Release notes for Zoom Phone

Zoom provides up-to-date release notes for Zoom Phone. This article contains information about recent changes to Zoom Phone, including new and enhanced features, updates to existing features, and bug fixes. In addition, you can find information about upcoming changes (if available) and see a full history of updates made in the last two years.

Note: API release notes only appear on the Zoom Marketplace website.

Upcoming release

November 17, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Multi-language text-to-speech audio prompt generation and merging	Account owners and admins can generate multiple audio prompts using text-to-speech (TTS) in different languages on the Zoom admin web portal. They can then merge these prompts into a single audio file, eliminating the need for third-party tools. A column and filter option displays how each audio was created, making it easier to manage assets. This feature empowers customers to create multi-language audio prompts for their IVRs without leaving the admin portal.	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: Poly Note: These devices will upgrade to version 9.0.0.10460. Trio C60 CCX400 CCX500 CCX505 CCX600 CCX700	Web portal
New or enhanced feature	Enhancements to data residency and encryption for AI features	Account owners and admins can manage data retention, residency, and encryption for AI features like call summaries, voicemail transcription, and videomail transcription. They can set retention policies aligned with existing retention settings for call logs, SMS/MMS, voicemails, and videomails. The data generated will be stored in the user's configured Communications and content storage location region, and encrypted with the customer's CMK keys if enabled. For zero data retention (ZDR) accounts, call summarization follows ZDR data residency rules. If CMK or Zoom key fallback is unavailable, admins receive notifications.	Web portal
New or enhanced feature	Display caller ID details for redirected calls on desk phones	Account owners and admins can enable the Set caller ID viewing preferences for redirected calls setting to display the name and number of the extension that last transferred a call to the receiving Zoom user or extension. This works for calls received via blind transfers and always call forwarding settings. The caller ID is displayed on the desk phone receiving the call. By priority, the supported model is the Poly Edge E series. This feature allows users to identify the source of redirected calls.	Web portal
New or enhanced feature	Delegate's business hours overriding delegator's hours for call routing	Admins and delegators can set an option to have their delegate's business hours override the delegator's business hours for call routing. This checkbox is available under the delegator's delegation privileges and applies to standard and VIP delegation. If enabled, the delegate will automatically opt out from receiving the delegator's calls after the delegate's business hours. This ensures calls are routed based on the delegate's availability during their working hours. The Shared Line Appearances toggles in the Zoom app will remain unchanged.	Web portal
New or enhanced feature	Admin role for shared line groups	Account owners and admins can create an admin role specifically for shared line groups (SLG). The SLG admin role has granular permissions to view or edit various SLG settings, including call handling, voicemail access and transcription, call logs, data residency, and membership management. They can also manage user access to voicemail and other SLG-specific features. This dedicated role allows customers to assign SLG management without providing excessive access to unrelated settings.	Web portal
Analytics features
New or enhanced feature	Improved warm transfer visibility and call log details	Account owners and admins gain better insights into call scenarios involving warm transfers. Within a call, they can understand who hangs up first by viewing the timestamp and indication of whether the caller or callee ended the call. Admins can check external call records to see if the Hide Caller ID feature was used. They also have visibility into which call logs were deleted by specific users when soft delete is enabled. Additionally, in the same log, admins can see the PSTN talks to the second user and the talking time duration for that. This enhanced level of detail in the call logs helps admins monitor call activity more effectively.	Web portal
Developer features
New or enhanced feature	Common area template assignment and PIN management	Account owners and admins can assign templates via API to common areas during creation or updates, ensuring consistent settings across devices. A new API allows them to update PIN codes for existing common areas in bulk. For automated provisioning workflows, these capabilities enable efficient configuration and management of common area phones at scale.	Web portal
Device management features
New or enhanced feature	Issued end-of-life for models in Device Management	Several device models are issued end-of-life (EOL) notices in the Zoom web portal. The EOL status will be displayed in the table view, when attempting to add the device, and on the device detail page. These device models include: Cisco 8845 Yealink W56P	Web portal
Changed feature	Increased assignee capacity for Poly Rove B4 device management	Account owners and admins can add up to 300 assignees to the Poly Rove B4 device in the Zoom web portal. Each assignee will support a single-line extension. If an extension is assigned multiple lines, such as shared line appearance or additional numbers, these will consume the 300-assignee limit. This increased limit allows for larger deployments of the Poly Rove B4 device. Previously, the Poly Rove B4 device limitation was 200 assignees.	Web portal
Integration features
New or enhanced feature	Display icon for available AI call summary in Zoom Assistant for Microsoft users	Microsoft users can easily identify when an AI-generated summary of their call is ready for review. The Zoom Assistant interface will display an icon to notify users that a summary is available. This enhancement streamlines the process of accessing AI-powered call insights, enabling users to quickly review and leverage the summarized information. This feature must be enabled by Zoom. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 18, 2024.	Windows macOS Linux VDI
New or enhanced feature	Contact popup management in Bullhorn	Admins have a new setting in Bullhorn to manage the automatic opening of contact records based on call type. For inbound calls, if the setting is disabled, the system will not open a contact record window but will continue to log the call. For outbound calls, if the setting is disabled, the system will not open a contact record window but will continue to log the outbound call. This setting provides control over system behavior and prevents issues like slow loading times and multiple windows opening.	Web portal
Phone features
New or enhanced feature	Speed dial key support for shared mobile experience	Account owners and admins can configure and add speed dial keys for common areas configured with shared mobile experience. The speed dials are added via the existing Keys and Positions workflow in the web portal or through bulk CSV import or API. When added, the speed dials sync to the Zoom mobile app and appear under the Lines tab. Users can easily place calls to the programmed numbers, such as call queue pickup codes, by selecting the speed dial. This feature must be enabled by Zoom. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 18, 2024.	iOS Android
User features
New or enhanced feature	Improved call control experience with desk phone connection alerts	Users receive a notification on the Zoom desktop app when their desk phone is disconnected from the desktop app due to rebooting or being offline. The notification persists until the connection is re-established or the user exits it. This provides better visibility into the desk phone's connection status when using the call control feature. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 18, 2024.	Windows macOS Linux

Resolved issues

Description	Platforms
Resolved an issue affecting users' ability to edit custom phone numbers for call queues and users. Users reported that they previously had View access in their roles, allowing them to add customized phone numbers, but were encountering an error message stating, "You do not have permission". As long as members have User and Rooms and Phone Number edit permission from their PBX role, they will be able to edit Customize Numbers for outbound caller IDs.	Web portal
Resolved an issue where the backend filtered all users in the group, and then queried all these users' call recordings. The issue has been fixed where the Zoom Phone Recording logs returned all results for the data range when filtering by user group, and the user group had 0 members.	Web portal
Resolved an issue where users were unable to sync when using the Sync with Teams button on the Users & Rooms page under Phone System Management . Previously, the window disappeared without an indication of an error or status indicator, and the sync was not performed in Teams. This issue has been fixed when pressing the Sync button.	Web portal
Resolved an issue where a 15-second delay occurred between dialing in the Zoom Phone integration for Microsoft Teams and the call registering in the Zoom app when trying to dial outbound.	Web portal
Resolved an issue where the Zoom Phone softphone did not accurately reflect and update transfer actions initiated through third-party applications. This issue has been resolved, and users can receive notifications in the Zoom Phone softphone when a call is transferred through a third-party application. The notification includes details such as the original call ID, the new destination, and the transfer status. The softphone interface updates to reflect the new call state after the transfer, including updating call status indicators, call logs, and relevant call information displays. This ensures users have a consistent and accurate view of all call transfer activities, regardless of where they are initiated.	Web portal

Released

Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.

October 20, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Private call park and aim call park support for Poly Edge E devices	Private call park and aim call park support has been extended to Poly Edge E devices. Account owners and admins can create private call park locations for Poly Edge E devices. This feature must be enabled by Zoom.	Web portal
New or enhanced feature	Improved voicemail notification email experience with deep linking	Account owners and admins can manage voicemail and videomail notification policies across various levels, including account, site, group, and extension levels (phone user, common area, call queues, auto receptionists, and shared line group). Users who receive an email notification for a new voicemail or videomail in their Zoom Phone voicemail inbox can click a deep link in the email to be redirected directly to the Voicemail tab in the Zoom app. If logged in, the deep link will take them to the specific new voicemail or videomail in expanded mode. If not logged in, they will be redirected to the login page before accessing the Voicemail tab. The minimum app version to support the link redirection to the Voicemail tab with the voicemail or videomail in expanded mode is 6.2.5. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for October 21, 2024.	Web portal Windows macOS Linux iOS iPad Android VDI
New or enhanced feature	Improved visibility of caller information for transferred and forwarded calls	Account owners and admins can configure caller ID preferences to ensure the name and number of the last extension that transferred or forwarded a call is visible to the receiving party. This functionality is supported on Yealink T-series desk phones for calls redirected through blind transfers or always call forwarding settings. By providing visibility into the call's origin, users can better manage and prioritize incoming calls.	Web portal
Analytics features
New or enhanced feature	Enhancements to cost center management	Account owners and admins can create user cost centers for charge tracking through single-sign-on (SSO) mapping, a dedicated field in meetings, or via API. Zoom Phone inherits the cost center from the meeting to phone.	Web portal
Client features
Changed feature	Improved outbound caller ID selection and display	Users can select the Your ext. XXX option as their caller ID on the Zoom Workplace app even if they have other outbound caller ID options to use. The wording for different caller ID options, including shared line groups (SLG)/shared line appearances (SLA) numbers and other DID types, has been updated to provide clearer information about the numbers used for internal and external calls. The Hide Caller ID option is also available if it's enabled by the admin. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for October 21, 2024.	Windows macOS Linux iOS Android
Device features
New or enhanced feature	Firmware upgrade	The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware: AudioCodes 445HD C450HD Cisco CP6821 CP6851 CP6861 CP6871 CP7811 CP7821 CP7832 CP7841 CP7861 CP8811 CP8832 CP8841 CP8845 CP8851 CP8861 CP8865 Poly Rove B1 Rove B2 Rove B4 Rove 20 Rove 30 Rove 40 Rove R8 Edge-E100 Edge-E220 Edge-E300 Edge-E320 Edge-E350 Edge-E400 Edge-E450 Edge-E500 Edge-E550 Yealink CP965 VP59 T31G T31P T31W T33G T34W T43U T44U T44W T46U T48U T53 T53W T54W T57W	Web portal
Integration features
New or enhanced feature	Enhancements to shared lines, enhanced speed dial, and transfer capabilities in Microsoft Teams	In the Zoom Phone integration with Microsoft Teams, users can add up to 100 speed dials and transfer active calls directly from the speed dial list. They can search contacts by name and phone number with real-time results, and the user interface is optimized for better usability. Users can transfer calls with the option to speak to the recipient before completing the transfer (warm transfer), transfer calls without notifying the recipient (blind transfer), or directly transfer incoming calls to voicemail. Users can also manage shared lines by viewing, selecting, and managing shared lines easily. The enhanced speed dial and transfer capabilities improve call management efficiency.	Web portal
User features
New or enhanced feature	Improved filtering and management for call history and voicemail	Zoom Phone users can multi-select filters from the History and Voicemail tabs on the Zoom mobile and desktop apps. They have the ability to clear out the applied filters with a single action. Additionally, users can access the trash bin and edit options to delete unwanted items from their call history and voicemail. This provides users with improved control and organization of their call history and voicemail data. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for October 21, 2024.	Web portal Web app Windows macOS Linux iOS iPad Android VDI Zoom Phone Appliances

Resolved issues

Description	Platforms
Resolved an issue where the maximum verification was applied when an admin bulk-updated phone sites even though they didn't reach the maximum limit.	Web portal
Resolved an issue where a New Extension Assigned email was sent to users, even when their extension numbers had not been changed, and when the Multiple Site setting was disabled.	Web portal
Resolved an issue when a voicemail was moved to Trash , and subsequently deleted from Trash , attempting to play that voicemail in the Call Path triggered the error message: "The caller encountered an issue when trying to leave a voicemail." This message was misleading, as it does not accurately reflect that the voicemail was deleted and is no longer available for playback.	Web portal
Resolved an issue where a pending user was deleted under Phone System Operation Logs in the Zoom web portal.	Web portal
Resolved an issue where the web client did not notify the Zoom app about external contacts, causing the contact name to be missing in Chat History.	Web portal
Resolved an issue where one call ID has two call logs.	Web portal
Resolved an issue where the common area Poly Obi 302 desk phone did not ring through to the common area and directly moved to forwarding during closed hours.	Web portal
Resolved an issue where the recipient viewed a message with scrambled letters and numbers and emojis and characters in raw format when sending them in an SMS message to a United Kingdom carrier.	Web portal
Resolved an issue where the holiday hours were displayed in the Greenwich Mean Time (GMT) time zone and did not follow each user's time zone for incoming calls when the account admin set up the holiday hours under the Default hours & force majeure events setting.	Web portal

October 4, 2024

Changes to existing features

Disable the beta feature for Automatic Call Recording
To provide additional functionality to our customers, Zoom released a beta feature for Automatic Call Recording that would give customers the option to further control the automatic recording of internal calls (calls made between users within an account) versus external calls (calls made to users/numbers outside of an account). Zoom will disable this feature for all beta participants on October 4, 2024. Zoom will assess this feature and will consider re-releasing this functionality at a future date.
Notes:
- Once this beta functionality is disabled, calls will continue to be recorded based on the existing Automatic call recording settings defined for users, common areas, or call queues. However, settings set up for internal/external will be removed from the admin web portal and all calls will be automatically recorded without the internal or external call distinction.
- If you need to limit the calls that are recorded automatically after this change, we recommend disabling the Automatic call recording setting, and using the Ad Hoc Call Recording setting instead. There will be no impact to saved recordings.
- Please contact Zoom Support if you have any questions or concerns.

