Release notes for October 22, 2023
New and enhanced features
- Support for widget duplication
The bot flow canvas has been improved to support widget duplication. When building complex flows, users can quickly copy existing widgets, saving time and reducing the need for additional configuration work. - Support for variable icon { }
A variable icon has been added to the prompt toolbar so that users can easily discover and utilize the variables functionality within widgets that include a prompt in bot flow such as Send Media, Collect Input, and Match Intent. This enhancement simplifies the process of inserting variables when creating a bot flow. - Support escalation control
When a support escalation experience is triggered, businesses have the flexibility to either utilize their existing support channels or implement a bot flow. This control enables businesses to tailor the support experience precisely to their needs, enhancing user interactions and support efficiency. - Streamlined form integration for ZECO
ZECO enables the retrieval of CRM-created forms directly in the form builder UI. Admins can effortlessly assign distinct forms based on various user cases. This ensures that users receive relevant forms, minimizing confusion while preserving transparency for agents. This is only applicable for Salesforce and read-only for Zendesk. - Enhancements to explore feature
A new section has been added to the explore feature that lets users use Tags and Categories to filter results. This addition empowers users to choose Tags and Categories for narrowing down system-provided answers. This also improves the accuracy of replicating bot behavior, helping customers test knowledge management answers more effectively. - Enhancements to script widget
The script widget has been improved to align with Zoom Contact Center, incorporating dedicated exits for both success and failure. This improvement ensures consistent and straightforward script execution tracking. - Auto-coaching for knowledge bases
The enhancement of onboarding and managing knowledge bases has been improved through the utilization of GenAI. Within the knowledge base settings, users have the option to enable GenAI to generate queries based on their knowledge base content. This functionality allows them to efficiently train the information retrieval (IR) system to align with their specific company content. - Pre-filling of Salesforce and customer ticket forms
Prior to connecting the end-user to a chat agent for support, the agent requires supplementary user information that would be helpful for the chat, such as the user's name, email, type of issue, product category, and zipcode. The prechat form enables brands to present these questions and gather user information before initiating the chat with the agent.
Resolved issues
- Minor bug fixes
- Resolved an issue where deleted intents are not being properly removed from the bot flows they were initially linked to, resulting in problems with saving and causing confusion.
- Resolved an issue where Zoom Contact Center to Zoom Virtual Agent chat routing failed when typing Agent into the chat widget.
- Resolved an issue where the intent did not appear as expected in the bot flows editor.
- Resolved an issue where customers, upon receiving a knowledge base recommendation from Zoom Virtual Agent, saw a snippet while reports and Zendesk chat transcripts displayed the entire article, rendering it unreadable.
- Resolved an issue where customers frequently received a "Your bot flows and widgets have been copied and saved, but we couldn't reach the machine translation service" error when saving a sub flow to Draft in a multi-language bot.
Changes to existing features
- Restriction to the number of IP phones that can be added to an account
When account owners and admins add IP phones to their accounts, there will be a restriction on the number of devices they can add. The system will determine this limit based on a percentage ratio relative to the account's licensed capacity. If this device limit is reached, admins will see a banner or dialog box indicating that they have exceeded the restriction. To request permission to add more devices than the account permits, submit a request to Zoom Support, providing a valid reason. Your request will then undergo a review process. Previously, admins could add an unlimited number of IP phones to their accounts. - Changing the Mac address of a desk phone
Account owners and admins will no longer be able to edit the Mac address of a desk phone once it has been added. To alter the Mac address of a desk phone, admins will now be required to remove the device entirely, whether is has been assigned or not assigned. - Only show Hot desking call history for signed user
Account owners and admins no longer have to seek Zoom Support's assistance to enable this feature. When a user signs in to a phone using hot desking, the call history of previously signed-in users will no longer be accessible to the current signed user. Only the following devices support this feature:
- Poly: Soundpoint, Soundstation, Trio, CCX, VVX, Edge E series
- Yealink: All certified desk phones
- Cisco: All certified desk phones
- AudioCodes: 445HD, 450HD, C450HD, RX50
New and enhanced features
- Admin features
- Advanced encryption for voicemails
Once advanced encryption for Zoom Phone voicemail is enabled, voicemail messages are received and recorded by Zoom servers which encrypt them with keys only known to their intended recipients’ devices. If admins enable the Escrow feature within advanced encryption for voicemails, admins will now be able to access these keys and users voicemails. Shared Line Appearance, Shared Line Group, Call Queue, or Auto Receptionist voicemail are not supported. Additionally, functionalities like email to voicemail, transcriptions, and the ability to check voicemails through dialing or the web are disabled when this feature is enabled. To utilize this feature, users must have a Power Pack license. Only admins with appropriate permissions can manage these voicemails. - Concurrent calls for devices with large number of lines
Account owners and admins have the option to enable simultaneous call functionalities on their devices capable of handling a large number of lines, such as DECT devices designed for multiple handsets. For existing accounts, this feature is disabled by default but enabled by default for new accounts. Those with existing accounts who wish to utilize this feature can submit a request to Support to remove DECT station concurrent calls limitation for their account. AudioCodes 1288 is excluded at this time. - Enhancement to New View Call Logs
Account owners and admins can now filter recordings and voicemail logs using call IDs in the New View Call Logs. - Filter out inactive Zoom Phone packages
Account owners and admins now have the ability to filter inactive Zoom Phone packages, simplifying the process of identifying and managing users, Common Areas, Zoom Rooms, and Cisco/Polycom Rooms with inactive packages. - Opt-in or out of SMS messages
Admins with campaign permissions can manage opt-in and out messaging and control inbound and outbound responses. This control includes the option to allow messages to mobile numbers who have opted in and prevent messages for those who have opted out of receiving them from the Zoom Phone user. Admins can configure opt-in, opt-out, and help auto-replies for numbers assigned to a campaign. A warning will be displayed to Zoom Phone end-users when attempting to send SMS messages to numbers that have not been opted in.
- Devices supported features
Multiple line appearances with separate outbound caller ID and Sync Do Not Disturb (DND) from IP phone to client, are supported on the following devices:
- Firmware upgrades
The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
- Cisco:
- Grandstream:
- GRP2601, GRP2602, GRP2603, GRP2604, GRP2612, GRP2613, GRP2614, GRP2615, GRP2616, GRP2624, GRP2634, GRP2670
- WP810
- HT801, HT802, HT812, HT814, HT818
The following devices will receive new firmware upgrades for security purposes. Older firmware will be removed from the drop-down menu in the web portal and any existing rules with will be deleted.
- AudioCodes:
- 445 HD, 450HD, C450HD, RX50
- 405HD
Resolved issues