear an audio notification that the call is being summarized. The user can pause and resume the summary by reentering the DTMF code. The AI-generated summary includes participant information and call details, leveraging the existing Zoom Phone (ZP) AI call summary framework. Summaries are delivered directly to users' email addresses as configured in their profiles, supporting any email provider, including Outlook, Office 365, Google, or Zoom. This feature works universally across all certified hardware phones, eliminating the need for vendor-specific firmware updates and bringing AI productivity capabilities to traditional phone users. Note: This feature is compatible with any hardware phone configured for Zoom Phone service.
Platforms: Desk phones

Type: New or enhanced feature
Feature title: Enhanced filtering and reporting capabilities for Call Queue analytics
Description: Account owners and admins can access improved Call Queue Analytics with expanded wallboard widgets and refined data filtering options. The overview section includes overflow breakdowns showing call destinations such as Zoom Contact Center, shared line groups, and phone numbers, while the calls section displays relevant event and result filters with final call outcomes. Real-time reports feature member availability filtering and opt-in/opt-out aggregation across call queues. Additional wallboard enhancements include callback and abandoned call widgets for comprehensive monitoring. Admins can also view more recent data within shorter timeframes and maintain consistent date filtering when navigating between pages, enabling more effective call queue management and performance tracking.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Enhancements to call queue callback with estimated wait time
Description: Callers in a call queue receive estimated wait time information when callback offers are presented. The feature uses an ongoing algorithm that calculates running averages of call answer times for each queue, providing realistic wait time estimates rounded to the nearest minute. Admins gain two configuration options per queue: enabling estimated wait time inclusion in callback offers and setting threshold values for immediate callback offers when callers enter the queue. Callers can hear their estimated wait time prepended to callback offer prompts, giving them clear information about expected delays. This intelligent enhancement transforms the callback experience by providing transparency and helping callers make better-informed waiting decisions.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Enhancements to call queue callback offers and number formatting
Description: Callers can receive callback offers regardless of their position in the call queue, including those waiting in the first position. The system presents callback offers after the initial defined wait time and during subsequent periodic intervals to all callers in the queue. Additionally, callers in non-US geographies can enter and confirm callback numbers in their local country format, such as Japanese format 050-1234-5678 or 03-1234-5678, while the system automatically converts these to E.164 format internally. Callers hear their callback number confirmation in the same local format they entered. These enhancements improve queue accessibility and provide a better international user experience.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Caller data sharing and display between Zoom Phone and Zoom Contact Center
Description: Account owners and admins can configure what caller information is shared when transferring calls from Zoom Phone to Zoom Contact Center through the Transferring Call Data policy. The configurable data includes original caller information, transfer initiator details, and conversation summaries. Zoom Contact Center agents can view detailed caller information when receiving transferred calls from Zoom Phone users, queues, auto receptionists, or shared line groups. Zoom Contact Center agents receive this enriched information on incoming engagement notifications, active engagements, and completed engagement records. By default, all available data is shared with Zoom Contact Center. This enhancement enables agents to better understand caller context and provide more informed support during transferred calls.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Advanced telephony features for Mitel OpenScape CPx00 series devices
Description: Account owners and admins can provision Mitel OpenScape CPx00 series IP phones with an expanded collection of advanced telephony capabilities. The supported features include: Lightweight Directory Access Protocol (LDAP) integration, Nomadic Enhanced 911 (e911) services, and local call forwarding support. Additional functionality encompasses feature parity on non-primary lines, shared line appearance (SLA), shared line group (SLG), call park with aim call park and private call park options, and call monitoring BMW support for SLG and SLA configurations. Users can also access privacy mode for shared lines, multi-party calling with Zoom Cloud conferencing integration, group pickup capabilities, original caller line identification (CLID) for transferred calls, and call flip functionality. These comprehensive telephony features enhance communication flexibility and operational efficiency for organizations using Mitel OpenScape CPx00 series devices.
Platforms: Desk phones

Type: New or enhanced feature
Feature title: Firmware upgrade
Description: The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
• Mitel
Note: These devices will upgrade to firmware version 6.6.0.60.