September 14, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Provision pending users and manage Zoom Phone access	Account owners and admins can provision pending users with Zoom Phone licenses, phone numbers, call queues, and other features before users accept their account invitation. They can also control when users receive email notifications, access the Phone tab, and start making and receiving calls. Additionally, admins can filter and differentiate between pending and active users throughout the Phone System Management section in the Zoom web portal. This enables admins to fully set up and train their users before granting them access to Zoom Phone, ensuring a seamless onboarding experience. Note: This change will be rolled out to accounts over time, starting September 30, 2024.	Web portal
New or enhanced feature	Limit displayed outbound caller IDs for Zoom Phone clients	Account owners and admins can select up to 100 outbound caller IDs to be displayed in Zoom Phone. This feature limits the number of outbound caller IDs shown, preventing performance issues that may occur when a large number of caller IDs are displayed. Account owners and admin can enable or disable the toggle to select the 100 caller IDs available. Note: The display limits will be in effect at a later date. This feature must be enabled by Zoom.	Web portal
New or enhanced feature	Introducing Zoom Phone integration with Avaya Aura	Account owners and admins can enable SIP integration between Zoom and Avaya Aura, eliminating the need for Avaya Workplace clients. They can provision users to Zoom, configure SSO login, and enable features like call elevation to Zoom meetings, presence integration, and directory sync. Additionally, users can integrate Zoom Phone with the Avaya Aura on-premises system. Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for September 20, 2024. This feature must be enabled by Zoom.	Web portal
New or enhanced feature	Improved emergency address accuracy and compliance for EMEA countries	Zoom Phone (ZP) account owners and admins are required to create an emergency address when getting a number in Belgium, Denmark, France, Ireland, Sweden, and the United Kingdom if an emergency address does not exist. If an emergency address already exists, admins can select it when ordering additional numbers in the same country. Admins can choose the address that most closely matches their entered address during verification. For ported number blocks, updating the emergency address for one number extends it to the entire block. This ensures compliance with emergency address requirements and enables first responders to locate customers during emergencies.	Web portal
New or enhanced feature	Emergency calling disclaimer customization for Zoom Phone clients	Account owners and admins can customize an emergency calling disclaimer for Zoom Phone across various platforms, including desktop, mobile, Zoom Phone Appliances, and the web-based client. They can set the disclaimer at different levels, such as account, site, group, or user. The disclaimer can be displayed at different frequencies, and the text can be translated into multiple languages. This feature ensures compliance with regulations and informs users about emergency calling limitations in certain areas. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.	Web portal Web app Windows macOS Linux iOS iPad Android Appliances VDI
New or enhanced feature	Call park across sites for Zoom Phone	Account owners and admins can enable call park across sites, allowing users to park a call in one site and have another user pick it up from a different site. In the web portal, they can add a maximum of 15 sites to share call park locations and create multiple cross-site groups. The call park cross-site support is integrated into the existing call park settings under the call park policy. Admins also have the option to change from 3-digit to 4-digit call park locations to accommodate additional locations. This feature improves collaboration and call handling across branch offices. This feature must be enabled by Zoom.	Web portal
Analytics features
New or enhanced feature	Inbound call insight and Zoom Contact Center integration	Account owners and admins can view detailed inbound call insights for Zoom Phone, including the integration with Zoom Contact Center. The reports display the number of calls transferred between Zoom Phone and Zoom Contact Center for call queues (CQ) and auto receptionists (AR), along with call flow details. Admins can filter the reports by number type, direction, and events such as overflow to or from Zoom Phone. The reports also provide metrics like average duration, queue details, and engagement logs. The reports provide insights into the number of calls coming from different sources such as PSTN, Zoom Contact Center, external contacts, and Zoom Rooms. Admins can also view the number of calls that overflow to different extension types, including Zoom Contact Center. Additionally, admins can export the data based on date and filter selections. This integration allows for comprehensive call analytics and improved visibility into the customer experience across both platforms. This feature must be enabled by Zoom.	Web portal
New or enhanced feature	Generally available member availability reporting for Zoom Phone	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. Note: The Power Pack add-on is required for this reporting.	Web portal
New or enhanced feature	Enhancements to member performance reports	The Member Performance Report provides a comprehensive view of agents' availability and performance metrics, including calls handled, active calls, completed calls, hold times, waiting times, handling times, and outbound calls. Admins and supervisors can access this report for the call queues they manage, allowing them to better understand agents' true availability and optimize call queue operations. The report can be filtered by date and time, and data can be exported for further analysis.	Web portal
New or enhanced feature	Detailed recording report with enhanced visibility	The recording report provides account owners and admins with a comprehensive view of call recording metrics. The summary chart displays three separate charts for recorded calls with connected calls, non-recorded calls with connected calls, and non-connected calls out of total calls. Admins can see users belonging to the sites they manage, with the primary group selection based on site users. Admins can also expand the Recordings Type chart, click a specific day to view recordings, or reset the list to show total recording details for a selected period. Note: Recording admins without additional roles cannot access the report.	Web portal
Developer features
New or enhanced feature	Improved device management with IP address and status reporting	Users can programmatically access detailed information about registered devices, including their IP addresses and online/offline status, through Zoom's API. These additions enable users to generate daily reports on registered device IP addresses, facilitating automated reporting processes and ensuring up-to-date information for efficient device management and security.	Web portal
Device features
Changed feature	Simplified provisioning for select Yealink desk phones	Account owners and admins can provision Yealink CP960, T53, T53W, T54W, T56A, and T58A desk phones using the regular assisted provisioning guide instead of the activation code method. This change eliminates the need for a separate provisioning process for these Yealink devices.	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: Cisco: CP6821 CP6851 CP6861 CP6871 CP7811 CP7821 CP7832 CP7841 CP7861 CP8811 CP8832 CP8841 CP8845 CP8851 CP8861 CP8865 Poly: Note: A firmware rule is required. Edge-E100 Edge-E220 Edge-E300 Edge-E320 Edge-E350 Edge-E400 Edge-E450 Edge-E500 Edge-E550	Web portal
Device management features
New or enhanced feature	Display device serial number and IP address of Common Area smartphones	Account owners and admins can allow the Zoom app to retrieve and display the serial number and IP address of the Zebra devices that are logged into Common Area extensions via an activation code in the Zoom Phone web portal. The serial number aids in identifying the specific device assigned to a Common Area extension for troubleshooting, updating settings, generating new activation codes, or deactivating stolen devices. The IP address further assists in locating the device on the network. The admin must enable permission by their mobile device management application for the Zoom app to obtain this information. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.	Web portal Android
New or enhanced feature	Advanced filtering for devices by vendor and model	In Phone System Management, under the Phones and Devices section, account owners and admins can filter devices using a two-level filter for vendor and model. The top-level filter allows selecting the vendor or Brand, while the sub-level filter displays all available models for the selected vendor, including an All [Vendor] Devices option. This granular filtering capability aids admins in managing devices more effectively, enabling tasks such as tracking specific device models across sites, monitoring firmware versions, and applying configuration templates tailored to particular models.	Web portal
Integration features
New or enhanced feature	Control missed call logging for the Zoom Phone for Bullhorn integration	Admins can manage whether missed calls are logged in Bullhorn for the Zoom Phone for Bullhorn integration by using the Log missed calls in Bullhorn setting from the integration's admin interface. When this setting is enabled, missed calls will be logged in Bullhorn. When this setting is disabled, missed calls will not be logged.	Web portal
User features
New or enhanced feature	Zoom Assistant in-call dial pad and telephony shortcuts	AI Summary and live transcription have been added to Zoom Assistant. During an active call, Zoom Assistant provides a dial pad view with mid-call controls like end call, mute/unmute, hold/unhold, transfer, add participant, park call, and start/stop call summary. Users can also access the classic line view for additional operations. Account owners and admins can configure Zoom Assistant to hide when there are no active calls. Zoom Pro users can use speed dial buttons for cold transfers, warm transfers, barge, monitor, and whisper actions. Power Pack users can create multi-party calls and bring participants into the current call using speed dial buttons. This enables users to quickly perform common telephony tasks without navigating multiple menus. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.	Windows macOS Linux VDI
New or enhanced feature	Support for multiple languages for the voicemail Task feature	Zoom Phone users have access to different languages for the voicemail Task feature in Zoom Phone. This feature supports Chinese (Simplified), German, Italian, Japanese, and Portuguese languages for the generated Task based on the voicemail speech-to-text summary. The feature includes language identification, which automatically detects the language being spoken and transcribes accordingly. This feature must be enabled by Zoom.	Web app Windows macOS Linux iOS iPad Android
New or enhanced feature	Restrictions on concurrent hotdesk logins for improved security	Users can only log in as a guest on one desk phone at a time. If a user attempts to log in as a guest on another desk phone while already logged in on a different desk phone, they will be automatically logged out of the first desk phone. This ensures compliance with security policies that prohibit users from being logged in on multiple devices simultaneously.	Web portal
New or enhanced feature	Expanded international telephony footprint for Zoom Phone	Account owners and admins can utilize the expanded telephony footprint for Zoom Phone in the following countries and number types: Toll-free numbers in Hong Kong, Singapore, Macau, Taiwan, Thailand, Malaysia, Indonesia, Belgium, Estonia, France, Italy, Norway, Serbia, South Africa, Argentina, Brazil, Chile, Colombia, Mexico, and Peru; ITFS numbers in Japan, India, UAE, and Saudi Arabia; and shared cost/national numbers in China, South Korea, and Portugal. Existing KYC, portability, and restriction requirements apply. Usage charges and number charges are deducted from the Zoom Phone Audio commitment, with tiered discounts and overage charges based on the commitment.	Web portal
New or enhanced feature	Enhancements to user access controls	On the Zoom mobile app, Zoom Phone (ZP), Shared Mobile Experience (Common Area) for frontline worker users can access the General and Accessibility menus to adjust ringtone, volume levels, and accessibility settings. The Logout option remains locked for security purposes, and users cannot set the ringer volume below the default level to ensure they do not miss calls. These changes, applicable to both Android and iOS apps, are managed by account owners and admins in the web portal. This allows end users to manage their device settings while maintaining necessary security controls. This feature is dependent on the customer requesting access to Zoom mobile clients as Common areas. This feature must be enabled by Zoom. Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024.	iOS iPad Android
New or enhanced feature	Ability to include desk phones in closed and holiday hours call handling	Users can add desk phones to their call-handling settings for closed and holiday hours. This feature allows users to receive calls on their desk phones during closed and holiday hours while preventing disruptions during open hours. For existing users with assigned desk phones, the desk phone will be automatically added as the last device in the call handling sequence for closed and holiday hours, with the status set to off by default. Additionally, account owners and admins can manage desk phone settings for any user's closed and holiday hours call handling. Notes: This feature will not be immediately available, as it is dependent on a backend release, tentatively scheduled for the week of September 16. This feature will not be enabled by default for accounts. Contact Zoom Support to have this feature enabled for your account.	Web portal

Resolved issues

Description	Platforms
Resolved an issue where users received multiple notifications that the desk phone was not available when they tried to enable Desktop Call Control.	Web portal
Resolved an issue where SMS failed to send because there was a space in the opt-in message in the customer's campaign when the customer set Require my users to send the Opt-In message and wait for the Opt-In response .	Web portal
Resolved an issue where the To Help response documented in the active SMS campaign of the Zoom web portal did not reflect the actual response to HELP in the user's SMS.	Web portal
Resolved an issue where a user could not locate a site under the IP Phone Global HeatMap.	Web portal
Resolved an issue where several users' SMS conversations were only partially loading in the Zoom desktop application. The problem was identified as a display issue within the desktop application, and the system was not properly retrieving and displaying older messages for specific contacts.	Web portal
Resolved an issue where the Zoom app previously displayed the English word "Anonymous" for anonymous calls, regardless of the user's selected language; this issue occurred when the app was set to Chinese or other non-English languages. The problem has been resolved; calls without caller ID will display Unknown Caller in the Zoom app, and the localization has been updated to include 非通知 for Japanese language settings.	Web portal
Resolved issues with the Zoom Phone integration with Zendesk. The Zoom Phone integration with Zendesk listens to new transfer webhooks and updates the ticket ID with the new agent's ID when a call is transferred. Agents can transfer calls to other agents seamlessly. This ensures that when the first agent transfers a call to the second agent, and the second agent ends the call, the first agent does not receive a notification about the call ending. Agents can focus on their conversations without unnecessary interruptions after transferring calls.	Web portal

Note: The Bulk site management for holidays and force majeure situations feature has been pulled from release pending some final enhancements.

August 18, 2024

New and enhanced features

Admin features
- Enhancements to caching recordings and voicemails
  Zoom Phone (ZP) account owners and admins receive notifications and alerts when recordings or voicemails cannot be saved due to issues like call switch failover, recording server failure, or connectivity problems. Notifications are delivered through the Alerts and Notifications framework, webhooks, and Zoom applications (Zoom Web App, Zoom Phone Appliances, and the Zoom app). For regular recordings, users are prompted that the recording has stopped. Callers trying to leave a voicemail hear a message that the service is temporarily unavailable. If the customer does not opt-in to use Zoom's encryption key, alerts related to encryption key issues are also provided. This feature ensures better visibility and user experience when recording or voicemail services encounter problems.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024.
- Enable or disable emojis and attachments in Zoom Phone SMS
  Account owners and admins can manage the use of emojis and attachments in SMS messages sent through Zoom Phone. They have the option to enable or disable all emojis completely, or select a specific set of emojis that users can use. Additionally, admins can choose to enable or disable attachments in SMS messages.
- Enhancements to admin integration between Zoom Phone and Zoom Contact Center
  Account owners and admins can integrate Zoom Contact Center (ZCC) with Zoom Phone (ZP) natively through the admin web portal. They can route calls to ZCC voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas. This feature provides a better platform integration between ZP and ZCC.
Developer features
- Support for softphone IVR navigation for call center agents
  Call center agents can use the Interactive Voice Response (IVR) key press functionality for softphone interfaces embedded within third-party applications like Salesforce and Microsoft Teams.
- Opt-in/opt-out APIs and webhooks for SMS
  Users can receive webhook events when an SMS recipient sends an opt-out to a Zoom Phone number. The event includes the recipient's phone number, timestamp, and the Zoom Phone number that received the opt-out. Users can also apply opt-in and opt-out rules for specific recipient contacts on Zoom Phone numbers via an API. This allows users to enforce opt-in and opt-out compliance rules across their organization programmatically.
Device features
- Improved provisioning for Algo paging adapters and devices
  Account owners and admins can assign up to 30 extensions to Algo paging adapters and devices and specify the extension type (ringer, pager, intercom) for each line. This configuration is automatically sent to the device, eliminating the need for manual setup on the Algo device.
- Firmware upgrade
  The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
  - Grandstream
    - GXW4216V2
    - GXW4224V2
    - GXW4232V2
    - GXW4248V2
    - HT801
    - HT802
    - HT812
    - HT814
    - HT818
  - Poly
    - Trio8500
    - Trio8800
    - TrioC60
    - CCX400
    - CCX500
    - CCX505
    - CCX600
    - CCX700
    - VVX101
    - VVX150
    - VVX201
    - VVX250
    - VVX301
    - VVX311
    - VVX350
    - VVX401
    - VVX411
    - VVX450
    - VVX501
    - VVX601
Integration features
- Improved internal call management with Bullhorn and Zoom Phone integration
  The Bullhorn integration with Zoom Phone accurately identifies internal extensions within the user's Zoom account. The integration accurately distinguishes between internal extensions, ensuring that contacts do not pop up and calls are not logged for internal number dialing. This enhancement ensures efficient call handling and accurate call logging for internal communications.
- Simplified call log titles for enhanced reporting
  Users can view simplified titles of their call log records to display Incoming Call or Outgoing Call without revealing additional details like candidate names.
- Copy functionality for sent SMS messages in Zoom Phone for Microsoft Teams
  Users can select and copy text from SMS messages sent from the Zoom Phone for Microsoft Teams integration. This allows users to easily share or reference the content of their sent messages as needed.
User features
- Call recording transcription available in multiple languages
  Additional languages are integrated across various Zoom Phone features. Users can select from a wider range of languages for call recording transcription, including Chinese (Simplified), Chinese (Traditional), German, French (France and Canada), Italian, Japanese, Korean, Portuguese, Russian, and Spanish (EU and US).
- Enhancements to voicemail greeting management for common area phones
  Users can dial into the voicemail system by pressing the voicemail button or dialing *86 on common area phones. They can then select option 2 from the telephony user interface (TUI) to record or update the voicemail greeting. This allows users to manage voicemail greetings without requiring administrator assistance. The user's customized voicemail greeting uploaded through the IVR menu will be the voicemail greeting for only business hours (not for closed hours and holidays).
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024.
- Enhancements to initiating two leg server side calls for landlines
  Users can initiate a two-way call to connect to a landline number when they have a poor WiFi connection. They can specify a landline number as a Call Me On number and receive a verification call from Zoom. During the verification call, users are prompted to press 1 to confirm the number. If not confirmed, Zoom informs users that the number failed verification. After confirmation, Zoom connects the first call to the user's landline and the second call to the destination number. This feature helps users with poor WiFi make outbound calls. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024.

