Release notes for July 21, 2024
Changes to existing features
- New detailed calls dashboard for monitoring usage and adoption
The New View is implemented in the Usage & Adoption calls dashboard for Zoom Phone, becoming the default view. The New View label will be removed from the dashboard since it will be the primary view. Account owners and admins have access to this enhanced call logs view. This new view allows them to utilize advanced filters for various call attributes, including call type, result, extension type, number type, group, events within the call, spam, and result. Furthermore, the call path column provides comprehensive descriptions of the sequential steps involved in each call. - Auto-spam tagging for Enterprise accounts enabled by default
Account owners and admins no longer need to manually enable auto-spam tagging for their Enterprise accounts. The feature is enabled by default, allowing Zoom Phone to automatically analyze inbound calls and tag potential spam calls. This approach helps protect Enterprise users from unwanted and potentially malicious calls, improving overall call security and user experience. Enabling auto-mark spam uses call analytics to label potential spam calls for Enterprise customers.
New and enhanced features
- Admin features
- Quality of Service media and signaling packets tagging
Account owners and admins can tag their media and signaling packets with the appropriate Quality of Service (QoS) tagging to ensure that they are recognized and prioritized within their network. The default setting for the feature is disabled. This functionality allows packets from the Zoom app, VDI, Zoom Phone Appliances, Zoom Rooms, and certified desk phones to be tagged. In the case of desk phones, a resynchronization is necessary for the feature to take effect. - Manage the Zoom Apps icon for Zoom Phone through the Zoom Apps admin policy
Account owners and admins can control the availability of the Zoom Apps button in Zoom Phone through the existing admin Zoom Apps Quick Launch Button setting. Enabling this policy displays the Zoom Apps icon on the desktop app's Zoom Phone tab for all users in the account. The Zoom Apps launcher handles scenarios where no apps are available, preventing errors.
- Device features
- Assisted provisioning and video intercom support for Grandstream GDS3710
Account owners and admins can provision the Grandstream GDS3710 Video Intercom device through assisted provisioning. The device supports basic SIP calling features and can be configured to enable video intercom capabilities. Detailed instructions are provided to guide admins through the provisioning process from the device interface. - Firmware upgrade
The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
- Grandstream:
- GRP2601
- GRP2602
- GRP2603
- GRP2604
- GRP2612
- GRP2613
- GRP2614
- GRP2615
- GRP2616
- GRP2624
- GRP2634
- GRP2670
- Poly
- Yealink:
- Certified devices
Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:
- Integration features
- Integrated call disposition with call types in Hubspot
Users have the ability to add call disposition details, including selecting a call type, directly in the HubSpot CRM notes while on a call using the Zoom Phone softphone. The Call Type dropdown field is available in the HubSpot Notes section, listing all the configured call types. This integration eliminates the need for users to switch between applications during a call, improving efficiency and productivity. Additionally, account owners and admins can enable or disable the Call Type field in the Notes page.
- Phone features
- Expanded Zero-Touch Provisioning support for Avaya J100 series IP phones
Zero-Touch Provisioning (ZTP) is supported for the following Avaya IP phones and accessories: Avaya J189 and J100 expansion modules.
- User features
- SMS Auto Responder for Power Pack users
Users with a Power Pack license can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb mode. The auto responder can be configured to send a pre-defined response of up to 500 characters, with an option to append a personal note. Additionally, account owners and admins can also set auto responses for call queues and auto receptionists when no users are available in the call queue or for closed hours. The SMS auto responder is available at the account, site, group, and user levels. - Enhancements to personalized audio isolation
The personalized audio isolation feature enhances the call experience for mobile users by allowing clear conversations, even in loud environments. Users can control the personalized audio isolation feature for Zoom Phone calls on their iOS device (iPhone SE 2nd generation, iPhone SE 3rd generation, and iPhone 11 and later). Users can enable or disable this setting in the Audio tab under the Settings menu on their Zoom mobile app.
Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024. - Aimed call park retrieval for desktop and mobile devices
Users can view and retrieve parked calls, park calls to specified locations, and configure park locations using keys and positions on their desktop and mobile devices, using the Zoom app. This feature aligns the call park experience across IP devices and desktop/mobile apps, enabling users to manage parked calls consistently regardless of their device.
Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024. - General availability of Zoom Phone UK SMS and voice with mobile numbers
The ability to use mobile numbers for SMS and voice calling in the United Kingdom (UK) is generally available to all eligible Zoom Phone users.
Resolved issues
- Resolved an issue where a different session ID was returned for the same conversation via the Zoom Phone SMS API.
- Resolved an issue for customers receiving the following error message every time they composed an SMS message: "We don't know if this number has given consent. Only message this user if they have given consent."