6905, 6910, 6915, 6915 V2, 6920, 6920W, 6930, 6930W, 6940, 6940W, 6970
Note: These devices will upgrade to firmware version V1 R12.3.0.
CP100, CP200, CP205, CP400, CP600, CP600E, CP700, CP700X
Platforms: Desk phones

Type: New or enhanced feature
Feature title: Enhancements to automatic device model detection and correction capabilities
Description: Account owners and admins can rely on comprehensive auto-detection and correction of device model information across all hardware addition workflows. When devices are provisioned through various methods, including web portal interfaces, API integrations, or bulk CSV imports, the system automatically verifies and corrects model discrepancies to provide accurate device records. This final implementation phase includes support for high-volume device models and extends coverage to all deskphone models in the catalog. The enhanced detection capability reduces manual intervention and maintains consistent device management across enterprise deployments.
Platforms: Desk phones

Type: New or enhanced feature
Feature title: Improved emergency service compliance monitoring and user alerts for Australia
Description: Account owners and admins receive email and chat notifications when users without a Direct Inward Dialing (DID) number or Emergency Location Identification Number (ELIN) pool attempt to call 000, Australia's emergency number. A banner appears on Australian sites that lack an ELIN pool or have users without DID numbers to alert admins to configuration gaps. Users without proper emergency service configuration hear a prompt indicating emergency calls are unavailable and see an SOS icon in the Zoom Phone client interface. These notifications and visual indicators are designed to support customer configuration and operational processes related to Australian emergency service requirements.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Integrate feature release controls for Zoom Phone-HubSpot contact search data restriction
Description: The Contact Search Data Privacy admin toggle is added to restrict manual contact search results in the Zoom Phone widget to HubSpot contacts owned by the user performing the search. This is disabled by default.
Platforms: Integrations

Type: New or enhanced feature
Feature title: Automatically create contacts in HubSpot for internal callers
Description: The Auto Create Contact admin configuration, with the options to create contacts for all calls (default) or external calls only, has been updated to prevent creating HubSpot contacts from internal extension-to-extension calls while still auto-creating for unknown external numbers.
Platforms: Integrations

Type: New or enhanced feature
Feature title: AI call summaries in Bullhorn record
Description: AI-generated Zoom Phone call summaries are written to the Bullhorn call log record so agents can review the conversation context in Bullhorn without manually typing notes.
Platforms: Integrations

Type: New or enhanced feature
Feature title: Add Send Message workflow action for bi-directional SMS in HubSpot
Description: Workflows sent from the contact owner's SMS-enabled number (or a queue number if needed) log all messages to HubSpot activities, show the full conversation in the HubSpot widget, and route replies/notifications to the assigned advisor. This includes the SMS Reply Received trigger to start new workflows.
Platforms: Integrations