Resolved issues

Resolved an issue where the Zoom Rooms Phone tab was missing the phone number for the caller ID.
Resolve an issue where the 10DLC campaign descriptions were not saved after users edited it, due to letter case matching.
Resolved an issue when the hold music for call park was configured with specific music (not the default one) from the asset library, and the hold music was incorrectly reverted to the default music for all the account's Zoom Phone sites.
Resolved an issue regarding a wording issue in the Zoom Phone API that the auto_delete_policy should be "today", when auto_delete_enable status is changed after the time defined auto_delete_policy .
Resolved an issue where updates to the auto receptionist (AR) Custom Hours are not reflected in the audit logs or the operation logs within the Zoom web portal.
Resolved an issue where the Hardware Phones and Devices page within the Dashboard section on the Zoom web portal did not update correctly when a specific site was selected, and the data continued to display as Site All rather than updating to reflect the selected site's statistics.
Resolved an issue where a sync error caused two users with the same email ID to appear in Phone System Management, and as a result, when the customer deleted one of these users from both the Phone System Management and their Zoom Account, all call recordings associated with the deleted user could no longer be fetched via API.

Note: The Enhancements to call transfer functionality in Microsoft Teams feature was rolled back due to issues with deployment and will be available in another upcoming release.

August 4, 2024

New and enhanced features

User features
- 10DLC campaign submission warning
  A warning pop-up window will be displayed to users who are sending messages from numbers that are not assigned to an approved 10DLC campaign, and the campaign is in a Rejected state. Zoom Phone users sending messages must acknowledge the warning after sending text messages. The warning message disappears upon resubmission of the campaign.

Resolved issues

Minor bug fixes

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
    - Edge-B10
    - Edge-B20
    - Edge-B30
  - Yealink:
    - T31G
    - T31P
    - T31W
    - T33G
    - T34W
    - T58W
- Certified devices
  Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:
  - Grandstream GDS3710
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 PowerPack 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.

June 16, 2024

Changes to existing features

Rename SIP Zones in the Zoom web portal
Account owners and admins can view updated SIP Zone names in the admin Zoom web portal. The names have been changed to include the specific data center location for each SIP Zone. For example, US West (N. California 3) has been renamed to US West (SJC1), indicating the SIP Zone is located in the San Jose, California data center.
Zoom Phone Walkthrough available for 1-40 and 50+ seat licenses
The Zoom Phone walkthrough, which provides guided help for setting up Zoom Phone, is available for Zoom Phone administrators. Zoom Phone account owners and administrators can use the walkthrough in the Zoom web portal. This enables more customers to quickly and easily set up Zoom Phone. Previously, the walkthrough was only available to a limited number of customers.

New and enhanced features

Admin features
- Private call park support for user groups and common area access groups
  Account owners and admins can create private call park locations for user groups and common area access groups. They can also create a custom group of users when setting up their private call park group in the Zoom web portal. Users in these groups can park an active call and receive a retrieval code or pre-defined line key to resume the call from any device in the same group.
  Note: This feature is only available for members from a single site at this time. This feature must be enabled by Zoom.
- Manage speech recognition for IVR navigation
  Account owners and admins can enable speech recognition for navigating IVR menus. Admins can also manage IVR speech recognition settings in the Zoom web portal. This feature allows callers to navigate IVR menus using voice commands instead of pressing keys on their phone. The speech recognition capability understands English language commands and provides a more natural and convenient way for callers to interact with the IVR system.
- Prevent iOS native call interruptions for Zoom Phone VoIP calls
  Account owners and admins can enable an option to always use CallKit for iOS devices when making Zoom Phone calls. When enabled, incoming native calls on the iOS device will not interrupt ongoing Zoom Phone VoIP calls. This improves the call experience for users by preventing disruptions during important calls. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
- Enable or disable the Monitoring setting
  Account owners and admins can enable or disable the Monitoring setting in the Zoom web portal. This setting is generally available and enabled by default at the account level. When enabled, this feature allows users to listen, whisper, barge, or take over calls from other users, common areas, call queues, and shared line groups.
Analytics features
- Enhanced call logs and reporting for Zoom Phone and Zoom Contact Center integration
  Account owners and admins can view detailed call logs and reports for calls transferred between Zoom Phone and Zoom Contact Center. The call logs display information such as the call path, extension types, and number formats for both Zoom Phone and Zoom Contact Center. Admins can filter and export call logs based on specific criteria. This feature provides a comprehensive view of the integration between Zoom Phone and Zoom Contact Center, enabling better monitoring and analysis of call routing.
Client features
- Post-quantum end-to-end encryption support for Zoom Phone
  Users can enable post-quantum end-to-end encryption (PQ-E2EE) for Zoom Phone calls. When enabled, users are notified that their call is "Post quantum end-to-end encrypted". As users update their Zoom desktop and mobile app to version 6.1.0 or higher, all end-to-end encrypted calls will start leveraging our latest post-quantum end-to-end encryption protocol. If PQ E2EE is unsupported by any participant's device, the call will default to standard end-to-end encryption (E2EE) when enabled. PQ E2EE in Zoom Phone is designed to withstand the threat of an adversary who can capture encrypted network traffic, hoping to acquire a quantum computer in the future and use it to decrypt the captured data. PQ E2EE offers the same security property as standard end-to-end encryption (E2EE), namely that the call is encrypted using cryptographic keys known only to the devices of the caller and receiver.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
Developer features
- Phone API support for transferring events
  Users in a third-party system can transfer from a third-party app. These events support blind and warm transfers when the transfer is initiated from OPEN API, Zoom Assistant, and the Zoom app.
Device features
- Device supported features
  Grandstream WP810 IP desk phones support company directory search. Users can view and call contacts from their company's central directory directly on these devices.
- Certified devices
  Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process:
  - Grandstream WP822
  - Grandstream WP825
- Firmware Upgrade
  The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
  - Grandstream WP810
  - Grandstream WP822
  - Grandstream WP825
  The following ATA devices can be upgraded to the new version firmware by setting up the firmware upgrade rule:
  - GXW4216V2
  - GXW4224V2
  - GXW4232V2
  - GXW4248V2
Device management features
- Customizable line display for IP phones
  Account owners and admins can set the default line display on IP phones to show a customized combination of user attributes such as first name, last name, display name, extension, and DID number. They can choose at least three attributes and specify the order in which they will be displayed on the screen. This feature allows for a more personalized experience for users, making it easier for them to identify their extension or share it with others.
- Introducing SRTP (secure media) for generic devices
  Account owners and admins using non-certified generic SIP/other devices must configure Secure Media usage (SRTP). When the admin clicks the Provision or Provision Info action for a device, the SRTP terms must be acknowledged and accepted before viewing the manual provisioning guide. They will be prompted to configure the device for secure media usage and acknowledge their responsibility.
Integration features
- Zoom Phone and Bullhorn CRM integration
  The integration of Zoom Phone with Bullhorn CRM facilitates seamless calling and call-logging processes. Users can initiate calls directly from Bullhorn by clicking on contacts, with call information such as date, duration, and notes automatically recorded in the contact record. Additionally, users can view previous call history within Bullhorn, eliminating the need to switch between apps for making calls and logging details. This integrated functionality enhances efficiency for users and provides valuable contextual information for calls within their Bullhorn CRM workflow.
Phone features
- Introducing voicemail transcription general availability
  The voicemail transcription feature is generally available for additional languages, including French (Canadian), Spanish, Portuguese, and German. The default setting is English.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
- Enhancements to Call summary with AI Companion
  Account owners and admins can enable or disable automatic summarization of phone calls. They can also customize the audio notifications and disclaimer prompts for call summarization. Users can view a condensed or complete version of the summary based on their preference. This feature provides greater flexibility and control over the call summarization experience.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
User features
- Expanded language support for voicemail and videomail transcription
  Users can select additional languages for voicemail and videomail transcription, including Chinese (Simplified), Chinese (Traditional), French (France), Italian, Japanese, Korean, Russian, and Spanish (EU). Users can set their default transcription language for voicemail, videomail, and call recording transcriptions in the Zoom Workplace app. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
- Outbound SMS spam prevention
  There are several enhancements to spam prevention rules for outbound SMS messages. When duplicated SMS messages are sent on the Zoom desktop or mobile app, users will receive a risk notice that they must acknowledge. Phone numbers reported for spam are classified into risk categories, and appropriate actions are taken, such as sending notifications, reducing SMS limits, or suspending SMS capability. This feature ensures compliance with messaging best practices.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.
- Support for multiple languages for voice call summary
  Users can select from a wider range of languages for the voice call summary feature, including Chinese (Traditional), Chinese (Simplified), French, German, Italian, Japanese, Portuguese, and Spanish. The feature also includes language identification, automatically detecting language transitions during calls to ensure accurate transcription. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024.

Resolved issues

Resolved an issue where some users were unable to send SMS messages after migrating from the US cluster to the Canadian cluster, due to the migration tool re-registration.
Resolved an issue where users received a call queue email alert for an incorrect number of calls waiting in the queue.
Resolved an issue where account owners and admins could incorrectly use CSV import to assign a Zoom One license to a common area, when common areas cannot be assigned these licenses.
Resolved an issue where CSV import for batch-updating keys and positions converted imported emails, that contained uppercase letters, to lowercase.

May 19, 2024

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.
- Enable Zoom Phone Call Me On feature
  Zoom Phone's Call Me On feature is generally available, allowing users to designate a phone number for receiving incoming calls. The Call Me On feature makes it easier for users to receive calls when working remotely or switching devices.
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
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.

April 14, 2024

New and enhanced features

Admin features
- 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 feature is in Beta. Submit a request to Zoom Support to get it enabled for your account.
- Designate Zoom Phone Admin roles and permission via SAML
  Global admins can now map Zoom Phone admin roles to SAML attributes and values. They can add advanced SAML mappings for phone admins, define the attribute names and values, and select roles from existing defined phone admin roles. All permissions and default targets for the selected roles will automatically apply to users based on the SAML values from the identity provider.
- Improved workflow management for Analog Telephone Adapters
  Admins can easily assign extensions to specific ATA ports, search, and find extensions mapped to ports in the ports table, and bulk update assigned ports. This enhancement starts rolling out in April through June, however, you can submit a request to Zoom Support, if you need access sooner.
- Enhancements to Zoom Phone Provide More Flexibility for Managing Emergency Services and Operator Features
  Account owners and admins can now define multiple emergency location identification numbers for their Zoom Phone service. This provides more flexibility in configuring emergency services. Additionally, the operator flag can now be removed for all customers, allowing the operator feature to be controlled by the Zoom Phone Hybrid SKU. Together, these enhancements give account owners and admins more control over configuring key features in Zoom Phone to suit their usage needs. The benefits include improved management of emergency services and more flexibility in enabling operator features.
- Enhancement to users' location dashboard
  Account owners and admins have the ability to access the past location data of their users, allowing them to filter information for the preceding 30 days and export it to a CSV file. Additionally, admins have the option to enable or disable the gathering of that data at the account level.
- Enhancement to the Feature Entitlement and Membership Reports
  The Feature Entitlement and Membership reports now indicate the source of the entitlement whether it is inherited from the account, group, site, or user-level setting. Admins can export the CSV file that also includes the inheritance source column.
- Force Off-Net Calling for Restricted Countries
  Account owners and admins can create specific sites that force calls to be routed through the PSTN network instead of using VoIP. This functionality is useful for countries that restrict VoIP calling within their borders. Admins can then manage adding or removing users to these sites based on phone numbers sharing the same country codes. The feature restricts adding users, call forwarding, group call pickups, and monitoring calls across different sites. Additionally, the allocation of call groups, such as auto-receptionists, is restricted to these sites. Force Off-Net sites must be configured during site creation and cannot be enabled later.
Device features
- Video intercom support
  Video intercom calling scenarios are now supported between 2N Verso 2.0 devices and Desk Phones capable of video. Account owners and admins can add those devices to the web portal as part of the assisted provisioning process. You can refer to the December 17, 2023, Video Intercom release note for more information. Please, submit a request to Zoom Support to enable this feature for your account. This feature must be enabled by Zoom.
- Provisioning templates support
  The following devices now support provisioning templates:
  - All certified Avaya IP phones
- USB storage
  The USB ports for storage are now disabled by default on Yealink devices to prevent inadvertent misuse. If necessary, you can use a provision template to activate the Storage option as required.
- Audio intercom support for AudioCodes IP phones
  Account owners and admins can configure audio intercom systems using their certified AudioCodes IP phones. They can use Keys and Positions to allocate intercoms to specific users within their account.
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Yealink: T44U and T44W.
- Supported device features
  When provisioning Avaya J100 series IP phones, admins will see a minimum of 3-line Key Appearance on their devices, enabling them to program additional keys for line appearances. If admins are provisioning IP phones from other brands or models within the account, they will also be provided a 3-line Key Appearance by default. Please submit a request to Zoom Support to enable Multiple Line Appearance for your account.
- Firmware Upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
  - AudioCodes: 405hD
  - Poly:
    - Trio C60
    - CCX400, CCX500, CCX505, CCX600, CCX700
  - Yealink: T44U, T44W
General features
- Video intercom limitation
  Account owners, admins, and users can view a pop-up message when setting up the video intercom feature indicating the limitation of the feature, such as recording. Admin can confirm the limitations to finish the setup.
Integration features
- Auto populate SMS tab in Zoom Phone Smart Embed
  API for developers to click on a phone number in a 3rd party app and auto-populate the SMS tab.

Resolved issues

Resolved an issue where the Power Pack subscription was disabled during the 14-day grace period.
Resolved issues where the operator's email address did not appear and admin was only listed when the operator added users by importing a CSV file when viewing the Phone System Operational Logs reports.
Resolved an issue where account owners and admins were unable to sort by extension in the Shared Lines groups.
Resolved an issue where some German mobile numbers could not be set as the forwarding number when using API to update the AR forwarding settings and translation for changing a cell phone number did not work properly when using API.

