• Release notes for Zoom Phone
• Release notes for Zoom Virtual Agent

Release notes for Zoom Phone

New and enhanced features

• Administrator features
  • Zoom Assistant
    Zoom Assistant allows the following:
    
    • With a Zoom Phone Pro license, users have access to a desktop panel interface that provides search, speed dial, ability to call and transfer calls.
    • With a Power Pack license and Zoom Phone Pro, Zoom Assistant functionality expands to include Power Pack functions like answering calls for call queues and shared lines groups
    • To enable the Zoom Assistant feature, account owners and admins can enable it at the account or user level. Once enabled, users have the ability to enable/disable the feature from their own settings in the web portal and control its functionality from their client. Accounts that previously had users with Power Pack desktop experience turned ON will have Zoom Assistant turned ON for those same users, to ensure continuity.
  • Chat channel for call queues
    Account owners and admins can enable this feature at the account level to allow their call queues admins to create a chat channel for their groups. Once enabled the admins can then create a chat channel for that group to allow members to communicate with each other via chat.
  • IP address access control
    Account owners and admins can use this feature to allow their users to access phone recording and voicemail from specific IP addresses. When this is turned on, voicemail/videomail files and transcriptions will not be included in the email notification for those items. This feature can be enabled at the account level and is available for client version 5.14.0 or higher.
  • Emergency addresses setup on ATA devices’ port
    The default emergency address when adding an ATA will be the site, or if multisite is not enabled, will be the account level emergency address. This address will be automatically configured on the port assignments when users or common areas are assigned to the ATA. Administrators or account owners can change these addresses on a per port basis to another address that has been added already to the Account Level, Emergency service list of addresses. When editing port assignments or removing port owners, the previously configured emergency address will remain the same. The admin can edit it as part of the port changes if desired.
    Notes:
    • For sites that have Nomadic Emergency Services (NES) enabled, the port’s emergency address is used.
    • When multi-site is enabled, the site's emergency address will become the ATA Ports & Positions default emergency address. Note: Only available for United States/Canada addresses.
    • For non-United States/Canada site/account, emergency address cannot be configured.
  • Wildcard support for emergency services
    When adding BSSID information for an emergency location or sub-location, account owners and admins can use wildcard characters to match a specific BSSID as reported by a client.
  • Restrict routing calls to operator and cross-site call forwarding
    Account owners and admins now have access to the following policies at the account, site, and user level settings to restrict those functions to users who don’t need them under their voicemail settings (those settings are enabled by default):
    • Restrict cross-site call forwarding and routing, when disabled, users won’t be able to forward or route their calls to another site. They will be able to forward those calls only within their own site.
    • Allow callers to reach an operator, when disabled, users won’t be able to forward or route their calls to an operator.
  • Desk phone general settings
    The web interface and admin password of an IP Phone can now be managed at the site and user/common area levels. Previously, admins could manage those settings at the account level only. If settings are modified, the devices will have to be restarted to be updated with the new settings.
  • Enhancement to Directory
    Blocked list under Directory is now renamed Private Directory and now allows admins to exempt some users from being searchable within the phone directory except by permitted users. The users in the private directory are hidden from the client by default and cannot be customized. The customization of who can see a hidden user is done by the admin in the web portal.
  • Enhancement to Alerts and Notifications
    Emergency services alerts moved from the site settings and is now part of the Alerts and Notifications menu. Account owners and admins can add alerts by location when an emergency number is called and be notified at desired time intervals.
  • Enhancement to Automatic and Ad Hoc Call Recording
    Account owners and admins can import multiple members in bulk to the list of access of an extension automatic and ad hoc call recordings.
  • Enhancement to Phone roles
    Phone roles and permissions has been enhanced to allow admins to do the following:
    • Sort the role list based on name, description, and number of members
    • Search a role by partially entering a name
    • Inability to create a role with a name that already exists
    • Copy targets from other members to easily transfer that role to a new admin
    • Add multiple members to a role at once
    • Export the list of roles to a CSV file
  • Enhancement to Call Queues
    Account owners and admins can add members in bulk and sort the call queue members list.
  • Enhancement to Analytics and Reports
    The User Feature Entitlement Reports is renamed Feature Entitlement and Membership Reports. The Call Handling Ring Mode field of that report has been enhanced to show as being simultaneous or sequential for a user. The Call Queues, Shared Line Groups, Delegation, Assistant for, and Call Pick Groups fields have been added for visibility of those data.
• User features
  • IP address access control
    Admins can allow their users to access their phone recording and voicemails from specific IP addresses. If the user is out of the designated IP address, those items will not be accessible in the web portal.
  • Opt in/out of Shared Line Groups
    Users have the ability to opt in or out of a shared line group directly from their IP phone. Only Poly Edge E, Poly VVX, Yealink Tx series and AudioCodes, Cisco devices are supported at this time. Contact your account executive to enable this feature for your account.
  • Zoom Assistant
    If enabled by their admin, users can enable/disable Zoom Assistant from their own settings in the web portal and control its functionality from their client. Users can perform basic functions such as search, speed dial, and inline transfer of calls with a Zoom Pro license. To perform call queues and shared lines actions in addition to those basic functions, the Power Pack license is required with the Zoom Phone Pro license.
• Devices
  • Local survivability support
    The following devices now support local survivability:
    • Yealink: CP920, CP925, T31G, T31P, T33G, T42S, T46S, T48S, T43U, T46U, T48U, T53, T53W, T54W, T57W, T58W, W60P, W70B, W80DM, W90DM
  • Tap to automatically hot desk into your IP phone
    Users can use their Zoom client on their mobile to quickly sign into an IP Phone by simply tapping the Tap to Hotdesk option. Admins will have to enable this for Poly Edge E devices only. This feature requires version 5.14.0 or later and an Android or iOS device supporting NFC.
  • Cloud paging
    AudioCodes, Poly, and Yealink devices now support paging. Account owners and admins must send a request to Zoom Support to enable the feature for their accounts. Once available in their account, it’s disabled by default but admins can enable it for their chosen users. Admins can create a group of members allowed to receive paging and use softkeys to reach that group. The following devices are supported:
    • AudioCodes C450HD/ 450HD/ 445HD
    • Yealink T58W, T53/T54/T57W, T43U/46U/48U, T31P/ T31G/ T33G
    • Poly Edge E series
  • Supported device
    The following IP phone is supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process:
    • Grandstream WP810
  • Sync Do Not Disturb (DND) from IP phone to client
    When a user set DND on their IP Phone, then all other Zoom endpoints used by the user will show as DND and will not receive incoming calls. The following devices are supported:
    • Poly Edge E, EdgeB, and VVX
    • Yealink Tx series
      Submit a request to Zoom Support to enable this feature.
  • Enhancement to Phones & Devices dashboard
    The Phones & Devices dashboard has been enhanced to address the number of users using the Zoom client for Zoom Phone. Admins can see the client type the user is using and their number of registration against that client. Those data can be exported to a CSV file.
  • Firmware upgrades
    The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
    • AudioCodes
      • 445HD, 450HD, C450HD, RX50
    • Grandstream
      • WP810
    • Yealink
      • CP925, T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W, T58W, W70B, W80DM, W90DM
      • W53H, W56H, W59R, W73H