Type: Changed feature
Feature title: Enhanced Remediation and Registration reporting
Description: Account owners and admins can view and manage all phone number reputation information through a unified Number Reputation hub within Number Management. The hub consolidates Enterprise Spam Registration and Spam Remediation monitoring interfaces, allowing admins to see registration status, spam status, and active services for each number in a single location. Admins can access detailed reputation history for individual numbers, easily initiate registration workflows, and enroll in premium monitoring services through a streamlined workflow.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Enhanced cloud peering provider controls and number management
Description: Account owners and admins can define configurable attributes and values for cloud peering providers, enabling more flexible control over number usage through policy management. BYOC-C numbers support outbound CLI functionality across products when properly tagged for multiple concurrent calls and cross-product sharing. The interface includes bulk number removal through CSV upload, consolidated export capabilities with detailed account information including SIP trunk names and billing references, and automated export generation through the notification framework. These enhancements provide service providers with greater operational flexibility and improved administrative efficiency.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Call authentication management improvements
Description: There are enhancements to First Orion's Call Authentication integration, which allows account owners and admins to better enable and manage phone numbers and branding programs. Phone numbers set up within First Orion's portal will also sync with Zoom's interface. Note: Existing numbers set up with First Orion's integration will need to be reconfigured to function properly.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Enhanced fax functionality with improved transmission reporting and sending options
Description: Admins can enable customer-managed key encryption for faxes similar to recordings and voicemails, with automatic fallback protection to ensure transmission reliability. Users benefit from consolidated upload and confirmation dialogs, multi-language support for transmission reports, and the ability to cancel active fax transmissions with detailed progress feedback. The platform supports cover-page-only transmissions, and enforces a 50-fax concurrent sending limit across all channels. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 23, 2026.
Platforms: Windows, macOS, Linux, iOS, iPad, Android

Type: New or enhanced feature
Feature title: Inbound SMS attachment virus screening
Description: Account owners and admins can enable virus scanning for inbound MMS messages to protect users from infected files. When enabled, the system automatically scans attachments in MMS messages for viruses. If it contains a virus, users will see a warning and will be unable to access the file.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Improved 10DLC registration form with real-time validation
Description: Users can access comprehensive validation tools during the 10DLC campaign setup that automatically verify consent descriptions include all carrier-required disclosure elements. The system validates privacy policy URLs for proper accessibility, requires mandatory screenshots showing non-sharing statements, and provides recommended privacy policy language for easy copying. Enhanced consent method sections include editable verbal script templates with validation checklists, while other consent methods receive comprehensive disclosure validation for brand names, message types, and opt-out instructions.
Platforms: Web portal

Type: New or enhanced feature
Feature title: Tab shortcuts for mobile devices
Description: Users can configure shortcuts within the Zoom Phone mobile app to quickly access specific functions like Phone, History, Lines, Voicemail, Fax, Keypad, and New SMS. iOS users can set up Quick actions similar to the existing Android functionality, while admins can deploy shortcuts across their organization using Mobile Device Management with deeplink URLs and web clips for iOS or pinned shortcuts for Android. The feature supports managed app configurations and allows MDM admins to use web clips, managed shortcuts, and Android intent URIs for deployment. This enhancement streamlines navigation and enables organizations to replace native SMS applications with Zoom Phone's SMS functionality. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 23, 2026.
Platforms: iOS, iPad, Android

Type: New or enhanced feature
Feature title: Comprehensive Turkish audio prompt integration for all Zoom Phone features
Description: Users can access Turkish language audio prompts throughout the Zoom Phone platform, complementing the existing Turkish language support in the Zoom app and web interfaces. Account owners and admins can select Turkish as the audio prompt language across user profiles and all system features, including Auto Receptionist, Call Queue, Shared Line Group, and Call Answering services. The feature provides complete Turkish prompt sets that work seamlessly across desktop applications, mobile devices, Zoom Phone Appliances, progressive web applications, and certified desk phones. This comprehensive language support helps organizations serve Turkish-speaking customers and markets more effectively while maintaining consistent multilingual communication experiences. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 23, 2026.
Platforms: Web portal, Web app, Windows, macOS, Linux, iOS, iPad, Android, VDI, Zoom Phone Appliances, Desk phones

Type: New or enhanced feature
Feature title: Enhanced call history with Zoom Virtual Agent summary integration
Description: Users can view call summaries from Zoom Virtual Agent transfers in their call history, allowing them to quickly recall topics discussed during phone calls. The system links Zoom Virtual Agent call summaries to corresponding Zoom Phone call IDs for clear identification. Admins can view these call summaries when checking user logs and use a Summary filter in the call log view to distinguish calls with and without summaries. This enhancement helps users and admins maintain better records of customer interactions beyond the live call experience.
Platforms: Web portal