March 25, 2024

New and enhanced features

Admin features
- Phone call summary with Zoom AI Companion
  Account owners and admins can enable the Phone call summary feature at the account, site, group, and user levels to allow Zoom AI Companion to generate summaries of phone calls. Additionally, admins can request that users decide whether they wish to have their phone calls summarized or not. The feature is disabled by default and is available for conversations in English only. When enabled by admins, individual participants in a phone conversation can initiate a summarization of the call to pinpoint critical discussion points. The summaries include dates, names, and key discussion points. Multiple participants can initiate a summarization, and at the end of the call, each person will receive their own version of the summary. During the call, participants can access the summarization tab to observe the progress of the call's summary as well as the identity of the individual(s) who initiated the summarization. Following the call, the summary can be accessed through the call history logs in the Zoom app or the Zoom web portal. Users can also email and edit the summary.
- SMS summary with Zoom AI Companion
  Account owners and admins can allow members of their call queues and auto-receptionists to summarize their SMS threads with Zoom AI Companion. The feature can be enabled at the account and site levels, as well as for their call queues and auto-receptionists. When enabled by their admins, members of those call queues and auto-receptionists can generate a summarization for their SMS thread to quickly understand the conversation and generate their response.
- Voicemail prioritization with Zoom AI Companion
  Account owners and admins can allow their users to prioritize their voicemails with Zoom AI Companion. The feature is disabled and locked by default, but admins can enable it at the account, site, group, and user levels.When enabled by their admins, users can define a topic or intent to assist them in managing their voicemails. They have the capacity to create a maximum of 10 intents. The system will then use the user-defined topic or intent to organize their incoming voicemails in order of priority. Users are also given the option to filter those voicemails. This feature serves to help users promptly identify important voicemails. Existing customers will have the feature enabled for their accounts, however, new customers need to submit a request to Zoom Support to get it enabled for their accounts.
- Pull out task from transcription with AI Companion
  Account owners and admins can allow their users to pull out tasks from their voicemail transcriptions with AI Companion. The feature is disabled and locked by default. When enabled by their admins, users can access a summarized list of tasks from their voicemail transcriptions. This feature serves to help users promptly identify important tasks within their voicemail transcriptions.
Device features
- Common Area support for iOS phones
  Owners and admins can set up their iOS smartphones as shared phones retail and other front-line scenarios. In this mode, the Zoom Common Area can be enabled on the Zoom app running on the device to place or receive calls and participate in call queues and other workflows.
  Note: This release was delayed to April 15, 2024.

Resolved issues

Resolved an issue where real-time data from Zoom Phone webhooks were not sending the device type for an action on record
Resolved an issue where SMS messages could not be sent or received from a ported phone number
Resolved an issue addressing Nigeria's phone number format
Resolved an issue where permission to edit an audio asset was not working correctly
Resolved an issue where an admin was unable to add the Survivable distribution group to Zoom Phone Local Survivability

March 17, 2024

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.

February 25, 2024

Changes to existing features

Enhancement to Zoom Phone onboarding process
The updated Zoom Phone onboarding process now offers improved functionality, empowering account owners and admins to efficiently configure their phone systems. Upon logging into their accounts on the Zoom web portal and initiating the initial Zoom Phone setup, administrators will encounter targeted questions regarding their Zoom Phone requirements. Subsequently, they will receive tailored suggestions, each accompanied by a step-by-step guide, facilitating the seamless setup of their accounts. Beware, that this onboarding process applies to accounts with a maximum of 500 users.

New and enhanced features

Admin features
- Support for proxy configuration on Zoom clients
  Account owners and admins can use Zoom Phone PAC (Package) files, enabling them to seamlessly integrate web proxy server configurations into their clients for efficient deployment. Supported deployment methods include Group Policy Objects (GPO), Microsoft Installer (MSI), and Property List (PLIST). The settings encompass ProxyPAC, ProxyServer, ProxyBypass, DisableDirectConnection2Web, and DisableCertPin. These packages are compatible with macOS, Windows, Linux, and VDI plugins. Please note, that deploying these new packages does not impact any pre-existing proxy configurations.
- Automatically assign phone numbers to 10DLC campaign
  The process for 10DLC has been improved to automatically allocate phone numbers for campaigns if the total number of phone numbers being used is less than 49. This option aims to minimize SMS compliance issues and streamline the process for enhanced efficiency.
- Obfuscate sensitive data during a call
  Account owners and admins can conceal sensitive data during calls by implementing the Obfuscate sensitive data during a call policy at the account, site, group, and user levels. When enabled, users pressing a dial pad key on the screen or keyboard during a call will mute the client DTMF tones, displaying asterisks instead of the actual numbers for enhanced security.
- Video intercom support
  Video intercom calling scenarios are now supported between 2N IP Force devices and Desk Phones capable of video. Account owners and admins can add those devices to the web portal as part of the assisted provisioning process. You can refer to the December 17, 2023, Video Intercom release note for more information.
Device features
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - AudioCodes
    - 445HD
    - 450HD
    - C450HD
    - RX50
  - Poly
    - Trio 8500
    - Trio 8800
    - Trio C60
    - CCX 400/500/505/600/700
    - Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
Integration features
- Zendesk unmatch record
  Account owners and admins can enable the automatic generation of tickets for both incoming and outgoing phone calls. These automatically created tickets contain essential information, including the requestor's phone number, the assigned agent, and the ticket title. This feature streamlines the process of capturing relevant details and enhances the efficiency of managing phone call-related activities within the system.
- Microsoft Teams Zoom Phone app enhancement
  The Zoom Phone app integration has been enhanced with the following features:
  - Call control menu
  - History tab with additional details on lines and call queues
  - SMS
  - Ability to forward calls
  - Ability to opt in/out of shared line
  - New settings menu
  - Speed dials
User features
- Volume and microphone not optimal notification
  Users experiencing mute, microphone, or speaker issues during a call will now receive a pop-up message alert, enhancing the user experience and expediting the resolution of any audio-related problems during the call.

Resolved issues

Resolved an issue where when a user with multiple active Zoom clients had Sequential call handling configured and pressed Send to voicemail, the call incorrectly rang the other Zoom clients instead of being directed to voicemail as directed.
Resolved an issue where when placing a call on hold on the Zoom client to answer another call resulted in the held call getting stuck in a loop.
Resolved an issue where adding a phone number to the Forward Call interface in the Zoom client returned a “Number is invalid” error.
Resolved an issue where there was no dynamic update of the LLDP port information on the Zoom client when moving from a network.

January 14, 2024

New and enhanced features

Device features
- Common Area support for Android phones
  Owners and admins can set up their Android smartphones as shared phones retail and other front-line scenarios. In this mode, the Zoom Common Area can be enabled on the Zoom app running on the device to place or receive calls and participate in call queues and other workflows. You can submit a request to Zoom to enable this feature for your account
- Firmware upgrade
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - Poly:
    - VVX101, VVX150
    - VVX201, VVX250
    - VVX301, VVX311, VVX350
    - VVX401, VVX411, VVX450
    - VVX501
    - VVX601
- Support for Zero Touch Provisioning of Avaya J100 series phones
  The following Avaya IP phones now feature Zero Touch Provisioning through Device Enrollment Service (DES). However, it's important to note that assisted provisioning via URL is not supported for these phones. Basic call functionalities are supported.
  - J139, J159, J179
User features
- Voicemail transcription support in French
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for January 22, 2024.
  Users have the option to switch their voicemail transcriptions to French and establish it as their default language. By default, voicemail transcriptions are in English.

Resolved issues

Minor bug fixes

December 17, 2023

New and enhanced features

Admin features
- Troubleshoot issues directly from alerts
  Devices & Phones Management has undergone a name change to become Phones & Devices Management. In the alert log, account owners and admins now have the capability to initiate troubleshooting directly from an alert notification by simply clicking on a hyperlink. However, note that admins without the Power Pack license will not be able to view Call Queues alert links. The following guidelines outline how alerts will function:
  - In the case of an alert within Call Queue Management, admins will be directed to the Real-time analytics reports for the corresponding call queue.
  - Alerts within Phones & Devices Management will guide admins to the Hardware Phones & Devices dashboard, which encompasses all devices, addressing both account-level issues and specific site concerns as needed.
  - Should an alert relate to Call Quality Management, admins will be taken to the Quality of Service Overall dashboard.
  - For alerts categorized under SBC Management, admins will find themselves on the SBCs dashboard, with the relevant SBC highlighted on the heatmap and reports.
- Enhancement to Phones & Devices dashboard
  The Phones & Devices dashboard now includes Zoom Phone Appliances, providing account owners and admins with comprehensive information on appliance assignment, enrollment, and a detailed device list.
- Bulk update desk phones Keys and Positions
  Account owners and admins can make bulk updates to the Keys and Positions configured for speed dials, busy lamp fields, or other features of their desk phones using a CSV file. This feature is designed to assist admins in efficiently managing their devices by facilitating quick administration tasks.
- Enhancement to New View Call Logs
  Account owners and admins can view warm transfer calls by users when the warm transfer is completed. Admins can discern the moments when the call was put on hold, taken off hold, its inbound or outbound nature, the number type and extension, and the user responsible for disconnecting the call.
- Add Zoom Phone numbers to Microsoft Teams
  Account owners and administrators can include phone numbers in Microsoft Teams Call queues, Auto Receptionists, and Common Areas devices. They can designate users as members of a Zoom Call Queue, providing them with the authority to handle incoming calls directed to that specific queue. If the "Answer in Zoom" feature is activated, calls are addressed on the Zoom platform instead of Microsoft. Admins are able to synchronize users with mismatched email and UPN, along with those having Microsoft Teams Rooms Pro and Shared Devices Microsoft licenses. Additionally, admins can establish an emergency policy for users with a US/CA phone number. Any modifications in Microsoft Teams, such as altering an extension, will prompt a notification to sync the data in Zoom.
- Emergency call greeting customization
  When disabling emergency services within their account, account owners and admins have the option to personalize the greeting prompt played when their users attempt to initiate an emergency call. This feature is in beta, submit a request to Zoom Support for access.
- Video intercom
  Video intercom calling scenarios are now supported between 2N devices and Desk Phones capable of video. Account owners and admins can enable the Allow Video Intercom feature in the web portal to allow users to place a video call from the 2N device to a desk phone. DTMF passthrough is also supported for 2N trigger events such as unlocking door mechanisms. Beware that only video intercom scenarios are supported, specifically limited to communication between 2N devices and desk phones. No other video scenarios are supported. Features such as call recording and call transfer are not compatible with video intercom and will not work even if enabled for an extension. You can submit a request to Zoom Support to enable this feature for your account.
  Supported devices:
  - 2N®IP Solo
  - 2N®IP Style
  - 2N®IP Verso
  Hardware Phones:
  - Poly CCX 700 and CCX 600 with or without camera
  - Yealink VP59 and Yealink T58 - both A and W models
  - Cisco 8845/8865
- Multiple Line Appearance feature
  Multiple lines for Hardware phone and Separate Outbound caller ID configuration in Multiple Line Appearance are now enabled for all accounts and enabled by default.
  Multiple Line Appearance is supported on the following models:
  - Poly:
    - Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
    - VVX201, VVX250, VVX300, VVX301, VVX310, VVX311, VVX350, VVX400, VVX401, VVX410, VVX411, VVX450, VVX500, VVX501, VVX600, VVX601
  - Yealink:
    - T31G, T31P, T31W, T33G, T34W, T43U, T46U, T48U, T53, T53W, T54W, T57W, VP59
  - AudioCodes:
    - 445HD, 450HD, C450HD, RX50
  Multiple Line Appearance with separate outbound Caller ID is supported on the following models:
  - Poly:
    - Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
  - Yealink:
    - T31G, T31P, T31W, T33G, T34W, T43U, T46U, T48U, T53, T53W, T54W, T57W, VP59
  - AudioCodes:
    - 445HD, 450HD, C450HD, RX50
Device features
- Unassign devices from users or common areas in bulk
  Account owners and admins can select multiple devices at once in the Assigned tab of Phone Devices Management to unassign them in bulk. Previously, admins could unassign a device one at a time for users and common areas.
- Device supported features
  The Keys and Positions, speed dial, and BLF (Busy Lamp filed) are now supported on supported Grandstream GRP series IP phones.
- USB storage
  The USB ports for storage are now disabled by default on Poly Edge E series devices to prevent inadvertent misuse. If necessary, you can utilize a template provision to activate the Storage option as required.
- Supported devices
  The following AudioCodes Telephone Adapter (ATA) are now supported. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process. Those devices also support assisted provisioning and fax.
  - MP504, MP508
    Note: AudioCodes has renamed their 500Li product and will display as either MP504 or MP508 in the web portal and SIP messaging. Please consult with AudioCodes for additional details.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes:
    - MP504, MP508
- Cloud failover
  The following devices now support cloud failover.
  - Grandstream: GRP series
- Private Call Park & Aim Call Park for Shared Line Group
  Administrators have the flexibility to create a user group with permissions for these activities and specify the location where calls should be picked up. Those not included in the designated group are unable to retrieve these calls. Aim Call Park allows a user to transfer a parked call to an available user-selected aim call park number. Admin can configure phones that support the directed call park Busy Lamp Field (BLF) to monitor the busy/idle status of specific directed call park numbers in the admin portal. Users can also use the BLF to speed dial an aim call park number. The feature can be enabled at the account and site levels. Please reach out to Zoom support, to enable the IP Phone Private Call Park for your account. This feature is available on the Zoom Client and the following devices:
  - Yealink T series
- Call Control by Client - Transfer to Voicemail
  The following Yealink IP phones now support call control mode with transfer to voicemail:
  - T27G
  - T31P, T31G, T33G
  - T42S, T46S, T48S, T43U, T46U
  - T53, T53W, T54W, T57W, T58W
  - VP59
Integration features
- Zoom Phone for Microsoft Teams sign in period
  When utilizing the integration of Zoom Phone with Microsoft Teams, users can stay logged into the Zoom Phone app for up to 7 days, even if they close the app and restart their computer.
- Enhancement for Zoom App for Zoom Phone
  Users can now pop out their Zoom app for Zoom Phone outside of the Zoom client to view the app in full screen.
User features
- New features for emergency calls
  Users can now access their keypad while performing an emergency phone call to add participants to the call. Up to 10 participants can be added to a call in progress. The emergency call can also be added to a regular call that is in progress. The features are available on certified desk phones, mobile and PWA clients, and Zoom Phone Appliances.

