Release notes for December 17, 2022

• Release notes for Workspace Reservation
• Release notes for Zoom Contact Center
• Release notes for Zoom Events
• Release notes for Zoom Phone Hybrid Local Survivability module

Release notes for Workspace Reservation

New and enhanced features

• Admin features
  • Control desk and room reservations for users
    Account owners and admins can control how far in advance users can reserve desks and rooms. They can also configure and set the number of desks that a user can book concurrently.
  • Edit workspaces through CSV import
    Account owners and admins can edit existing workspaces on their Zoom account when importing a CSV file of workspaces in the web portal. If the account owner or admin import a CSV file containing a workspace that already exists on the account, any edits or changes from the CSV file are applied to the workspace.
• User features
  • Suggest dates to come into office
    Workspace Reservation will suggest a date and time for users to come into the office based on a user’s schedule and their frequent collaborators. Users will also receive a seat recommendation, based on colleagues the user frequently interacts with.
  • Add existing Zoom meeting to room reservation
    When booking a room, users can retrieve and add an existing Zoom meeting that they are the host of to their room reservation.
  • Delegate workspace reservation
    Users can assign the ability to create workspace reservations on their behalf to other users in their account.
• Scheduling Display features
  • Display QR code when booking rooms on Scheduling Display
    Account owners and admins can require authentication for reservation on a scheduling display, providing the ability to restrict room reservations to certain users. When required authentication is enabled, a QR code is displayed to the user (performing the reservation) to scan and authenticate themselves before completing a booking of a room on a scheduling display. By authenticating, the reservation will also be added to the user’s upcoming reservations and calendar.
• Developer features
  • Workspace APIs
    New Workspace Reservation APIs are available for developers in the [Zoom Developer Program]. With these APIs, developers can create, delete, and update workspaces. The following APIs are available:
    • Add a Workspace: Add a workspace to a Zoom account.
    • Delete a Workspace: Delete a workspace from a Zoom account.
    • Update a Workspace Profile: Update basic information on a specific workspace in a Zoom account.

Resolved issues

• Minor bug fixes

Release notes for Zoom Contact Center

Changes to existing features

• Automated routing announcement removed
  When a flow routes or overflows an engagement to a voice or chat flow, Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being transferred. Account owners and admins can use the Send Media widget if they still want to have an automated announcement. This change applies to the following configurations:
  • In the flow editor, the Route To widget routes to another flow.
  • In voice queue settings, the overflow option is set to Overflow to Flow.
  • When an agent transfers a voice call to a flow.
• Third-party bots moved to Integrations
  Third-party bot integration settings have been moved to the Integration Bots tab in the Integrations page.