- Resolved an issue regarding when a common area phone (CAP) was deleted, and the CAP was not removed from the database if it was previously a shared line group (SLG) member.
- Resolved an issue where the reports do not change and still show calls that were not subject to charges when accessing the Phone System report and selecting Show Charges Only.
- Resolved an issue where the caller ID did not show Hide Caller ID when a user was part of a shared line group (SLG), or the caller ID did not show Extension number when a user was part of a call queue.
- Resolved an issue where duplicated call queues did not show up in the Voicemail or Lines tab on the Zoom desktop app when call queues (CQ) were duplicated and had a voicemail access member list; additionally, fixed an issue where it showed the users correctly assigned in the Zoom web portal, but they did not have access to the desktop application.
- Resolved issues where the voicemail_greeting_id is missing for the GET call handling setting API of the call queue and where updating voicemail_greeting_id would only update the voicemail greeting to default audio, rather than the inputted value for the PATCH call handling setting API of the call queue.
- Resolved an issue where an error message appeared, stating "CSV Import Check Pending User," when a CSV import was used to move Zoom One licensed users from Zoom Phone pending to Zoom Phone active.
New and enhanced features
- Admin features
- Messaging channel support for Zoom Workforce Management
Zoom Workforce Management now supports the unified messaging channel that combines chat and SMS used by Zoom Contact Center. Users can create queues and service groups for the messaging channel. They can also import historical messaging data for forecasting and reporting purposes. This enables Contact Centers to optimize their workforce and provide a smooth experience across multiple channels. - Meeting scheduler bulk actions for dynamic and fixed meeting scheduling
Workforce Management admins and supervisors can utilize fixed meeting scheduling to select a group of agents and assign them to a meeting at a predetermined time. Additionally, they have the capability to leverage dynamic meeting scheduling, which analyzes a day range of requirements and determines the optimal times to schedule activities within the scheduling groups. This allows for efficient scheduling and resource allocation. - Notifications for workforce management events
Users will receive in-app notifications within the Activity Center for various workforce management events. Admins and supervisors are notified when forecast and schedule generations complete, and when agent vacation requests or schedule change requests require action. Agents are notified about upcoming schedule changes, new schedule generations, changes to existing schedules, vacation request status updates, and the status of self-initiated schedule change requests. This helps users stay up-to-date on critical workforce management activities without needing to constantly monitor the application. - New agent portal in Workforce Management
Workforce Management admins and supervisors can access a new agent portal within Zoom Workforce Management, where they can view and manage all agents and their corresponding details. They can see a grid listing of agents with their scheduling group, shift template, and other relevant information. Supervisors and admins can filter and search for agents, and click into each agent's profile to view their contact information, notification preferences, and personal calendar with their work schedule. The agent portal allows for easy management and oversight of agents' availability and assignments. - Activity notes for Zoom Workforce Management schedule
When creating activities and assigning them to agents' schedules; supervisors and admins can now include notes. These notes are accessible by clicking on the activity in the schedules view, with an indicator showing the presence of a note. Notes can include Zoom meeting links or other relevant information. Agents can also view notes for activities on their individual schedules. This enhancement improves transparency and provides additional context for scheduled activities.
- Agent and consumer features
- Reforecast single day using intraday data
Users can reforecast a single day using intraday data. To show what will happen if the current day trend continues. Users can set the level of threshold to be alerted. The updated staffing data is displayed, allowing users to accept the reforecast and apply it to the schedule. - Adherence reporting by activity
Users can generate adherence reports based on specific activity codes or combinations of codes for agents, agent groups, or scheduling groups over a chosen time range. The reports display the total time agents were adherent or non-adherent for their scheduled activities. Users can also view adherence for on-time sign-on and sign-off compared to scheduled shift start and end times. This area of focus is not available for all WFM companies. Additionally, users have the option to export adherence report data to CSV for further analysis. These enhancements enable better visibility into adherence trends and areas for improvement. - Frequently used activities
Users can view the first ten most frequently used activities over the past 20 days on the schedules page for easy drag and drop. This feature is dynamically presented based on the individual user's most frequently used activities. For new users, activities will be ordered alphabetically. This allows users to quickly access their most commonly used activities when scheduling.
Resolved issues
- Minor bug fixes
- Security enhancements
For full notes including version numbers, please see the operating system release notes.
Windows | macOS | Appliances | Zoom Phone Appliances | iPad
Resolved issues
- Resolved an issue where declined or canceled meetings were still appearing in the meeting list of a Zoom Room integrated with Google Calendar. - Win, Mac, Appliances, ZP appliances, iPad ZR
- Resolved an issue that made Zoom Phone unavailable. - Appliances, ZP appliances
- Resolved an issue where shared content was not displayed in full screen mode. - Appliances
- Minor bug fixes - Win, Mac, Appliances, ZP appliances, iPad ZR