Resolved issues

Minor bug fixes
Resolved an issue where the right amount of Zoom Phone licenses was not showing up for a subset of accounts
Resolved an issue where some accounts were getting an error message when removing phone numbers from a sub-account
Resolved an issue where a subset of accounts was unable to submit port orders
Resolved an issue where a subset of admins was receiving an error message stating "corrupted user data" when adding users to their account
Resolved an issue where a subset of users not answering calls in Salesforce was seeing the calls as being answered
Resolved an issue where some accounts were getting an error message stating "unable to find available phone number licenses" while the accounts had available licenses

November 19, 2023

Changes to existing features

User performance report
The User Performance reports can now be accessed by Site admins. Previously only account owners or super admins could access this type of reports.
End personal conference call once the originator drops
Account owners and admins no longer need to contact Zoom to enable the End personal conference call once the originator drops policy. The feature is now enabled by default for all accounts and allows to end personal conference calls automatically when the originator drops from the call.
Hotdesk sign in
Accessing a hotdesk, either as a user or in a common area, no longer necessitates a restart, thereby decreasing the time required to initiate device usage.
Voicemail timestamp during playback
Account owners and admins no longer need to contact Zoom to enable the voicemail timestamp feature for their IP phones. The feature is now enabled by default for all accounts. Voicemail being played back on IP Phones for users with UK or US/CA language will have a date and time when the voicemail was left

New and enhanced features

Supported Grandstream devices
The following Grandstream Analog Telephone Adapters are supported. Account owners and admins can add desk phones to the web portal as part of the assisted provisioning process.
- GXW4200 v2 series (v1 is not supported)
Admin features
- Enhancement to Common Area template
  The common area template now allows account owners and admins, the option to route calls to voicemail and the ability to change the PIN code on common area phones. The feature allows admins to specify the following: Policy:
  - Select Outbound Caller ID
  - Voicemail
  - Voicemail Transcription
  - Automatic Call Recording
  Setting:
  - set PIN number
- Call queues management in bulk
  Account owners and admins can efficiently handle their call queues in large quantities. This enables them to swiftly allocate extension numbers, phone numbers, pickup codes, and members to multiple call queues simultaneously by importing a CSV file through the web portal. Admins can utilize this process to either add new call queues or update existing ones. Furthermore, admins can export a comprehensive list of their call queues to a CSV file.
- Shared line groups management in bulk
  Account owners and admins can efficiently handle their shared line groups in large quantities. This enables them to swiftly allocate extension numbers, phone numbers, pickup codes, and members to multiple shared line groups simultaneously by importing a CSV file through the web portal. Admins can utilize this process to either add new shared line groups or update existing ones. Furthermore, admins can export a comprehensive list of their shared line groups to a CSV file.
- Lock Call Handling for end users
  Account owners and admins can use the Allow users to edit call handling settings to restrict users from modifying their call handling setup. The feature can be disabled for the entire account, site, a group of users, or a specific user. The setting is enabled by default.
Device features
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Yealink T31W, T34W
- Firmware upgrade
  The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
  - Grandstream:
    - GXW4216v2, GXW4224v2, GXW4232v2, GXW4248v2
  - Poly:
    - TrioC60
    - CCX400, CCX500, CCX505, CCX600, CCX700
    - Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550
  - Yealink:
    - T23G
    - T31G, T31P, T33G
    - T31W, T34W
- Supported device features
  The following devices support these features:
  - All certified Poly: Call flip, Shared Line Groups conference call.
Integration features
- SMS logging with the Microsoft Dynamics integration
  Account owners and admins using the Microsoft Dynamics integration can enable the Auto Log SMS setting to record SMS conversations and allow their users to access them as required. Users can review the phone number, contact name, date, time, and content of each SMS conversation. Users can also manually sync to save their SMS if they are not already saved.
- Zoom Phone integration with Zendesk
  Account owners and admins can allow their users to integrate Zoom Phone with Zendesk allowing them to access Zoom Phone functionalities directly within Zendesk. Admins will need to set up and configure the integration prior to their users being able to use it. Users will then be able to make and receive calls, send SMS, and use voicemail while working on a case in Zendesk.
User features
- Emergency address validation
  When entering an international address for an individual user in Italy or Spain, the system will automatically validate the address to ensure the accurate provision of emergency services. Note that if the address is not valid, a recommendation is provided to the end user. The following information is mandatory when submitting an address:
  - Street name
  - House number
  - Town/City
  - Postcode
  - Province

Resolved issues

Minor bug fixes
Resolved an issue where a subset of phone users was showing offline on the Windows client version 5.15.12
Resolved an issue where calls from a subset of phone numbers were not showing on the dashboard

October 22, 2023

Changes to existing features

Restriction to the number of IP phones that can be added to an account
When account owners and admins add IP phones to their accounts, there will be a restriction on the number of devices they can add. The system will determine this limit based on a percentage ratio relative to the account's licensed capacity. If this device limit is reached, admins will see a banner or dialog box indicating that they have exceeded the restriction. To request permission to add more devices than the account permits, submit a request to Zoom Support, providing a valid reason. Your request will then undergo a review process. Previously, admins could add an unlimited number of IP phones to their accounts.
Changing the Mac address of a desk phone
Account owners and admins will no longer be able to edit the Mac address of a desk phone once it has been added. To alter the Mac address of a desk phone, admins will now be required to remove the device entirely, whether is has been assigned or not assigned.
Only show Hot desking call history for signed user
Account owners and admins no longer have to seek Zoom Support's assistance to enable this feature. When a user signs in to a phone using hot desking, the call history of previously signed-in users will no longer be accessible to the current signed user. Only the following devices support this feature:
- Poly: Soundpoint, Soundstation, Trio, CCX, VVX, Edge E series
- Yealink: All certified desk phones
- Cisco: All certified desk phones
- AudioCodes: 445HD, 450HD, C450HD, RX50

New and enhanced features

Admin features
- Advanced encryption for voicemails
  Once advanced encryption for Zoom Phone voicemail is enabled, voicemail messages are received and recorded by Zoom servers which encrypt them with keys only known to their intended recipients’ devices. If admins enable the Escrow feature within advanced encryption for voicemails, admins will now be able to access these keys and users voicemails. Shared Line Appearance, Shared Line Group, Call Queue, or Auto Receptionist voicemail are not supported. Additionally, functionalities like email to voicemail, transcriptions, and the ability to check voicemails through dialing or the web are disabled when this feature is enabled. To utilize this feature, users must have a Power Pack license. Only admins with appropriate permissions can manage these voicemails.
- Concurrent calls for devices with large number of lines
  Account owners and admins have the option to enable simultaneous call functionalities on their devices capable of handling a large number of lines, such as DECT devices designed for multiple handsets. For existing accounts, this feature is disabled by default but enabled by default for new accounts. Those with existing accounts who wish to utilize this feature can submit a request to Support to remove DECT station concurrent calls limitation for their account. AudioCodes 1288 is excluded at this time.
- Enhancement to New View Call Logs
  Account owners and admins can now filter recordings and voicemail logs using call IDs in the New View Call Logs.
- Filter out inactive Zoom Phone packages
  Account owners and admins now have the ability to filter inactive Zoom Phone packages, simplifying the process of identifying and managing users, Common Areas, Zoom Rooms, and Cisco/Polycom Rooms with inactive packages.
- Opt-in or out of SMS messages
  Admins with campaign permissions can manage opt-in and out messaging and control inbound and outbound responses. This control includes the option to allow messages to mobile numbers who have opted in and prevent messages for those who have opted out of receiving them from the Zoom Phone user. Admins can configure opt-in, opt-out, and help auto-replies for numbers assigned to a campaign. A warning will be displayed to Zoom Phone end-users when attempting to send SMS messages to numbers that have not been opted in.

Devices supported features
Multiple line appearances with separate outbound caller ID and Sync Do Not Disturb (DND) from IP phone to client, are supported on the following devices:
- AudioCodes:
  - 445HD
  - 450HD
  - C450HD
  - RX50
Firmware upgrades
The following devices will receive normal new firmware upgrades. Devices will automatically reboot to upgrade the firmware:
- Cisco:
  - ATA191, ATA192
- Grandstream:
  - GRP2601, GRP2602, GRP2603, GRP2604, GRP2612, GRP2613, GRP2614, GRP2615, GRP2616, GRP2624, GRP2634, GRP2670
  - WP810
  - HT801, HT802, HT812, HT814, HT818

The following devices will receive new firmware upgrades for security purposes. Older firmware will be removed from the drop-down menu in the web portal and any existing rules with will be deleted.

AudioCodes:
- 445 HD, 450HD, C450HD, RX50
- 405HD

Resolved issues

Minor bug fixes

September 17, 2023

Changes to existing features

Customize Zoom Phone Regions
Customize Zoom Phone Regions moved from Account Management > Account Profile to Account Settings > General.
ATA port management
The Analog Telephone Adapter admin workflow has been updated. Account owners and admins can manage their ATA port assignments up and down the Ports and Positions table without the system automatically rearranging the port assignment once the first user/common area has been assigned to a device.

New and enhanced features

Admin features
- ATA default emergency address
  Account owners and admins can synchronize their users or common areas as the default emergency addresses with the assigned port on their ATAs. Nomadic emergency services are not supported. Only US and Canada default emergency address is supported at this time. The feature will be released approximately 1 week later than the monthly release cycle due to the synchronization of backend services.
- Device aging verification
  Account owners and admins must ensure that any devices they add are successfully provisioned and obtain Zoom Phone service within 90 days. Failure to successfully provision a device will result in a flag appearing in the Zoom web portal, and an email notification will be sent to owners/admins at the 60-day mark. If no action is taken within this 60-day period, the devices will be automatically removed from the account 90 days after their initial addition. The email notification will include a CSV file for documentation purposes, allowing the admin to easily reimport the device(s) if desired. The countdown for removal will start on October 1, 2023.
- Using SMS in the Microsoft Dynamics integration
  Account owners and admins have the capability to grant their users the ability to exchange SMS messages via the Zoom Phone softphone within the framework of the Microsoft Dynamics integration. This facilitates seamless reference to customer conversations whenever required, and supports images, file attachments, and group discussions. SMS content is automatically archived, and users also have the option to manually synchronize and save conversations if necessary.
- Enhancement for Wallboard
  Wallboard has been enhanced, enabling account owners and admins to generate a wallboard widget dedicated to identifying source reports related to user performance during calls. Admins can access a comprehensive view of user performance metrics, encompassing summary, overview, and leaderboards. The overview includes data such as missed calls, calls answered by others, and hold time. The filter can be applied to refine the data by specific sites and/or groups.
- IP Phone network location restrictions
  Account owners and admins can define a policy at the account, site, and device level to detect network changes in an IP phone. Admins have the following options:
  - Default: Admins do not need to define a policy manually, instead, the system will automatically identify and restrict the utilization of an IP phone device if a modification in IP address is detected. Admins will need to manually remove the block from the device and then re-register it.
  - Defined IP address per location: Admins can define the network IP address to identify the location of their IP phone devices. In the event a device of an IP address outside of that network, it will be blocked and admins will need to manually remove the block from the device and then re-register it.
  - Exclusion: Admins can define IP addresses that can be excluded for location detection.
  - If a device is blocked, the device will not receive phone services, and admins will receive an alert notifying them of this change.
- Export report and dashboard data in PDF format
  Account owners and admins can now export PDF format of their reports and dashboards for their Call Queue historical and Quality of Service data. This functionality facilitates seamless data sharing among stakeholders.
- Incoming call focus
  Users have the choice to opt for either permitting incoming calls to take focus or maintaining their ongoing focus. Existing users will experience no alteration in their behavior after the feature release, with incoming calls prioritizing focus over the application being used. New users will find that the default setting preserves the focus on the application in use when a call is received. Submit a request to Zoom Support to enable Incoming Call Notification Focus Control for your account.
- Enhancement to Local Survivability
  Admins can now configure multiple ELIN numbers to a Survivability instance. This allows ELIN numbers associated with different locations to be assigned to a single ZPLS-enabled site. Admins can also define an outbound caller ID with a BYOC number that will be used by users when making an outbound call in Survivability mode. This outbound caller ID will also be used by extension only users who will be allowed to make calls during Survivability mode. Submit a request to Zoom Support to enable ZPLS ELIN Pool and ZPLS Outbound Caller ID for your account.
- Emergency address validation
  When entering an international address for an individual user in Belgium, France, Ireland, or Sweden, the system will automatically validate the address to ensure the accurate provision of emergency services. Note that if the address is not valid, a recommendation is provided to the end user.
  For the activation of the emergency service in Belgium, account admins need to provide their VAT number (a tax ID provided by the government to businesses). In Sweden, account admins need to provide their Organization number (a government assigned unique ID number).
  The following information is mandatory when submitting an address:
  - Street name
  - House number
  - Building name: If no House number is provided, the Building name is mandatory. If no Building name is provided, the House number is mandatory (France, Ireland, Sweden)
    Note: Building name is not applicable to Belgium.
  - Town/City
  - Postcode
  - County and Eircode (Ireland only)
Device features
- Zoom Phone Local Survivability support
  The following devices now support local survivability:
  - Poly: Edge E series
- Automatic firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes:
    - 445HD, 450HD, C450HD, RX50
  - Poly:
    - ATA 400, 402
    - CCX505
    - Edge B10, B20, B30
  - Yealink:
    - CP925
    - T31G, T31P, T33G
    - T43U, T46U, T48U
    - T53, T53W, T54W, T57W, T58W
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Poly
    - ATA 400/402
      Note: Those devices support fax, cloud failover, and assisted provisioning.
    - CCX505
User features
- Emergency address validation
  When entering an international address for an individual user or a site, the system will automatically validate the address to ensure accurate provision of emergency services.

Resolved issues

Minor bug fixes
Security enhancement
Resolved an issue where there were discrepancies between Usage and Adoption SMS dashboard data and weekly reports from the Subscription Center
Resolved an issue when a call was on hold it dropped within 20 seconds
Resolved an issue for compliance admin being unable to view SMS log details
Resolved an issue where the Zoom Phone Appliance was unable to connect to Zoom Phone Local Survivability
Resolved an issue where a subset of users were not receiving calls
Resolved an issue where two calls were merging inadvertently

August 20, 2023

Changes to existing features

Admin features
- Customize Zoom Phone Regions
  Customize Zoom Phone Regions moved from Account Management Account Profile to Account Settings General.

New and enhanced features

Admin features
- Advanced encryption for voicemails
  Once advanced encryption for Zoom Phone voicemail is enabled, voicemail messages are received and recorded by Zoom servers which encrypt them with keys only known to their intended recipients’ devices. If admins enable the Escrow feature within advanced encryption for voicemails, admins will now be able to access these keys and users voicemails. Shared Line Appearance, Shared Line Group, Call Queue, or Auto Receptionist voicemail are not supported. Additionally, functionalities like email to voicemail, transcriptions, and the ability to check voicemails through dialing or the web are disabled when this feature is enabled. To utilize this feature, users must have a Power Pack license. Only admins with appropriate permissions can manage these voicemails.
- Emails of Common Area Voicemail support
  Email distribution lists for Common Area voicemail can now be configured. This allows voicemail for Common Area Phones to be sent to a list of email recipients that manage those common area devices.
- Enhancement to Call Queue report
  Account owners and admins can now opt-in to a specific call queue to view when a user receives a call for that queue. Previously, admins could opt-in to view the member for all call queues.
- Call Queue reports customization
  Account owners and admins can now customize the view of their real-time and historical Call Queue reports for easy identification of data.
- Enhancement to Zoom Call queue for Zoom Phone for Microsoft Teams
  Account owners and admins have the ability to include Microsoft Teams users as members of a Zoom Call Queue, granting them permission to respond to incoming calls directed to that particular queue.
- Shared Line Appearance conference support
  Account owners and admins can allow their Shared Line Appearance (call delegation) members to initiate a conference call on their desktop and mobile clients. Admins can allow the call to end once the originator leaves the conference call.
- Yealink RPS IP Address range expansion
  There is an upcoming Yealink RPS IP address expansion. This platform is used for Zero Touch Provisioning of certian devices such as Yealink T5X and for advanced troubleshooting. If the platform is not reachable, these services may fail. The new IP address range as documented on the Yealink support page https://support.yealink.com/en/portal/knowledge/show?id=035c46eea77827eb20d53a4d will be activated on December 31, 2023.

