Release notes for March 17, 2024

• Release notes for Zoom Virtual Agent
• Release notes for Zoom Phone
• Release notes for Zoom Phone Hybrid Local Survivability module

Release notes for Zoom Virtual Agent

New and enhanced features

• Enhancements to video URL functionality in bot flows
  Admins can easily embed video in bot flows by entering a URL, rather than needing to download and upload a file. For supported sites like YouTube, Vimeo, and Dailymotion, the video title and thumbnail are automatically populated. Admins can override the title if needed. For other sites, admins can manually enter a title and upload a thumbnail image. Users can play the videos directly within the chat . This enhancement simplifies the process of adding engaging video content to bot flows.
• Display all available Zoom Virtual Agent support channels when used inside Zoom Contact Center
  When a Zoom Virtual Agent bot is added to a Zoom Contact Center chat flow, all support channels set up by the admin including phone, link, email, and contact center chat will be shown. Previously, not all configured support channel options were displayed to end users. This gives end users the full range of options to resolve their issues through their preferred channel. 
• Support for knowledge base AI-generated queries
  Zoom Virtual Agent admins can opt in to AI-generated queries to help jump start knowledge base coaching. This feature leverages AI to generate queries based on knowledge base content. This allows knowledge base admins to efficiently train the system to align with specific company content. It is recommended that admins select the most frequently used articles to optimize efficiency. Once selected, admins can review the AI-generated queries and the best answers recommended by the model, change to a new answer, delete, or coach. 
• Enhancements to language detection for PDF-based knowledge bases
  A new enhancement has been added to improve language detection for PDF-based knowledge bases. Previously, the language was set based on the source website URL. Now, the system will first check the PDF metadata for language information. If no language is set in the metadata, it will fall back to detecting the language from the source URL. This provides more flexibility and accuracy in supporting multilingual PDF knowledge bases. Users will benefit from having their PDF articles correctly grouped by language.
• Query disposition tracking and reporting
  The tracking and reporting of query dispositions has been improved to provide more visibility into coaching activity over time. Users can view historical counts of queries that have been coached or trained. Date range filters enable tracking coaching completed in different periods. The feature provides account owners and admins better insights into the total amount of coaching done to date.
• Enhancement to import and export of intent training phrases
  Account owners and admins can download and upload a CSV file containing the training phrases and languages. The CSV file can then be edited and uploaded to update the training phrases. During the import process, duplicate queries are skipped, and new phrases are added. Account owners and admins can enter the language for each phrase in the language column. This simplifies bulk editing of intent training phrases across languages. This enhancement provides a more efficient workflow for managing intent training data.
• Customize how knowledge base articles are viewed when presented to end users
  When displaying answers to end users, admins can choose whether knowledge base article links open in the same window as the bot or a new tab. The default setting opens articles in the same window, which helps reduce abandoned engagements. Having links open in the current window provides a more seamless experience for end users by keeping the chat and article visible. Admins can enable the option to open links in a new tab if they prefer. This enhancement gives admins more control over the knowledge base article link experience.
• Enhancements to image display in web chat
  Customers can easily expand any image sent by an agent or bot to its full resolution with a simple click. The expanded view enables zooming in and out for closer inspection. Clicking on an image at the right top corner provides the option to download it. These enhancements allow customers to more easily view and save images shared during a chat session.

