Release notes for June 18, 2023
New and enhanced features
Zendesk chat integration
Zoom Virtual Agent offers support for Zendesk chat integration, allowing businesses to seamlessly connect their Zoom Virtual Agent bot with their Zendesk instance for a better customer support experience. With this integration, end-users can easily connect with agents via chat if needed, while still using the Zoom Virtual Agent bot for initial queries.
Web sync link discovery
Web sync capabilities have been enhanced by enabling link discovery for web page synchronization. This allows customers to bypass the requirement of a sitemap and ensures their data remains up to date with website changes. Users will be able to set a source URL and rules to help guide the system through their website to sync relevant pages.
Expanded category selection for knowledge base integrations
The category selection options for knowledge base integrations have been expanded to allow users to select subcategories within a category when onboarding or editing a knowledge base. By providing deeper customization options, users can now take advantage of their additional organization levels and have greater control over the content they retrieve.
Intercom ticket creation and response
Users can submit tickets directly through the bot when their queries or issues cannot be resolved, ensuring a streamlined and efficient support process. When CRM agents receive the ticket, they have access to the complete conversation history, empowering them with valuable context to address user queries effectively. The chat transcript serves as a reference point, enabling agents to provide more accurate and relevant solutions, reducing the likelihood of duplicating the bot's previous responses.
Release notes for Zoom Phone
New and enhanced features
Enhancement to Spam detection
The Spam feature has been improved and relocated to Account Settings > Zoom Phone. Along with the automated identification of calls as Spam according to global industry standards, account owners and admins now have the ability to manually set Spam thresholds for call marking. Marked calls can be either blocked or directed to voicemail. However, be aware that calls designated as Spam and received by call queues will not be routed to voicemail, as this functionality is not supported. Please note that the automatic marking of phone numbers as Spam is currently limited to US and Canadian numbers.
Call Queue ID association per line keys
Account owners and administrators have the ability to grant users the option to select the caller ID of Call Queues they are part of for their outgoing calls. This feature proves useful when users have access to multiple lines on their IP phones. Admins can facilitate this functionality by configuring the desk phone line keys of their users to be associated with specific call queues.
Firmware update rules
Account owners and admins can schedule the automatic firmware update for supported Zoom Phone desk phones and devices. This scheduling option allows them to specify a date and time interval for the update to take place. The scheduling can be set on a weekly or monthly basis. If no specific schedule is set, the devices will be updated according to the current Zoom Phone releases. These settings can be applied at both the account and site levels. To enable this feature, submit a request to Zoom.
Multiple Line Appearance
The Line Key type can be set up in the line key settings to allow multiple primary line appearances on a device. Submit a request to Zoom Support to enable Multiple Lines for Hardware phones for your account. Please note this feature is supported on some Yealink and Poly models at this time
Provide access to phone recordings to Zoom IQ
Account owners and admins can provide access to phone recordings from Zoom Phone to Zoom IQ. This feature is available only at the account level and applicable only to licensed Zoom IQ users and call queues.
Enhancement to BOYC/BYOP routing rules
Account owners and admins can now view the trunk status and be able to modify route groups. They can also view all routing rules created and identify the SIP groups assigned to their respective route groups.
Wallboard widget management for Phone
Account owners and admins have the ability to create a Phone Wallboard widget that simplifies the identification of source reports for assessing the quality of service for their calls. This widget can be duplicated for convenience. Admins can then access an all-encompassing view of the overall quality of service, including past and ongoing calls, and enable the widget for a specific extension.
Enhancement to Subscription Center
Account owners and admins can now subscribe to these reports using the subscription center:
- Auto receptionist historical report
- Feature entitlement and membership report
- Phones and devices dashboard
- SBCs dashboard
- Location tracking dashboard
Automatic Firmware upgrades
The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
- Trio C60
- CCX400, CCX500, CCX600, CCX700
- Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
- T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W
Manual Firmware upgrades
The following devices can be manually upgraded.
Failover support allows Zoom Phone devices to register automatically to an alternate Zoom Phone data center when the primary data center becomes unavailable through planned or unplanned downtime. The following devices are now added to the supported list:
- AudioCodes: MP112, MP114, MP118
Multiple line appearance with separate outbound caller ID
The following devices support Multiple Line Appearance with separate outbound Caller ID:
- Yealink: T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W, VP59
- Minor bug fixes
- Resolved an issue where calls to emergency numbers had delayed progress indication
- Resolved an issue where two calls were merging
- Resolved an issue where agents were showing offline
- Resolved an issue where when using the invite via Zoom Phone feature within a meeting, clicking the Complete meeting invite button multiple times causes the invited party to be added multiple times and the invitation fails
- Resolved an issue where SMS view keypad dialing was not showing the cursor when hitting the dial pad
- Resolved an issue where users were unable to send SMS messages as the area to type messages had a message stating "your direct number has been removed by your admin. You cannot send messages"