Device features
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - Cisco
    - CP6821, CP6851, CP6861, CP6871
    - CP7811, CP7821, CP7841, CP7861, CP 7832
    - CP 8811, CP8841, CP8851, CP8861, CP8832 , CP8845, CP8865
- Assisted provisioning
  The following devices now support assisted provisioning.
  - 2N:
    - IP Solo
    - IP Style
    - IP Verso
- Cloud Failover
  The following devices now support cloud failover. Singapore and Hong Kong locations are not supported at this time.
  - Cisco:
    - 6800 series
    - 7800 series
    - 8800 series
User features
- VIP delegation for call handling
  Call delegation has been enhanced to provide delegators with the ability to designate specific contacts as VIP contacts. These VIP contacts are granted the privilege to bypass the delegate and directly call the delegator. Managing the VIP contacts list can be done on the client side. Delegators have the option to allow their delegates to handle their VIP contact list, granting them the authority to add or remove contacts on behalf of an executive. The regular call handling setup remains intact. However, the delegator has the flexibility to choose a ring sequence that allows the delegate to receive the call first. Users receive email notifications when they are assigned or removed as delegates. This feature is disabled by default and requires a Zoom Phone Power Pack license.
- Tagging within an SMS thread for user
  If Call Queue members have Team SMS enabled, they can assign other members within a message to share information with each other. Tagging is only allowed for members who are part of the same call queue; they cannot tag someone who is not a member. Members will be able to differentiate between the original message and any tagged messages, along with knowing the original date the message was received.
- Emergency callback from PSAP
  Users placing outbound emergency calls will have their calls directed to the Public Service Answering Point (PSAP). If the PSAP initiates a return call to the user within 30 minutes, the call will adhere to the user's specific setting under When a call is not answered, rather than ringing indefinitely.

Resolved issues

Minor bug fixes
Resolved an issue where international calls were not routed to voicemail
Resolved an issue for call notification not being received on iPhone when the phone was locked
Resolved an issue where incoming calls on Android phones had significant delays

July 21, 2023

Changes to existing features

Admin features
- Provisioning Template
  Account owners and administrators can no longer utilize the parameters provisioning/firmware/url and provision.url in the provisioning template. If these parameters are being updated in an existing template or included in a new template, an error will occur, indicating the need for their removal. However, templates created before this change will remain unaffected, and no action is required for them. If configuring these items is critical, submit a request to Zoom Support to have this enabled for your account.
- Provisioning walkthrough for Zoom Phone admins
  Shows admins how to add users to their Zoom account and provision them with the desired Zoom Phone calling plans (extensions) and phone numbers as quickly and efficiently as possible.

Device features
- Manual firmware upgrades
  The following devices can be manually upgraded.
  - AudioCodes
    - MP112, MP114, MP118, MP124

July 16, 2023

New and enhanced features

Admin features
- IP phone softkeys display
  If account owners or admins deactivate certain privileges for call queue monitoring among their users or shared line group members, those users will not have access to the corresponding softkeys on their IP phones. Only enabled features will be visible to those users, ensuring a more synchronized experience between the features enabled in the web portal and the utilization of desk phones. Previously, those disabled softkeys were visible on desk phones but not active.
- Model auto detection of provisioned IP phones
  In the event that an admin mistakenly adds an incorrect phone model number during device provisioning, the system has now the capability to automatically detect and rectify the error. This ensures that the device can receive necessary firmware updates, critical configurations, and end-user features that may have otherwise been blocked due to the incorrect model number. The admin will see an indication of the adjustment in the event this happened.
Device features
- Supported feature
  The following devices now support conference calls for up to 10 participants with the associated firmware versions.
  - Yealink:
    - CP925, firmware 148.86.3.10
    - T31G, T31P, T33G, firmware 124.86.3.3
    - T43U, T46U, T48U, firmware 108.86.3.2
    - T53, T53W, T54W, T57W, firmware 96.86.3.11
    - VP59, firmware 91.86.3.1
  - Poly Edge E
    - Edge E100, Edge E220, Edge E300, Edge E320, Edge E350, Edge E400, Edge E450, Edge E500, Edge E550, firmware 8.1.2.1128
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - Poly
    - Rove B1, Rove B2, Rove B4, Rove R8, Rove 20, Rove 30, Rove 40
  - Yealink
    - T31P, T31G, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W

Resolved issues

Minor bug fixes

June 18, 2023

New and enhanced features

Admin features
- Zoom Phone Local Survivability
  The minimum supported version for Zoom clients to support local survivability is now 5.15.0 to address a security issue. Admins need to ensure their users' clients are up to date for full functionality.
- Enhancement to Spam detection
  The Spam feature has been improved and relocated to Account Settings > Zoom Phone. Along with the automated identification of calls as Spam according to global industry standards, account owners and admins now have the ability to manually set Spam thresholds for call marking. Marked calls can be either blocked or directed to voicemail. However, be aware that calls designated as Spam and received by call queues will not be routed to voicemail, as this functionality is not supported. Please note that the automatic marking of phone numbers as Spam is currently limited to US and Canadian numbers.
- Call Queue ID association per line keys
  Account owners and administrators have the ability to grant users the option to select the caller ID of Call Queues they are part of for their outgoing calls. This feature proves useful when users have access to multiple lines on their IP phones. Admins can facilitate this functionality by configuring the desk phone line keys of their users to be associated with specific call queues.
- Firmware update rules
  Account owners and admins can schedule the automatic firmware update for supported Zoom Phone desk phones and devices. This scheduling option allows them to specify a date and time interval for the update to take place. The scheduling can be set on a weekly or monthly basis. If no specific schedule is set, the devices will be updated according to the current Zoom Phone releases. These settings can be applied at both the account and site levels. To enable this feature, submit a request to Zoom.
- Multiple Line Appearance
  The Line Key type can be set up in the line key settings to allow multiple primary line appearances on a device. Submit a request to Zoom Support to enable Multiple Lines for Hardware phones for your account. Please note this feature is supported on some Yealink and Poly models at this time.
- Provide access to phone recordings to Zoom IQ
  Account owners and admins can provide access to phone recordings from Zoom Phone to Zoom IQ. This feature is available only at the account level and applicable only to licensed Zoom IQ users. Call queue recordings are not supported at this time.
- Enhancement to BYOC/BYOP routing rules
  Account owners and admins can now view the trunk status and be able to modify route groups. They can also view all routing rules created and identify the SIP groups assigned to their respective route groups.
- Wallboard widget management for Phone
  Account owners and admins have the ability to create a Phone Wallboard widget that simplifies the identification of source reports for assessing the quality of service for their calls. This widget can be duplicated for convenience. Admins can then access an all-encompassing view of the overall quality of service, including past and ongoing calls, and enable the widget for a specific extension.
- Enhancement to Subscription Center
  Account owners and admins can now subscribe to these reports using the subscription center:
  - Auto receptionist historical report
  - Feature entitlement and membership report
  - Phones and devices dashboard
  - SBCs dashboard
  - Location tracking dashboard
Device features
- Automatic Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 405HD
  - Poly
    - Trio C60
    - CCX400, CCX500, CCX600, CCX700
    - Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
  - Yealink
    - CP925
    - T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W
    - VP59
- Manual Firmware upgrades
  The following devices can be manually upgraded.
  - AudioCodes
    - MP112, MP114, MP118
- cloud failover
  Failover support allows Zoom Phone devices to register automatically to an alternate Zoom Phone data center when the primary data center becomes unavailable through planned or unplanned downtime. The following devices are now added to the supported list:
  - AudioCodes: MP112, MP114, MP118
- Multiple line appearance with separate outbound caller ID
  The following devices support Multiple Line Appearance with separate outbound Caller ID:
  - Yealink: T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W, VP59

Resolved issues

Resolved an issue where calls to emergency numbers had delayed progress indication
Resolved an issue where a call could not be established when a call forwarded from an iOS device
Resolved an issue where two calls were merging
Resolved an issue where agents were showing offline
Resolved an issue where when using the invite via Zoom Phone feature within a meeting, clicking the Complete meeting invite button multiple times causes the invited party to be added multiple times and the invitation fails
Resolved an issue where SMS view keypad dialing was not showing the curser when hitting the dial pad
Resolved an issue where users were unable to send SMS messages as the area to type messages had a message stating "your direct number has been removed by your admin. You cannot send messages"

May 28, 2023

New and enhanced features

Admin features
- Bulk import keys and positions for assigned common areas
  Account owners and admins can assign keys and positions to multiple common areas by importing a CSV file. When imported, these keys and positions will be added/appended to any existing keys and positions for those common areas. Previously, admins could only import keys and positions to users only.
- Common area outbound caller ID
  Account owners and admins can set extension phone numbers or any company phone numbers as the outbound caller ID of common area phones. The devices can also be allowed to change their caller ID when placing calls. Admins can use a CSV file to apply this feature to multiple common area phones at once.
- Enhancement to Common areas
  Account owners and administrators have the ability to enable or disable received calls for shared line groups on their common area phones. Additionally, they can view the shared line groups to which they belong.
- Teams Direct Routing
  Administrators and account owners have the option to buy a Zoom Phone for Microsoft Teams license, which permits their users to make and receive calls directly in Microsoft Teams. These licenses can be assigned to users individually or in bulk through the use of a CSV file. At the account level, administrators can activate the functionality of this feature.
- Zoom clients registration list
  Account owners or administrators have the ability to access the past data of their Zoom Phone desktop client or mobile app registration activities. The data comprises the outcome of the registration process, indicating whether it was successful or failed. In case of a failed registration, the reason for the failure is also provided.
- SMS support for US/Canada Toll-free phone numbers
  Account owners and admins can enable SMS functionality for their US/Canada Toll-free phone numbers. To activate this feature, they need to fill out a verification form and submit it to Zoom Support. The verification process typically takes up to four weeks. It is important to note that there is a charge per message when using SMS with Toll-free numbers.
- Enhancement to call logs
  The revamped call log is now accessible by clicking on the New view on the top right of the call logs page. Admins now have access to advanced filters for call type, result, extension type, number type, group, events in the call, spam, and result. The call path column now provides detailed descriptions of the steps that take place during a call.
Device features
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - Poly
    - Trio C60
    - CCX 400, 500, 600, 700
    - VVX 101, 150, 201, 250, 301, 311, 350, 401, 411, 450, 501, 601
    - OBi 300, 302
  - Yealink
    - CP935W, CP935W Handset
- Send page to Paging adaptor and SIP devices
  Account owners and admins now have the ability to send pages to Zoom-certified output devices such as SIP Speakers, SIP Horns, Paging adapters, and Visual Alerters from both Cyberdata and ALGO, which are supported. However, it's important to note the following limitation: Algo and Cyberdata Paging Adapter & IP speaker/horn devices/Visual Alerter do not support the Cloud Paging's Emergency Paging overwriting Standard Paging feature. Therefore, Algo and Cyberdata Paging Adapter & IP speaker/horn devices/Visual Alerter will treat all Cloud Paging as a standard page.
- Certified devices
  Account owners and admins can add the following phone to the Zoom web portal as part of the provisioning process.
  - Yealink CP935W
- Cloud failover
  Failover support allows Zoom Phone devices to register automatically to an alternate Zoom Phone data center when the primary data center becomes unavailable through planned or unplanned downtime. The following devices are now added to the supported list:
  - Poly OBi 300/302, Rove series

Resolved issues

Security enhancement
Minor bug fixes

Note: The Enhancement to automatic call recording feature has been rolled back due to late bug discovery and will available in an upcoming release.

April 16, 2023

Change to existing features

Zoom Assistant
Zoom Assistant moved from the meetings account settings and is now under the new Zoom Assistant tab under account settings.

New and enhanced features

Admin features
- Persistent 10DLC registration banner for unregistered US/CA accounts
  If US/CA Zoom Phone and Zoom Contact Center accounts have not completed the 10DLC registration process (not verified their brand and have an active campaign) and don't have a minimum of one phone number associated with their active 10DLC campaign, a persistent banner will be displayed in their web portal account under Phone Number Management>Phone Numbers stating "Please add your US and Canada numbers to a 10DLC campaign to avoid SMS filtering by mobile operators. More details"
- Hide incoming calls while in a meeting
  Users can use a setting in their mobile client to hide incoming phone calls while in a meeting. Previously hiding incoming calls was only supported on the desktop client.
- Expansion on the IP address range for Poly PDMS-SP
  There is an upcoming expansion on the IP address range for Poly PDMS-SP. This platform is used for Zero Touch Provisioning of certain devices such as Poly CCXs and for advanced troubleshooting. If the platform is not reachable, these services may fail. The new IP address range as documented in this article will be activated on July 1, 2023, and this applies to Poly UCS devices and OBi devices.
- Spam call detection and blocking
  Account owners and admins can opt to enable automatic spam call tagging or blocking, subject to their consent. Users will be able to indicate that a phone call was a spam call in their individual client call log. The admin can also set the threshold for determining the number of tags from users for which to take action. Any calls that are blocked will be recorded in the call log as being blocked by the spam filter. If the filter wrongly categorizes a phone number as spam, the admin can whitelist that number to exclude it from the filtering system. Moreover, admins can choose to not enable this feature and have Zoom alert their users when a call is suspected of being spam to block those calls manually.
- Bulk upload phone numbers assignment to campaigns
  Account owners and admins can bulk upload phone numbers to assign to their campaign if their account has multiple campaigns.
- Support for native SMS in Australia
  Account owners and admins can now set up SMS for native numbers in Australia to allow their users to send and receive texts from their Zoom client.
  Note: This feature is delayed and will be released on April 23, 2023.
Device features
- New supported feature for IP phones
  The following devices now support provisioning templates.
  - All certified Grandstream devices
- Supported device
  The following DECT device is supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process:
  - Poly Rove 20/B1
- Cloud failover
  Failover support allows Zoom Phone devices to register automatically to an alternate Zoom Phone data center when the primary data center becomes unavailable through planned or unplanned downtime. The following devices are now added to the supported list:
  - Poly Edge B10, Edge B20, Edge B30 and VVX D230 DECT
  - AudioCodes M500Li, 445HD, 450HD, C450HD, RX50, MP1288
- Local survivability support
  The following devices now support local survivability:
  - AudioCodes: 445HD, 450HD, C450HD, RX50, MP1288
- Fax Support
  The Grandstream HT8XX ATA series support fax using G.711 passthrough.
- Supported devices
  The following DECT devices are supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process.
  - Yealink W57R and W78H
- Expansion Module support on Poly Edge E series
  Expansions modules can be attached to the following devices:
  - One expansion module can be attached to a Poly Edge E400 or E450.
  - Up to two expansion modules can be attached to a Poly Edge E500 or E550.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
  - Poly
    - Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550, Rove-B1, Rove 20
  - Yealink
    - W57R, W78H

Resolved issues

Resolved an issue where calls couldn't be controlled from the desktop client.
Resolved an issue where inbound calls did not ring or took a long time to do so.
Resolved an issue where external contacts were not showing their name when using SMS
Resolved an issue where calls on hold could not always be picked up

