Release notes for April 16, 2023
New and enhanced features
Salesforce integration with Knowledge Management
A new option within Knowledge Management has been added to connect to Salesforce and customize the content we pull in. With this new integration, users can connect to the Knowledge Items within Salesforce and use them for Q&A, similar to other CRM connections.
Global variable performance tracking
Zoom Virtual Agent account owners and admins can track the performance of their chatbot solution on a per-global variable basis, exploring in a more targeted way how their Bot Flows and Knowledge Base solutions are performing in terms of resolving customers' issues.
Dedicated page for general bot responses
A new page has been added to allow Zoom Virtual Agent account owners and admins to easily manage responses to simple requests, centralize text for escalations to another support channel, and have insights into where the text they're controlling will be used. With this feature, bot admins will have an easy-to-use page for setting up all centralized text to be used throughout the bot, and can see the default/small talk intents and override the default intents.
Bot creation improvements
Zoom Virtual Agent account owners and admins are able to view the intents associated with their bot flows in a list view, without having to click into the canvas. Additionally, we have updated the subflow creation process so that intents are selected at the same time as the subflow is created, making it easier to manage intent-subflow connections. These changes will help bot builders more easily track which intents are being used and prevent issues caused by intent-subflow versioning.
Support for ticket creation integration channel
Zoom Virtual Agent supports ticket creation integration channel, allowing businesses to seamlessly create tickets for customers who require additional support beyond what the bot can provide.
AI-generated training phrases
Zoom Virtual Agent account owners and admins can use a new tool to create intents with relevant training phrases efficiently and accurately. With this new tool, admins can define the number of generated training phrases, which will be based on the intent name and description to ensure accuracy. The generated training phrases can then be easily deleted if necessary. This tool aims to improve intent and model performance while saving time for admins.
Change to existing features
Zoom Assistant moved from the meetings account settings and is now under the new Zoom Assistant tab under account settings.
New and enhanced features
- Persistent 10DLC registration banner for unregistered US/CA accounts
If US/CA Zoom Phone and Zoom Contact Center accounts have not completed the 10DLC registration process (not verified their brand and have an active campaign) and don't have a minimum of one phone number associated with their active 10DLC campaign, a persistent banner will be displayed in their web portal account under Phone Number Management>Phone Numbers stating "Please add your US and Canada numbers to a 10DLC campaign to avoid SMS filtering by mobile operators. More details"
Hide incoming calls while in a meeting
Users can use a setting in their mobile client to hide incoming phone calls while in a meeting. Previously hiding incoming calls was only supported on the desktop client.
Expansion on the IP address range for Poly PDMS-SP
There is an upcoming expansion on the IP address range for Poly PDMS-SP. This platform is used for Zero Touch Provisioning of certain devices such as Poly CCXs and for advanced troubleshooting. If the platform is not reachable, these services may fail. The new IP address range as documented in this article will be activated on July 1, 2023, and this applies to Poly UCS devices and OBi devices.
Spam call detection and blocking
Account owners and admins can opt to enable automatic spam call tagging or blocking, subject to their consent. Users will be able to indicate that a phone call was a spam call in their individual client call log. The admin can also set the threshold for determining the number of tags from users for which to take action. Any calls that are blocked will be recorded in the call log as being blocked by the spam filter. If the filter wrongly categorizes a phone number as spam, the admin can whitelist that number to exclude it from the filtering system. Moreover, admins can choose to not enable this feature and have Zoom alert their users when a call is suspected of being spam to block those calls manually.
Bulk upload phone numbers assignment to campaigns
Account owners and admins can bulk upload phone numbers to assign to their campaign if their account has multiple campaigns.
Support for native SMS in Australia
Account owners and admins can now set up SMS for native numbers in Australia to allow their users to send and receive texts from their Zoom client.
Note: This feature is delayed and will be released on April 23, 2023.
New supported feature for IP phones
The following devices now support provisioning templates.
- All certified Grandstream devices
The following DECT device is supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process:
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:
- Poly Edge B10, Edge B20, Edge B30 and VVX D230 DECT
- AudioCodes M500Li, 445HD, 450HD, C450HD, RX50, MP1288
Local survivability support
The following devices now support local survivability:
- AudioCodes: 445HD, 450HD, C450HD, RX50, MP1288
The Grandstream HT8XX ATA series support fax using G.711 passthrough.
The following DECT devices are supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process.
Expansion Module support on Poly Edge E series
Expansions modules can be attached to the following devices:
- One expansion module can be attached to a Poly Edge E400 or E450.
- Up to two expansion modules can be attached to a Poly Edge E500 or E550.
The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
- 445HD, 450HD, C450HD, RX50
- Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550, Rove-B1, Rove 20
- Resolved an issue where calls couldn't be controlled from the desktop client.
- Resolved an issue where inbound calls did not ring or took a long time to do so.
- Resolved an issue where external contacts were not showing their name when using SMS
- Resolved an issue where calls on hold could not always be picked up