| Type | Feature title | Description | Platforms |
|---|---|---|---|
| Admin features | |||
| New or enhanced feature | Virtual streams for custom music on hold management | Account owners and admins can create virtual streams in the Zoom Phone asset library to connect external music-on-hold streams to Zoom Phone extensions. Virtual streams act as an intermediary layer, so if an external stream is removed, it does not need to be manually reassigned across all affected extensions. Each virtual stream can be configured with a name, description, an external stream source, and a Zoom Phone music-on-hold source as a backup when the external stream is unavailable. Admins who already have external streams assigned directly to extensions can continue using those assignments and migrate to virtual streams at their own pace. Customers will be able to use Easy on hold as the first vendor for custom music on hold. | Web portal |
| New or enhanced feature | Migrate Zoom Virtual Agent Receptionist to AI Receptionist extension | Account owners and admins can view and manage all existing virtual agents from a dedicated list under Phone System Management > AI Receptionists in the admin web portal. Virtual agents previously embedded within Auto Receptionists, IVR menus, Call Queues, and Shared Line Groups are migrated into this standalone view as independent extensions. Each virtual agent inherits the site assignment from the Auto Receptionist, Call Queue, or Shared Line Group it was originally associated with. Virtual agents connected to Auto Receptionists are categorized as Classic, and their names match the corresponding agent names defined in AI Studio. Auto Receptionists retain their existing extensions and phone numbers following migration. | Web portal |
| AI features | |||
| New or enhanced feature | Enhancements to the Zoom AI Receptionist skills library | Setting up skills for Zoom AI Receptionist is designed to be approachable for business owners. The skills library shows the same skills offered in the setup wizard, presented in a guided, plain-language format instead of the technical configuration that was previously required. Users who skipped a skill during setup can launch the same experience from the library and enable it without technical configuration. This helps make receptionist capabilities more accessible to small business customers who may not have worked through the older format. | Web portal |
| New or enhanced feature | Enhancements to onboarding for Zoom AI Receptionist, connecting checkout to setup in one flow | Purchasing and setting up Zoom AI Receptionist follows one continuous flow. When users arrive from the AI Receptionist marketing pages, checkout and free trial both list Zoom AI Receptionist as the first cart item, followed by Zoom Phone. Completing checkout leads directly into the setup wizard, which collects company details (website, uploaded files, or manually entered information) and a voice selection. The receptionist greeting populates with the business name, and each voice preview plays that same greeting. Once setup is complete, the receptionist is created, and the agent admin page opens, where skills can be added and Zoom Phone connected. | Web portal |
| New or enhanced feature | Enhancements to knowledge base setup for Zoom AI Receptionist | Knowledge base setup for Zoom AI Receptionist is designed to help users get started faster. The website crawler extracts business information quickly, so users can move forward without a lengthy wait. Once the crawl finishes, the extracted information displays on screen for review. Users enter their website URL, confirm the extracted details are accurate, and continue to the next step in one sitting. Faster knowledge extraction helps the receptionist reflect the business sooner, reducing wait time so users can spend more time preparing to take calls. | Web portal |
| New or enhanced feature | AI call summary event trigger for AI workflows | Workflow creators can configure AI workflows that are triggered the moment Zoom's AI completes a summary from the real-time transcript of a finished Zoom Phone call, without requiring the call to have been recorded. The trigger payload surfaces the full AI-generated summary as an inline text blob alongside call metadata including call direction, call type, site ID, owner ID, owner type, and participant details, giving workflow creators the context needed to act immediately without additional API calls. Workflows can be scoped at the account, site, or phone number level, and additional conditions are made available at the trigger node to apply separate logic for different call scenarios. The trigger node is also extended to include AI summary content, summary generation timestamp, etc. that workflow creators may need for further processing and other downstream actions. | Web portal |
| Call queue features | |||
| New or enhanced feature | Manual call selection from call queue waiting list | Operators and dispatchers with a Customer Engagement Pack license can view all waiting callers in a call queue or shared line group simultaneously and manually select which call to answer next, bypassing standard queue order. The waiting caller list displays each caller's phone number, caller name (CNAM), and wait time, allowing operators to identify and prioritize callers based on their own contextual knowledge. Selecting a caller from the list connects the operator to that call immediately, while the remaining callers continue waiting in the queue. This capability is available in Zoom Assistant and is restricted to trusted roles such as call queue managers and operators, preventing standard agents from overriding queue order. Admins can enable manual call selection for specific queues where operational workflows require it and have visibility into when manual prioritization occurs for auditing purposes. | Windows macOS |
| Device features | |||
| New or enhanced feature | Enhancements to shared line support for Cisco MPP and 9800 series desk phones | Shared Line Appearances and Shared Line Groups can now be configured directly by account owners and admins for Cisco Multiplatform Phone and 9800 Series desk phones, without the need to submit a service ticket request. Note that this feature may not be available in all regions. If it is unavailable in your region, the previous configuration process will remain in place. | Desk phones |
| New or enhanced feature | Enhancements to dial by extension DTMF timer settings in auto receptionist | Account owners and admins can configure a separate DTMF inter-digit timer for dial by extension on an Interactive Voice Response (IVR), which controls how long the system waits for additional digits after a caller presses the first digit. The timer accepts values from 1 to 10 seconds and defaults to 3 seconds, and is displayed only when Allow dial by extension is enabled. This timer operates independently of the Caller Takes No Action or Says Nothing After setting; once a caller presses a first digit, the dial by extension DTMF timer governs the wait for remaining digits rather than the no-action timeout. The Greeting Prompt DTMF timer is scoped to apply only when the auto receptionist routes to an IVR with dial by extension enabled. In all other configurations, the timer is not applied and the greeting routes the call immediately. The new timer is supported in Auto Receptionist and IVR phone setting templates and is exposed through the Auto Receptionist and IVR settings API. | Desk phones |