March 19, 2023

New and enhanced features

Administrator features
- Zoom Assistant
  Zoom assistant is a new feature that allows the following:
  - With a Zoom Phone Pro license, users have access to a desktop panel interface that provides search, speed dial, ability to call and transfer calls.
  - With a Power Pack license and Zoom Phone Pro, Zoom Assistant functionality expands to include Power Pack functions like answering calls for call queues and shared lines groups
  - To enable the Zoom Assistant feature, account owners and admins can enable it at the account or user level. Once enabled, users have the ability to enable/disable the feature from their own settings in the web portal and control its functionality from their client. Accounts that previously had users with Power Pack desktop experience turned ON will have Zoom Assistant turned ON for those same users, to ensure continuity.
- Chat channel for call queues
  Account owners and admins can enable this feature at the account level to allow their call queues admins to create a chat channel for their groups. Once enabled the admins can then create a chat channel for that group to allow members to communicate with each other via chat.
- IP address access control
  Account owners and admins can use this feature to allow their users to access phone recording and voicemail from specific IP addresses. When this is turned on, voicemail/videomail files and transcriptions will not be included in the email notification for those items. This feature can be enabled at the account level and is available for client version 5.14.0 or higher.
- Emergency addresses setup on ATA devices’ port
  The default emergency address when adding an ATA will be the site, or if multisite is not enabled, will be the account level emergency address. This address will be automatically configured on the port assignments when users or common areas are assigned to the ATA. Administrators or account owners can change these addresses on a per port basis to another address that has been added already to the Account Level, Emergency service list of addresses. When editing port assignments or removing port owners, the previously configured emergency address will remain the same. The admin can edit it as part of the port changes if desired.
  Notes:
  - For sites that have Nomadic Emergency Services (NES) enabled, the port’s emergency address is used.
  - When multi-site is enabled, the site's emergency address will become the ATA Ports & Positions default emergency address. Note: Only available for United States/Canada addresses.
  - For non-United States/Canada site/account, emergency address cannot be configured.
- Wildcard support for emergency services
  When adding BSSID information for an emergency location or sub-location, account owners and admins can use wildcard characters to match a specific BSSID as reported by a client.
- Restrict routing calls to operator and cross-site call forwarding
  Account owners and admins now have access to the following policies at the account, site, and user level settings to restrict those functions to users who don’t need them under their voicemail settings (those settings are enabled by default):
  - Restrict cross-site call forwarding and routing, when disabled, users won’t be able to forward or route their calls to another site. They will be able to forward those calls only within their own site.
  - Allow callers to reach an operator, when disabled, users won’t be able to forward or route their calls to an operator.
- Desk phone general settings
  The web interface and admin password of an IP Phone can now be managed at the site and user/common area levels. Previously, admins could manage those settings at the account level only. If settings are modified, the devices will have to be restarted to be updated with the new settings.
- Enhancement to Directory
  Blocked list under Directory is now renamed Private Directory and now allows admins to exempt some users from being searchable within the phone directory except by permitted users. The users in the private directory are hidden from the client by default and cannot be customized. The customization of who can see a hidden user is done by the admin in the web portal.
- Enhancement to Alerts and Notifications
  Emergency services alerts moved from the site settings and is now part of the Alerts and Notifications menu. Account owners and admins can add alerts by location when an emergency number is called and be notified at desired time intervals.
- Enhancement to Automatic and Ad Hoc Call Recording
  Account owners and admins can import multiple members in bulk to the list of access of an extension automatic and ad hoc call recordings.
- Enhancement to Phone roles
  Phone roles and permissions has been enhanced to allow admins to do the following:
  - Sort the role list based on name, description, and number of members
  - Search a role by partially entering a name
  - Inability to create a role with a name that already exists
  - Copy targets from other members to easily transfer that role to a new admin
  - Add multiple members to a role at once
  - Export the list of roles to a CSV file
- Enhancement to Call Queues
  Account owners and admins can add members in bulk and sort the call queue members list.
- Enhancement to Analytics and Reports
  The User Feature Entitlement Reports is renamed Feature Entitlement and Membership Reports. The Call Handling Ring Mode field of that report has been enhanced to show as being simultaneous or sequential for a user. The Call Queues, Shared Line Groups, Delegation, Assistant for, and Call Pick Groups fields have been added for visibility of those data.
User features
- IP address access control
  Admins can allow their users to access their phone recording and voicemails from specific IP addresses. If the user is out of the designated IP address, those items will not be accessible in the web portal.
- Opt in/out of Shared Line Groups
  Users have the ability to opt in or out of a shared line group directly from their IP phone. Only Poly Edge E, Poly VVX, Yealink Tx series and AudioCodes, Cisco devices are supported at this time. Contact your account executive to enable this feature for your account.
- Zoom Assistant
  If enabled by their admin, users can enable/disable Zoom Assistant from their own settings in the web portal and control its functionality from their client. Users can perform basic functions such as search, speed dial, and inline transfer of calls with a Zoom Pro license. To perform call queues and shared lines actions in addition to those basic functions, the Power Pack license is required with the Zoom Phone Pro license.
Devices
- Local survivability support
  The following devices now support local survivability:
  - Yealink: CP920, CP925, T31G, T31P, T33G, T42S, T46S, T48S, T43U, T46U, T48U, T53, T53W, T54W, T57W, T58W, W60P, W70B, W80DM, W90DM
- Tap to automatically hot desk into your IP phone
  Users can use their Zoom client on their mobile to quickly sign into an IP Phone by simply Tap to Hotdesk. Admins will have to enable this for Poly Edge E devices only. Requires Zoom Client 5.14.0 or later and iOS/Android devices.
- Cloud paging
  AudioCodes, Poly, and Yealink devices now support paging. Account owners and admins must send a request to Zoom Support to enable the feature for their accounts. Once available in their account, it’s disabled by default but admins can enable it for their chosen users. Admins can create a group of members allowed to receive paging and use softkeys to reach that group. The following devices are supported:
  - AudioCodes C450HD/ 450HD/ 445HD
  - Yealink T58W, T53/T54/T57W, T43U/46U/48U, T31P/ T31G/ T33G
  - Poly Edge E series
- Supported device
  The following IP phone is supported. Account owners and admins can add the device to the Zoom web portal as part of the provisioning process:
  - Grandstream WP810
- Sync Do Not Disturb (DND) from IP phone to client
  When a user set DND on their IP Phone, then all other Zoom endpoints used by the user will show as DND and will not receive incoming calls. The following devices are supported:
  - Poly Edge E, EdgeB, and VVX
  - Yealink Tx series
    Submit a request to Zoom Support to enable this feature.
- Enhancement to Phones & Devices dashboard
  The Phones & Devices dashboard has been enhanced to address the number of users using the Zoom client for Zoom Phone. Admins can see the client type the user is using and their number of registration against that client. Those data can be exported to a CSV file.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
  - Grandstream
    - WP810
  - Yealink
    - CP925, T31G, T31P, T33G, T43U, T46U, T48U, T53, T53W, T54W, T57W, T58W, W70B, W80DM, W90DM
    - W53H, W56H, W59R, W73H

Resolved issues

Minor bug fixes

February 26, 2023

New and enhanced features

Administrator features
- Add MMS to Customer Managed Key (CMK)
  Multimedia Message Service (MMS) is now added to the CMK framework to offer additional security features to customers who manage their own keys.
- Force calls out through PSTN
  Account owners and admins can create sites to route their VOIP calls to PSTN for countries that don’t allow calls to leave the country over their IP network. This feature is in beta, must be enabled by contacting Zoom Support, can be implemented only during a site creation and cannot be implemented afterward. The following restrictions will apply for that site:
  - Auto-receptionist calls cannot be forwarded to users, auto-receptionists, call queues, Zoom Rooms, ATA, CAP of another site.
  - Call queues cannot add users and forward calls to call queues, shared line groups, Zoom Rooms, auto-receptionists, CAPs, or users from another site.
  - Shared line groups cannot add users or forward calls to call queues, shared line groups, Zoom Rooms, auto-receptionists, CAPs, or users from another site.
  - Call pickup groups cannot add users from another site.
  - Monitoring cannot be done from another site.
- Site code
  The site code length has been increased from 5 to 6 digits.
- Routing PSAP callback for blocked external call
  Account owners and admins can route emergency calls to Public Safety Answering Point (PSAP) when external calls are blocked for a user. Those calls will be allowed for two hours in case the PSAP calls back.
- Connection history with Cloud peering partner/carrier
  Providers can now view the exact state of the service connection, date, and time for each customer that is serviced by the carrier and partners.
- Deletion of 10DLC ghost campaigns
  To prevent customers from incurring a $250 fine from mobile operators, if an account has campaigns that do not have at least one phone number associated with them within 60 days of its creation, a reminder will be sent to the customer at day 15 and 30 to let them know there is no phone number in the campaign. At day 45 if the campaign is still empty, an email notification will be sent stating the campaign is now a ghost campaign. At day 59, the ghost campaign will be deleted and an email notification will be sent to the customer advising them that the campaign has been deleted. This will be continuously evaluated and ghost campaign deletions will take place in a rolling 60 day period
- Enhancement to alerts and notifications
  Account owners and admins can now choose a site as target and set up a threshold when a specific number of devices goes offline.
- Enhancement to subscription center
  The email recipients of the subscription has been extended to emails that are not part of your account, however, they will not receive an email confirmation. Account owners and admins can additionally subscribe to these reports using the subscription center:
  - Call queue opt in/out historical report (CSV file)
  - User performance report (CSV file)
- Latvian phone number
  Latvian phone numbers are now available when selecting phone numbers.
Devices
- Cloud paging
  Poly Edge E devices now support paging. Account owners and admins must send a request to Zoom Support to enable the feature for their account. Once available in their account it’s disabled by default but admins can enable it for their chosen users. Admins can create a group of members allowed to receive paging and use softkeys to reach that group.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - Poly
    - D230
    - Trio C60
    - CCX400, CCX500, CCX600, CCX700
    - VVX101, VVX150, VVX201, VVX250, VVX301, VVX311, VVX350, VVX401, VVX411, VVX450, VVX501, VVX601
    - Edge E100, Edge E220, Edge E300, Edge E320, Edge E350, Edge E400, Edge E450, Edge E500, Edge E550
- Zero touch provisioning for Grandstream devices
  Zero touch provisioning is available for the following Grandstream devices to facilitate quicker and more streamlined onboarding:
  - GRP2601, GRP2602, GRP2603, GRP261x, GRP262x, GRP263x, HT80x, HT81x series of devices
- Local contacts
  Users of Poly devices can now save and store local contacts directly on the phone itself.
- Local survivability support
  The following devices now support local survivability:
  - AudioCodes: MP-112, MP-114, MP-118, MP-124, MP-1288

Resolved issues

Minor bug fixes
Resolved an issue where when client version 5.12.9 (10560) was connected to VPN and using phone the user would see an error code 701
Resolved an issue where status bubble was not populating in Phone tab lines of the client for a subset of users

January 15, 2023

New and enhanced features

Administrator features
- Enhancement to location services
  If location services is disabled by a user, account admins can prevent the user from sending SMS for certain locations.
- Enhancement to Caller ID
  Account owners and admins can prevent their users from blocking caller ID on outbound calls on their clients and IP phones (PWA, ZPA, and ZRs are not supported at this time). This feature is a sub-feature of the current Select Outbound Caller ID feature. When disabled, allows an extension not to hide their caller ID. This feature is enabled by default.
- Enhancement to BYOC
  The SMS feature is now supported for BYOC phone numbers. Admins can activate the SMS service to those numbers along with full 10DLC compliance. Domestic SMS messages are not charged, however, international SMS messages are charged at metered rates. This feature is only available in the US and Canada at this time.
Devices
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Grandstream:
    - HT801, HT802, HT812, HT814, HT818
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
  - Cisco
    - ATA 191, ATA 192
  - Grandstream
    - HT801, HT802, HT812, HT814, HT818
- Local survivability support
  The following devices now support local survivability:
  - Poly: CCX400, CCX500, CCX600, CCX700, Trio C60, Trio 8500, Trio 8800

Resolved issues

Security enhancements
Minor bug fixes
A Security enhancement has been implemented, where a site-specific admin is restricted to users, common areas, and devices of their own site.

December 18, 2022

Changes to existing features

Removal of inactive 10 DLC campaign phone numbers
Zoom Phone will be removing 10DLC phone numbers that have not sent a message in the past 59 days. This will happen on a regular basis to ensure accounts are not charged for inactive 10DLC registered numbers. Account owners and admins of affected accounts will receive email notifications stating the phone numbers that will be or have been removed from their 10DLC campaign.

New and enhanced features

Administrator features
- Manual provisioning of Zoom Phone for Zoom One bundles
  Zoom One Business Plus, Zoom One Enterprise, and Zoom One Enterprise Plus accounts can determine if the Zoom Phone feature of the Zoom One bundle is assigned manually or automatically to their Zoom One users. This can be determined during or after the initial Zoom Phone setup.
- Support for Chat Etiquette policies in SMS
  Account owners and admins can apply SMS Etiquette policies to Zoom Phone SMS messages. When enabled, users are notified when their SMS messages trigger Chat Etiquette policies.
- Display Zoom Phone numbers in E.164 format
  Account owners or admins can enable or disable Display Zoom Phone numbers in E.164 format to specify the default display format of Zoom Phone numbers in the Zoom Phone admin portal. If the option is disabled, Zoom Phone numbers are displayed in the regional access number format. The setting does not impact the Zoom Phone numbers format in personal interfaces.
- Zoom Phone for PWA
  Zoom Phone admins can enable Zoom Phone for PWA on their account to allow their PWA users with a Phone license to make calls and send SMS from their Zoom PWA.
- End personal conference call once the originator drops
  Account owners and admins with access to account-level settings can enable or disable a policy setting to automatically end personal conference calls when the originator drops from the call. The originator is the first person that merged the other participant(s) into the conference call. This will not affect the conference barge feature of shared line groups. For accounts that do not have the multi-party conference feature, there can be more than one originator on the conference call. In this case, the conference call will only end for participants that were brought in by the originator who leaves the call, and the rest of the participants will remain on the conference call. The conference call will only continue as long as there is a valid Zoom Phone user of the account on the call.
- Auto receptionist historical report
  Account owners and admins with the Power Pack add-on can view metrics on how callers interact with their auto-receptionist and IVR systems. Metrics include the average IVR duration and the percentage of calls routed to specific destinations.
- User performance reports
  Account owners and admins with the Power Pack add-on can view individual agent performance metrics by group, site, department, and cost center. Metrics include the average amount of calls per day and the percentage of missed calls. Both admins and users can see this report. When a user looks at the report, he will see his own performance. We also compare one user's performance with the group/site group.
- Display end-of-call experience feedback survey
  Account owners and admins can display a thumbs-up/down survey at the end of each call. If participants respond with thumbs down, they can provide additional information about what went wrong. This setting can be changed at the account, group, site, or user level. Admins can also choose if the survey is displayed for every call, or only for calls when call quality issues are detected. This feature must be enabled by Zoom.
- Enhancements to data retention and residency
  Account owners and admins can set Zoom Phone data retention and residency policies according to financial and legal compliance requirements. When users, call queues, auto receptionists, and shared line groups are deleted, their data is retained as follows:
  - Voicemails are retained and visible under Logs, Voicemail tab. Admins are notified that the voicemail belongs to a deleted entity.
  - Call logs are retained and visible under Logs, Calls tab Admins are notified that the call log belongs to a deleted entity.
  - When users or auto receptionists are deleted, their Short Message Service (SMS) data is retained and visible under Logs, SMS tab. Admins are notified that the SMS data belongs to a deleted entity.
  - Admins can view deleted voicemails, SMS, and logs as part of the Compliance Officer role in addition to the Phone System admin and Phone Site admin roles.
- Enhancements to Power Pack outbound monitoring metrics
  Account owners and admins with the Power Pack add-on can view the number of active outbound calls in real time. They can also view the total outbound calls with answered calls and unanswered calls. The active outbound metrics will also be available in Wallboard
- Enhancements to Subscription Center
  Account owners and admins can subscribe to these reports using the Subscription Center:
  - Access reports (CSV file)
  - Call queue historical chart report
  - Call queue historical detail report (CSV file)
  - User feature entitlement reports (CSV file)
  - User usage reports (CSV file)
- Enhancement to imported contacts
  When contacts are uploaded by admins, these contacts are found by using the search bar or phone dialer. Searching contacts supports as many contacts as were uploaded. Previously, only up to 1000 imported contacts were searchable.
Devices
- Voicemail access for common area devices
  Common area devices can access voicemail services when added as a member of an auto-receptionist, shared line group, call queue, or a User. Users of common area devices can access voicemail to listen, forward, and delete messages from desk phones according to permissions when added as a member.
- Only show call history for signed-user user
  Account owners and admins can enable an account-level setting so that common area devices with hot desking will only display call history for the current signed-in user. This feature must be enabled by Zoom. This feature is supported on these models:
  - Poly (Soundpoint, Soundstation, Trio, CCX, VVX, Edge-E)
  - Yealink - all certified desk phones
  - Cisco - all certified desk phones
- Firmware upgrade
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes: 445HD, 450HD, C450HD, RX50
  - Poly: Trio 8500, Trio 8800
  - Yealink: CP920, CP925, T31G, T31P, T33G, T42S, T46S, T48S, T43U, T46U, T48U, T53, T53W, T54W, T57W