Resolved issues

• Minor bug fixes

Release notes for Zoom Phone

New and enhanced features

• Admin features
  • New member availability report
    Account owners and admins can generate a member availability report to view real-time visibility into members' status and availability across call queues. This report shows each agent's Zoom client presence status and call status. Admins can also select a specific call queue to view a member's status. Please note, that the member aggregate number will be removed in the future to avoid confusion on available agents. Please, submit a request to Zoom Support to enable this feature for your account.
  • Efficient bulk site creation and management via CSV import/export
    Account owners and admins can efficiently create and manage large numbers of sites in bulk by importing and exporting CSV files. This feature helps admins save significant time creating and managing their sites.
  • Enhancement to the call log
    The auto receptionist call details have been added to the call log and the data is reflected in the auto-receptionist and user performance reports.
  • Reduce robocalls with new call screening
    A new call screening feature to help users reduce unwanted robocalls has been implemented. Account owners and admins can enable the Call Screening feature at the account, site, group, user, common area, auto-receptionist, call queue, and shared line group. This feature is enabled and unlocked by default for the entire account. Please note that if Spam priorities are enabled for the account, this feature doesn't overwrite those priorities.
  • Customizable hold music for parked calls
    Account owners and admins can customize the hold music heard by callers when their calls are parked. This enables setting hold music for parked calls separately from the account's default hold music. Admins can customize their parked call audio at the account or site level.
  • Enhancement to SMS feature to enable exporting SMS messages logs via CSV download
    Account owners or admins with privileges can download their SMS logs in CSV format to export them without API. The follow-up release will have content in the download.
  • Enhancement to the Zoom Clients registration dashboard
    The Zoom Clients real-time and historical dashboard has been enhanced to provide the following data:Real-time:
    • Last registration time and status
    • Last registration IP address
    Historical:
    • Successful registration over a selected time range
    • Failed registration over a selected time range
    • Total count of successful and failed registration
  • Enhancements to prevent unauthorized audio uploads in Zoom web portal
    Account owners and admins can now set a policy to prevent users from uploading audio files in the Zoom web portal. This prevents users from uploading copyrighted audio content for features like voicemail greetings, music on hold, and call queue announcements. When enabled, users will be unable to upload audio to the Zoom web portal. Users can still record or generate audio using text-to-speech. This enhances Zoom's ability to avoid copyright issues.
• Device features
  • Enhanced control and activation for mobile common area phones
    Admins can now enable or disable in-call features such as call park, transfer to room, and transfer to carrier. The update also includes the ability to export QR codes in bulk, and selectable expiration dates for activation codes help simplify mobile Common Area Phone deployments.
  • Poly Edge-E devices silent re-sync
    Poly Edge-E series devices will no longer reboot when users are added or removed from a group call pickup on these devices.
  • Enhancement for Outbound caller ID on Poly IP phones
    Users of Poly IP phones can now see the name of the person they're calling on their devices, in addition to the caller number ID that was previously displayed. The feature is supported on the following Poly devices:
    • Edge E series
  • Firmware upgrades
    The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
    • Poly:
      • Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550
      • VVX101, VVX150, VVX201, VVX250, VVX301, VVX311, VVX350, VVX411, VVX450, VVX501, VVX601
    • Yealink:
      • CP965
      • T43U, T46U, T48U
      • T53, T53W, T54W, T57W, T58W
      • VP59
      • W70B, W80DM, W90DM
    The following devices can be manually upgraded:
    • AudioCodes:
      • M500Li, MP-504, MP-508, MP-1288
  • Device supported features
    The Busy Lamp Field (BLF), Hot Desking, and Basic Call Park via DTMF are now supported on Avaya J100 series IP phones.
  • Sync call forwarding between desktop and IP phones
    Users using the Zoom app to receive phone calls can now forward their calls to users receiving calls on their IP phones. Admins can enable call forwarding sync at the account, site, group, or user level. When enabled, users' IP phone call forwarding settings will sync with the desktop client. This provides a consistent call-forwarding experience across devices. The feature is supported on certified Yealink Tx series phones and is not supported in common areas. Please note that call forwarding to voicemail/videomail is unavailable when this feature is enabled. Admins can submit a request to Support to enable the Call Forwarding settings sync with client feature for their account.The following Yealink devices are supported:
    
    • T43U, T46U, T48U
    • T53, T53W, T54W, T57W, T58W
    • VP59
• Integration features
  • Enhancement for SMS for Zoom Phone for Salesforce Lightning
    Users can conveniently click on image links within their SMS conversations to seamlessly view the images. Additionally, an option to download these images is now available, offering a more user-friendly and versatile experience.
  • Enhancement to agent note for Zoom Phone for Salesforce Lightning
    Account owners and admins now have the option to configure whether the delete button is enabled or disabled in the agent notes screen. Previously, the delete button was always visible. With this new configurable option, admins can disable the delete button by default, preventing accidental note deletion and improving data integrity.
  • Prevent contacts and tickets creation from internal Zoom calls for Zoom Phone for Zendesk
    Account owners and admins can enable or disable the automatic creation of contacts and tickets for internal calls. Disabling this feature prevents the system from generating unnecessary records from internal team communications.

Release notes for Zoom Phone Hybrid Local Survivability module

Resolved issues

• Minor bug fixes
• Security enhancements