• Release notes for Zoom Phone
• Release notes for Zoom Workforce Management
• Release notes for Zoom Clips

Release notes for Zoom Phone

New and enhanced features

• Admin features
  • Enhancements to mobile common area phone device management in the Zoom web portal
    Account owners and admins can filter the Common Area device list to show only mobile Common Area Phone (CAP) devices. A new status column allows admins to see activation status. Error messages are improved to be more clear and actionable. These enhancements allow account owners and admins to identify mobile CAP devices needing attention, understand errors, and make changes efficiently.
  • Include shifting hours in subscription center reporting
    Account owners and admins can configure shifting hours for agent groups in subscription center reports. When generating daily reports, admins can specify time windows to view data from particular shifts. For weekly and monthly reports, account owners and admins can also choose the date range they want for a report. The new options allow businesses running multiple shifts to better analyze performance during different hours of the day. With this flexibility, admins can gain more targeted insights into contact center operations.
  • Enhancements to SMS campaign creation to improve approval rates
    There are several enhancements to improve the 10DLC SMS campaign creation process and approval rates, including expanding text fields, adding information buttons with guidance, requiring confirmation of website updates, allowing additional message customization, and providing clearer rejection reasons. Account owners and admins are guided through the required steps to create compliant campaigns that have a higher chance of approval.
  • Audio Intercom enabled by default for new accounts
    The Audio Intercom policy will be enabled by default at the account level for all new accounts created. By making Audio Intercom available by default, new account owners and admins will have immediate access to real-time voice collaboration through intercom for their organization.
• Developer features
  • New webhooks provide recording completed events for call queues and common areas 
    New webhooks send recording completed events for call queues, common areas, and users. Users who are part of the access member list will receive recording completed notifications for call queues and common areas. This allows apps that rely on these events to work consistently across user-level and account-level apps.
• Device features
  • Firmware upgrade
    The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
    • AudioCodes
      • 445HD
      • 450HD
      • C450HD
      • RX50
    • Cisco
      • CP6821
      • CP6851
      • CP6861
      • CP6871
      • CP7811
      • CP7821
      • CP7832
      • CP7841
      • CP7861
      • CP8811
      • CP8832
      • CP8841
      • CP8845
      • CP8851
      • CP8861
      • CP8865
• Host features
  • Enable hosts to temporarily hold participants in multi-party calls 
    The conference host and co-host of a multi-party call can temporarily put one or all participants on hold. The host can toggle participants between being held or unheld. When a participant is held, they only hear the hold music set at the account level and cannot hear the main call. This enables hosts to have private conversations within a multi-party call. Hosts have options to start calls with all held, hold all at once, unhold all at once, hold individuals, and unhold individuals.
    Note: Account owners and admins must contact Zoom Support to enable the Multi Party Conferencing feature for their account. This feature must be enabled by Zoom.
• User features
  • Opt in or out of call queues from IP phones
    Users can opt in or out of call queues by manually dialing *85 followed by the call queue extension number. Once these digits are sent, if the conditions are matched, the user will receive a confirmation prompt. This provides more flexibility for users who are members of multiple call queues. This feature gives users more control over their call queue participation without going into the Zoom Workplace app. This feature must be enabled by Zoom.
  • Select correct Zendesk contact when a phone number matches multiple contacts in Zoom Phone app
    The Zoom Phone app integrated with Zendesk has been enhanced to handle situations where a phone number matches multiple Zendesk contacts. When a match occurs, users will see an indication next to the contact info showing the number of matches. This indication is clickable, opening a pop-up window where users can view contact details and choose the correct contact. After confirming their selection, a Zendesk ticket will be created for the selected contact. This improves the user experience by preventing tickets from being created against the wrong contact. Additionally, an admin setting has been added to enable or disable this multiple contact selection feature.
  • Incoming call notification supports x,y coordinate configuration
    Users can choose the x,y coordinates for incoming call notifications. This allows custom positioning of the notification window on the user's screen. Those x,y coordinates are preserved so that the next incoming call appears as the same coordinates.
  • Share call details from the Zoom Phone History tab
    Users can access the Share call details feature in the Zoom desktop and mobile app History tab. This feature shares the call details with another contact and adds a personal note. For the call details and personal messages, users can choose to Save for later or immediately Share.
    Note: You must have the Zoom Phone Power Pack add-on to use this feature.

Resolved issues

• • Resolved an issue where the caller ID would not properly display to the recipient of the blind transfer in certain situations.
  • Resolved an issue where users could not access recordings linked in HubSpot and all recording links resulted in an error message.
  • Resolved an issue where Zoom Phone SMS Etiquette did not apply to messages.
  • Resolved an issue where users received error code 490 when adding virtual backgrounds to Zoom Phone settings for the account,
  • Resolved an issue where the Zoom web portal allowed users to create and submit SMS campaigns without the opt-in/opt-out and Help messages when Zoom Phone was not set up, causing multiple users' SMS campaigns to be rejected.
  • Resolved an issue where users received an error when replying to SMS messages.

Release notes for Zoom Workforce Management

New and enhanced features

• • • Admin features
      • Ability to revert schedules to previous versions with audit trail 
        Workforce Management admins and supervisors can revert back to a previous version of a schedule. The reverted schedule becomes the next entry on the audit trail, systematically mirroring the selected previous version. For example, if there are 5 entries from schedule creation to the current version, and the user selects to revert to the third entry, the sixth entry becomes the current version, reflecting the third entry. This feature allows admins to easily undo changes and restore previous schedule states, providing greater control and flexibility in managing schedules.
      • Bulk scheduling of fixed meetings for agent groups
        Workforce Management admins and supervisors can bulk schedule fixed meetings for a selected group of agents at a specified date, time, and duration. The meetings are added to the agents' schedules regardless of existing activities, with options to handle conflicts such as scheduling over conflicts or skipping conflicted agents. A warning is provided for agents with scheduling conflicts, and recommendations for alternative times can be generated. This feature streamlines the scheduling of training sessions or other fixed events for agent groups.
      • Enhancements to schedule reporting
        The schedule reporting has been improved, allowing users to export data for sharing or saving for further analysis. This enhancement enables more efficient collaboration and thorough examination of work schedules, leading to better resource management and planning.
      • Support for EU local deployments
        Zoom has added support for EU local deployments for Workforce Management.
       
    • Agent and consumer features
      • Ability to view peer schedules to facilitate shift trades 
        Agents can view the schedules of peers in their same schedule group. This read-only view shows current published schedules without notes or audit trails. Admins control access to this feature. By enabling this feature, agents can find suitable shift trade partners more quickly.
       

Release notes for Zoom Clips 

Changes to existing features

• • • Annotation default pen settings
      The Zoom Clip Annotation default pen has been changed to the vanishing pen which is more suitable when users want to highlight important points, underline text, and draw shapes and diagrams to reinforce concepts.

New and enhanced features

• • • Admin features
      • Ability to manage audio transcript availability on clip playback page 
        Account owners and admins can enable or disable audio transcript availability on clip playback page. Some clips don't have transcripts before turning on this setting. Transcripts for them must be manually enabled on the playback page.This setting is enabled by default and is available at the account, group, and user levels.
       
    • User features
      • Support playback thumbnail
        When users click and drag a clip's progress bar during playback, they can see thumbnail frames, allowing them to easily scrub through the clip and find the desired point in the video. Additionally, besides choosing a default video frame to begin with and uploading their own thumbnail, users can define their own thumbnail from the video.
      • Support transcription for uploaded videos
        If transcription is enabled, users can manually generate transcripts for uploaded videos and old clips.

Resolved issues

• • • • Minor bug fixes