Resolved issues

• Minor bug fixes

Release notes for Zoom Virtual Agent

Changes to existing features

• Train domain with single intent
  Account owners and admins can now create and train domains that have a single intent. Previously, at least 2 intents are required in the domain to train and publish it.
• Support for Knowledge Base Group
  Zoom Virtual Agent account owners and admins can now choose between a single knowledge base source, which is already available, and Knowledge Base Group. The Knowledge Base Group option allows businesses to select specific groups of knowledge base articles that they want their bot to use. With this new feature, businesses can create a personalized bot that returns only relevant content, making it easier for users to find the information they need quickly. In addition, businesses can exclude specific content that they do not want to be shown, such as temporary articles or articles that should not be discoverable.

New and enhanced features

• Intent Manager setup guide
  Intent Manager setup guide is available on the Intent Manager page to help new users understand and build domains and intents. The setup guide explains the definition of domain and intent, their roles in Virtual Agent, and how they work. Users have the option to show or skip the setup guide.
• Pre-built intents by industry or department
  Account owners and admins can view and search for pre-built intents related to their business. This makes intents readily available to new users and makes constructing and training models less intimidating.
• ServiceNow chat integration
  Account owners and admins can integrate Zoom Virtual Agent with ServiceNow to enable the chatbot to connect users to a live ServiceNow agent.
• Salesforce chat integration
  Account owners and admins can integrate Zoom Virtual Agent with Salesforce to enable the chatbot to connect them to a live Salesforce agent.
• Salesforce ticket submission
  Account owners and admins can raise and submit a ticket to the CRM from the Zoom Virtual Agent chatbot.
• Improvements on CollectInput widget
  CollectInput widget has been improved so that admins can easily set up their Quick Reply buttons. Improvements include a new UI for switching between Text Input and Quick Replies, enabling Zoom Virtual Agent account owners and admins to choose whether button selection is required or if text searches will also return results, and adding description in the CollectInput setup panel.
• Send customers to a specific support channel
  Zoom Virtual Agent account owners and admins are now able to set up an exit point for their bot flow through a specific channel or set of channels. This allows businesses to design flows that intentionally escalate to another channel to better fit their business processes.
• Data retention setting sync
  Integration between Zoom Virtual Agent and Zoom Contact Center has been enhanced so that if a user changes the data retention setting for messages in Zoom Virtual Agent, it is also changed in Zoom Contact Center. This change is indicated in the tooltip and header description to reflect its shared status. Clients who have Zoom Contact Center and Zoom Virtual Agent together and have different settings in each product will have their Zoom Contact Center setting migrated to their setting in Zoom Virtual Agent.
• Solvyy clients configuration/data migration
  Solvvy clients who are migrating to Zoom Virtual Agent can now migrate their intent assets, including intent name, description, training phrases, and regex and text-based rules per account. This allows for a seamless transition and eliminates the need to recreate intent assets.
• New web crawler for knowledge base
  Customers who have existing knowledge base content on their website can now easily keep their chatbot's answers up-to-date using a new web sync feature. This feature uses a customer's existing sitemap and allows users to select a target domain, pull in content, and customize the crawler to select only meaningful parts of their knowledge base. This website content can be trained just like API and manual content to improve the answers provided to end users.
• WYSIWYG editor for manual knowledge base
  A text editor has been added to the manual knowledge base, which enables users to add styling to knowledge base items without requiring knowledge of HTML. This allows users to view the outcome of their work as they create it, improving productivity and the user experience. Additionally, the styling on the Content field will be displayed, providing users with an easier way to see the outcome without relying on HTML tags.
• Auto-creation of entry IDs
  Bot flow builder feature now includes auto-creation of entry IDs in the Main Flow to reduce the number of steps to launch your Bot. This feature simplifies the process of adding widgets and makes it easier for new admins to get started quickly.

Resolved issues

• Minor bug fixes