New and enhanced features

• Administrator features
  • WAV file for voicemail notification
    If account owners or admins set up voicemail email notification, they can choose to attach the voicemail in WAV format. This feature must be enabled by Zoom.
  • Set outbound caller ID in Route To widget
    If the Route To widget is configured to route to an external phone number, account owners and admins can set the outbound caller ID used to place the call. They can select a flow-based phone number or the original caller ID of the caller, or the caller ID of a voice queue.
  • Video engagement events
    Account owners and admins can view the following video events in the engagement log:
    • Upgrade voice engagement to video
    • Hold or un-hold
  • Automatic call distribution (ACD) metrics
    ACD engagements are those that are routed to an agent by a queue. Account owners and admins can view the allocation of ACD versus non-ACD voice engagements using historical agent reports. They can also filter for null queues (labeled as No Queue Used) in the agent report, voice call logs, and engagement logs.
  • Search and filter by engagement ID
    Account owners and admins can view the engagement ID in real-time and historical queue detail reports. They can also search and filter by the engagement ID to easily cross reference an engagement from the engagement log.
  • Enhancements to queue detail report
    The queue detail report has new filters and sortable fields. New filters include engagement events.
  • Conference call events
    Account owners and admins can view conference call events in the real-time engagement details and engagement log.
  • Identify conference calls in voice call log and charge report
    Account owners and admins can identify which engagement initiated a conference call in the voice call log and charge report. They can also see details like the associated duration and charge.
  • Enhancements to analytics wallboard
    Account owners and admins can customize the width of table tiles to condense the information displayed. They can also filter or sort table data within tiles, then save the filtered view.
  • Enhancement to phone number ordering
    If account owners or admins search for additional toll-free or virtual service numbers but none are available, they can request additional phone numbers by clicking a button that redirects them to a form.
  • Settings for engagements upgraded to video
    If account owners or admins enable the upgrade to video feature in a chat, SMS, or voice queue, they can configure the relevant video settings for upgraded engagements.
  • Auto-close messaging engagements
    Account owners and admins can configure when messaging engagements in a flow are automatically closed due to inactivity. This is set to 30 minutes by default.
  • Web chat typing indicator
    Consumers in a web chat engagement will see an indicator when the agent will actively typing a message. Agents will also see when consumers are typing in web chat. Additionally, consumers will see a typing indicator when flow messages are being sent. The length of the typing indicator for flow messages can be configured by the admin.
  • Account, queue, and flow business hours
    Account owners and admins can configure business and holiday hours from a central page and apply them to queues or flows. They can also set default business and holiday hours for the account.
  • Enhancement to voice call transferring
    When supervisors or agents transfer a voice call to another contact center user, they will be notified if the user is available. If the user isn’t available, they can transfer to another user or transfer to a voicemail inbox accessible by the user (if applicable). Also, filters have been added to the transfer interface so they can filter by queue, contact, or flows.
  • UI enhancements for controlling agent transfer options
    There are several minor UI enhancements to make it easier for account owners and admins to control the queue, users, or flows that agents can transfer to.
  • Role privilege for accessing address book in client
    Account owners and admins can enable or disable the Address Book tab privilege in role settings to control if agents can access the address book in the Zoom desktop client.
  • Support for global variables in consumer routing profiles
    When configuring global variables, account owners and admins can enable an option to use the variable in consumer profile profiles. After enabling, admins can add the variable as an attribute to a consumer routing profile and set relevant conditions.
  • Enhancements to video experience
    There are several enhancements to improve the video engagement experience for agents and consumers:
    • When ending an engagement, agents will be prompted to confirm before the engagement has ended.
    • When ending an engagement and there’s another user in the engagement, agents can change the host to that user.
    • When the engagement has ended, consumers will see a reason for the video engagement ending. They will also see the previous in-video chat messages.
  • Agent work sessions
    Account owners and admins can enable agent work sessions in account-level preferences. If enabled, agents will be asked to start a work session when they open the Zoom Contact Center desktop client, and can end it when finished. Admins can time out an agent’s session when they stop interacting with the Zoom Contact Center desktop client. Agents will have 3 minutes to choose to continue the session or they will be switched to an offline status. This feature must be enabled by Zoom.
  • Captions and live transcriptions
    Agents or consumers can turn captions on or off. Admins can enable or disable captions or live transcriptions using the web portal. This feature is only available in English. In addition, the existing closed captioning sizing settings in the Zoom desktop client apply to Zoom Contact Center engagements. Previously, agents were not able to change the size of closed captioning in Zoom Contact Center.

Resolved issues

• Minor bug fixes

Note: The Video transcripts and Queue selection enforced for direct voice transfers features have been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

Release notes for Zoom Events

Changes to existing features

• Separation of Zoom Events chat and Meeting chat
  Zoom Events chat is now independent of the Meeting chat setting and will continue to operate even if Meeting chat is disabled. Admins may specifically disable Zoom Events chat through the new Zoom Events settings tab in the Zoom web portal. Previously, when admins disabled the Meeting chat feature, Zoom Events chat would also be disabled.
• Zoom Events in-session resources
  Hosts now have a specific resource location to add resource links for attendees to click on within Webinar sessions. Hosts can use this in-session tool to display a notification that directs attendees’ attention to the host’s resource link. Additionally, hosts can invite speakers to edit their session and add their own resource link for their assigned sessions. This feature will not be immediately available, as it is dependent on a backend server update, currently scheduled for December 21, 2022.

Resolved issues

• Minor bug fixes

Release notes for Zoom Phone Hybrid Local Survivability module

New and enhanced features

• Routing rules for the ZPLS module
  Administrators can now enable the option to have the ZPLS module utilize routing rules based on the routing rule configuration at the account and site level.
• Support for receiving calls via extensions in Local Survivability mode
  When Local Survivability is enabled, users can now receive calls dialed via extensions (not using the E164 format).
• Enable ZPLS at user group level
  Administrators can now enable ZPLS at the Zoom Phone user group level, instead of account or site level. If not enabled at the group level, users will still have access if enabled at the site level.

Resolved issues

• Minor bug fixes
• Security enhancements