| Device management features | |||
| New or enhanced feature | Unmanaged device support for account administration | Account owners and admins can add and manage unmanaged devices within their Zoom Phone environment through the admin web portal. Unmanaged devices are those that fall outside the catalog of Zoom-certified or provisioned hardware, and this feature makes them visible and configurable alongside standard managed devices. This expansion allows organizations that rely on a mixed device environment to consolidate device oversight within a single admin interface. | Web portal |
| New or enhanced feature | Firmware upgrade | The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
| Desk phones |
| New or enhanced feature | Firmware deprecation | The following firmware versions will be deprecated on May 31, 2027:
| Desk phones |
| New or enhanced feature | Enhancements to emergency calling in deskphone call control mode | Users in call control mode with a connected deskphone have emergency calls routed using the deskphone's address information. When connecting to a deskphone with an unknown or unresolvable address, users receive a prompt on the Phone in the Zoom Workplace app to set an emergency address. Emergency addresses configured for a deskphone are stored in the backend and persist across restarts of the Zoom Workplace app or deskphone. When a user disconnects from a deskphone, emergency calls revert to using Phone the in Zoom Workplace app's address. If the Zoom Workplace app's location is unknown at the time of disconnection, users are immediately prompted to set an emergency address without waiting for a client restart. | Desk phones |
| Integration features | |||
| New or enhanced feature | Improved call update reliability for Zoom Phone for Zendesk desk phone calls | Calls answered on a desk phone now post one complete, accurate ticket update after the call ends, with no partial or duplicate updates. | Integrations |
| New or enhanced feature | Enhancements to the "Related To" dropdown in the HubSpot integration | Added Leads as a selectable option in the "Related To" dropdown for Zoom Phone HubSpot integration, enabling users to associate calls and SMS with HubSpot Lead records. | Integrations |
| Number Management features | |||
| New or enhanced feature | Enhancements to spoofed number blocking | Account owners and admins can enable or disable Block Spoofed Numbers directly from Account Management > Account Settings > Zoom Phone. When the toggle is on, a suboption allows PSTN calls whose From number matches the From number of an in-progress Zoom-originated call, supporting legitimate callback scenarios; disabling the suboption applies standard spoof-block behavior to all such calls. Admins can maintain an Allow List of trusted numbers that are never blocked by spoof logic, regardless of the toggle or suboption state; invalid number formats are rejected and duplicate entries are de-duplicated automatically. A confirmation dialog appears when the toggle is changed, and all setting changes are auditable. Accounts previously configured with the backend flag have the toggle and suboption pre-checked after migration, preserving their existing protection with no action required. | Web portal |
| Phone features | |||
| New or enhanced feature | Refreshed desktop app experience for Zoom Phone users | The new Zoom Phone experience in the Zoom Workplace desktop app offers a refreshed look and more streamlined workflow. This feature is disabled by default. Account owners and admins can configure availability at the account, group, or user level using the Use updated Zoom Phone interface for desktop app setting. When enabled, admins can choose one of the following access options:
| Windows macOS |
| User features | |||
| New or enhanced feature | Phone call ringing event trigger for workflows | Workflow creators can build automated Zoom Phone workflows that fire the moment a call enters a ringing state, before it is answered, declined, or missed. The trigger applies to both inbound calls, when the called party's device begins ringing upon receiving a SIP INVITE, and outbound calls, when a 180 Ringing SIP response is received from the remote end. The trigger payload includes call direction (inbound or outbound), call type (direct, transferred, or queued), caller and called phone numbers, a ringing state timestamp, and the associated site, queue, or auto-receptionist where applicable. Workflow creators can use conditions available within the trigger node itself to branch logic based on call direction or type, scoping automation to specific call scenarios rather than firing on every ringing event across the account. This trigger supports pre-answer use cases such as surfacing customer records in a CRM, alerting supervisors, or logging outbound call attempts before the call is answered. | Web portal |
| New or enhanced feature | Enhancements to call handling device ring settings | Users can select which device categories ring for each call type, such as direct calls, call queue calls, shared line group calls, and shared line appearance calls, from a matrix on their web settings page. The available device categories are desk and IP phones, Zoom Phone Appliance, Zoom Phone on desktop, Zoom Phone web app, and Zoom Phone mobile apps. Users with sequential ring enabled can reorder their devices using a visible drag-and-reorder control in the web settings. Admins can view and configure these settings for any user from the admin portal. Users who have not configured these settings experience no change and all device categories ring for all call types by default. | Web portal |
| New or enhanced feature | Call connected trigger for Zoom Phone workflows | Workflow creators can build automated workflows triggered at the moment an incoming or outgoing Zoom Phone call connects between two parties. The trigger payload includes call direction (inbound or outbound), call type (direct call, transferred call, conference addition, or indirect call through an auto receptionist, call queue, or shared line group), connection timestamp, and the site, queue, or auto receptionist the call was routed through. This context allows workflow creators to use conditions within the trigger node to branch workflow logic based on call direction or type, scoping automation to specific call scenarios rather than every connected call. Workflows can be configured at the account, site, or phone number level, giving workflow creators control over where automation is applied. | Web portal |