Resolved issues

Minor bug fixes
Resolved an issue where custom audio prompts in auto receptionists had low volume for callers

November 20, 2022

New and enhanced features

Administrator features
- External calling on Zoom Rooms Common area
  Account owners and admins can allow Zoom Rooms to call external phone numbers based on the calling plans and other Zoom Rooms policies when using the default Zoom Room Common Area package.
- SBCs Dashboard
  If the SBC tool is enabled, account owners and admins can use the trunk dashboard to view the list of their SBCs and locations with status in real-time. Admins can also customize call buckets based on SIP error codes with names to identify errors as desired. Up to 6 buckets can be created.
- Enhancement to IP phone management
  Account owners and admins now have the ability to add a single IP phone device to the portal and not assign it directly to a user or common area. Previously admins could only add multiple devices for management using a CSV file.
- Enhancement to Zoom Phone Quality of Service Dashboard
  Account owners and admins can view the quality of service of SBCs names and search for external calls.
- Enhancement to Call queue real-time analytics dashboard
  The call queue’s KPI has been enhanced to allow admins to see performance metrics about their agents.
- Enhancement to Zoom Phone role
  Account owners and admins can assign the Data Residency privilege to some of their Zoom Phone admin roles. This privilege allows admins to view or access storage locations for communication content (voicemail, recording, transcription, custom greeting prompts) and operation data.
User features
- Split Zoom Apps for the Call Handling
  Users can rearrange the order of the apps and devices where their calls are received.
Devices
- Firmware upgrade
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
- Poly
  - Trio C60
  - CCX400, CCX500, CCX600, CCX700
  - Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - AudioCodes M500Li Analog Gateway (ATA)

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue when importing emergency information using a CSV file, the wrong emergency address was showing in the address line.

October 23, 2022

Changes to existing features

Virtual background for videomail
This feature is now available to all accounts with Zoom Phone licenses. Previously you needed to submit a request to Zoom Support to enable it on your behalf.

New and enhanced features

Administrator features
- Media source ports
  Account owners and admins can set the number of source ports for media that will be used on their Zoom desktop and mobile devices during a call. A minimum of 50 ports should be configured to make sure the functionality is not affected. This can be applied on all Zoom clients, Zoom Phone Appliances, Zoom Rooms, and VDI clients for phone. Zoom PWA is not supported at this time. Any changes to this configuration will require the Zoom clients to restart to take effect. If Peer to Peer media is enabled, this setting does not take effect. This feature requires the Zoom client version 5.12.6, coming up beginning of November, or higher. Zoom Rooms and Zoom Phone Appliances will be supported on version 5.13.0.
- Background Image for Cisco Devices
  Account owners and admins can add a background image for Cisco IP phones 6871, 8811, 8841, 8851, 8861, 8845, and 8865. The background image is controlled at the account level using a URL for the image.
- Enhancement to Zoom Phone roles
  Account owners and admins can assign the Personal Emergency Address Access privilege to some of their Zoom Phone admin roles.
- Enhancement to Japan Zoom Phone numbers purchase
  When purchasing Zoom Phone numbers for Japan, admins can now download the English or Japanese Power of Attorney document. This document must be printed, signed and uploaded using the same KYC experience to complete the process.
User features
- External Contacts Searchable by IP phones
  IP phone users can search for, select, and place calls to members of a shared directory of external contacts. This feature is available for Cisco, Poly, Grandstream 260x series only, and AudioCodes.
Devices
- Firmware upgrade
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
    - MediaPack MP-1288 analog gateway
  - Poly
    - Edge-E100, Edge-E220, Edge-E300, Edge-E320, Edge-E350, Edge-E400, Edge-E450, Edge-E500, Edge-E550
  - Yealink
    - CP920, CP925
    - T31G, T31P, T33G, T42S, T43U, T46S, T46U, T48S, T48U
    - W60P, W70B, W80DM, W90DM
    - W53H, W56H, W59R, W73H

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue where some Zoom Phone metered licenses were converting to common areas licenses
Resolved an issue where the correct firmware for Algo devices was not showing
Resolved an issue where creating an SMS campaign was unsuccessful
Resolved an issue where some common areas did not migrate
Resolved an issue where when changing a text-to-speech audio file in use of an auto-receptionist, the updated file is played during the review but the old file is still played to callers.
Resolved an issue where email notifications were duplicated for auto-receptionist voicemails

September 18, 2022

New and enhanced features

Administrator features
- Custom emergency service number
  Account owners and admins can define custom emergency numbers for their entire accounts or sites. Once those numbers are created, they cannot be used as an extension or external number. For example, these numbers can be used to route special extensions to an offset destination for legacy call handling. Please submit a request to Zoom Support to enable the Display Custom Emergency Number Configuration feature for your account.
- Enhancement to Automatic and Ad Hoc Call Recording
  Account owners and admins can now select a setting to play a recording beep tone to all participants in a call.
- Enhancement to alerts and notifications
  Admins can set up a QoS alert that will be generated according to their defined call voice quality score and receive an email and/or a chat notification to alert them of the severity.
- Subscription Center
  Account owners and admins can schedule the delivery, by cadence, of Quality of Service and Usage & Adoption reports to subscribed email recipients.
- Voicemail access from Common area phones
  Account owners and admins can enable a voicemail box for their common area phones as part of their policy, to allow callers to leave a voicemail if users of that device are unable to answer their calls. Admins can set up a list of users that are allowed to manage those voicemail messages.
- Asset library
  Account owners and admins can manage their audio library for greetings, music on hold, etc. in a centralized location. The library includes users, call queues, auto receptionists, and shared line groups audios. Up to 1,000 audio files can be uploaded and each file must be less than 10MB in size.
- External contact automatic call recording
  Account owners and admins can enable a setting to identify their external contacts that have their calls automatically recorded. This setting can be enabled per individual contact, per CSV import, or API.
- Enhancements to Zoom Phone roles
  Under Zoom phone roles, admins should be explicitly granted permission to have access to users’ SMS, voicemail, and recordings. Account owners can set users' voicemail PINs not viewable by admin under account settings.
- Enhancement to user template
  Account owners and admins can modularly configure call handling for business, closed, and holiday hours in the user templates at the account and site levels.
- Enhancement to personal voicemail and videomail
  Account owners and admins can allow their users to use a virtual background in their videomail and greeting. Submit a request to Zoom Support to enable Virtual background for videomail for your account.
- Toll Bypass Restrictions
  Account owners and admins can enable this site-level setting for BYOC to meet the regulatory requirements on Toll Bypass required in India. This setting is only available for accounts that have sites enabled.
User features
- Voicemail timestamp during playback
  Users playing back their voicemail from a supported IP phone can now hear the date and time when the message was received. Previously only the phone number and extension could be heard during playback. This feature is only available for users who have American English or British English as their Audio prompt language. Please contact your Zoom representative to enable this feature for your account.
Devices
- Enhancement to voicemail handling for IP Phones
  Users can forward voicemails directly from their supported desk phones to internal extensions/names and external contacts depending on their voicemail policy using softkeys or DTMF codes. Once the voicemail is forwarded, it will be marked as read.
- Enable SRTP AES-256 bit encryption for Cisco IP phones
  Account owners and admins can enable SRTP AES-256 bit encryption for Cisco IP phones 6800, 7800, and 8800 series.
- Supported features for Poly Edge B series IP phones
  This series of Poly IP phones now support location detection for emergency calls.
- Supported features for Grandstream
  Grandstream GRP 260x series desk phones support company directory search.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
    - MP-1288
  - Grandstream
    - GRP2601, GRP2602, GRP2603, GRP2604, GRP2612, GRP2613, GRP2614, GRP2615, GRP2616, GRP2624, GRP2634, GRP2670
  - Poly
    - CCX400, CCX500, CCX600, CCX700
    - Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
  - Yealink
    - VP-59
      Note: Firmware version 3.14 will be removed from the drop-down menu in the web portal and any existing rules with 3.14 will get deleted
- Certified devices
  Account owners and admins can add the following phones to the Zoom web portal as part of the provisioning process.
  - Poly Edge E series: E100, E200, E320, E350, E400, E450, E500, E550
  - Grandstream GRP series: GRP2612, GRP2613, GRP2614, GRP2615, GRP2616, GRP2624, GRP2634, GRP2670

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue where the usage report did not reflect the appropriate reserved number fee
Resolved an issue where users were unable to delete voicemails on the desktop client from the direct Sales line
Resolved an issue where clicking on a phone number link from the directory contacts in Windows did not display the entire phone number in Zoom
Resolved an issue where remote call control was being lost when the VDI screen was being locked and then unlocked
Resolved an issue where blind transfer calls from Poly Edge-B IP phones were hanging up
Resolved an issue where upgrading the Zoom Windows client from version 5.11.4 to 5.11.9 was turning off location permissions settings within the client

August 21, 2022

New and enhanced features

Administrator features
- 10DLC Compliance for SMS/MMS
  Account owners and admins can set up 10DLC compliance for US/Canada via self service. Use this link to set up your account with 10DLC.
- Japan Zoom Phone numbers purchase
  Account owners and admins can identify the type of phone numbers being purchased for Japan as being 0ABJ or 050 phone numbers. Previously purchasing those phone numbers appeared as generic toll phone numbers.
- Restricted Call/SMS Hours
  Account owners and admins can define the time frame when an extension or user CANNOT make or accept calls and send SMS. The restricted hours, follow the “When a call is not answered” user call handling setting. If this setting is enabled, outbound and inbound emergency calls and SMS will still be allowed. SMS settings only apply to users.
- Allowed Calls/SMS Locations
  Account owners and admins can define the locations where users can make and accept calls and send SMS. When the users are outside of the allowed locations, calls and SMS will follow the “When a call is not answered” user call handling setting. If this setting is enabled, outbound and inbound emergency calls and SMS will still be allowed. SMS settings only apply to users.
- Enhancement to location sharing for Windows clients
  Account owners and admins can enable a policy to allow Windows clients to automatically share their locations without the need for the user to manually enable this feature from their Zoom app. This is useful when nomadic emergency services and/or location based call restrictions are enabled. Users will be notified in the Zoom app that their admins enabled this feature on their behalf under Location Permission.
- Enhancement to Zoom Phone QoS Dashboard
  Enhancement to the QoS dashboard include:
  - A call direction and duration can be filtered with multiple selections.
  - The E164 format can be used when searching for a phone number.
  - Calls can be filtered for a group of users and can be applied to the overall and specific calls.
  - Data can be exported to a CSV file.
- Opt In/Out report
  Account owners and admins can run the call queue historical report and call log to review the list of agents that opted-in/out of call queues. Admins will see the user’s extension, the reason and timestamp of when the agent’s status changed, the opt-in/out status, the corresponding call queue, and the extension of the person that made the change. Data is visible only with a Power Pack license.
Devices
- Supported features for desk phones:
  - Poly IP Phones
    Users can add local contacts directly to the directory of their physical Poly IP phones. Submit a request to Zoom Support to enable this feature.
  - Cisco MPP IP Phones
    - Admins can add a comma between speed-dials and be able to transfer a call to voicemail using the **EXT DTMF code.
    - Users can add their company directory on Cisco MPP IP Phones and Devices. This change applies to 6800/7800/8800 and xx32 conference phone series.
- Cisco IP Phone custom firmware rules
  Admins can create a custom firmware that includes the vendor, model, and firmware version to manage the firmware of their Cisco IP Phones.
- Supported device for Cisco MPP 8865
  Cisco V-KEM (Key Expansion Module) is now supported for the 8865 IP Phone.
- Firmware upgrades
  The following devices will receive firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - Cisco:
    - MPP 68, 78, 88 series
      Note: 11.3.4 has been retired and is no longer available for usage. Any devices using 11.3.4 will be upgraded to the latest supported version.
  - Poly:
    - Multi-cell Rove B2, B4
    - Rove 30, 40
    - Rove R8 Repeater

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue where admins were unable to purchase additional phone numbers
Resolved an issue where the sorting ported option did not follow the submission date
Resolved an issue where admins were unable to assign a BYOC to India Zoom Phone users
Resolved an issue where the audio library was showing only 10 entries
Resolved an issue where some Zoom Phone contacts were not displaying and couldn’t be called
Resolved an issue where “device online/offline” was not translated properly in Japanese in the web portal
Resolved an issue where Poly IP phone could not be added
Resolved an issue where the API for SMS details/history were not pulling the correct data
Resolved an issue where emergency address for common area couldn't be confirmed
Resolved an issue where Zoom Phone did not work on Zoom Room

July 17, 2022

Changes to existing features

UI enhancement for Customize Zoom Phone Regions setting
The description for the Customize Zoom Phone Regions setting has been updated to explain where data in transit is flowing. In failover scenarios, traffic may flow into a region that is not selected. For example, Frankfurt fails over to Amsterdam even if Amsterdam is not selected. Admins will need to review the settings and accept the change.

New and enhanced features

Administrator features
- Enable automatic end-to-end encryption
  Account owners and admins can enable End-to-end encryption for more protection in their internal phone conversations. This feature applies to callers that belong to the same account.
- Enhancement to call handling duration option
  Account owners, admins and users can select 10 seconds in their call handling settings for ring duration and max wait time. Previously, the lowest duration was 15 seconds.
- Updated format for Colombia 10-digit phone numbers
  Colombia 10-digit phone numbers are properly formatted in the Zoom web portal. Accounts with Colombia phone numbers in the blocked list should update their blocked list rules so that the rules still take effect.
User features
- Network assessment tool
  Users can access the network assessment tool to simulate VoIP calls between Zoom and Zoom clients. After you run the network assessment tool, Zoom will give a result of the network assessment score. Contact Zoom support to have this feature enabled for your account.
Devices
- Message waiting indicator for Shared Line Groups and Appearances for IP Phones
  IP Phones will now display against the line key of an extension a Message Waiting Indicator to let members of a Shared Line Group (SLG) or Share Line Appearances (SLA) know that a message was left on the line when they are unable to take the call. Any member of the SLG or SLA can retrieve the message, then the message waiting indicator will be cleared for all other members.
- Common Area templates and CSV update
  Account owners and admins can create and use common area templates to manage and apply updates to multiple common area profiles. Admins can also update existing Common Areas using the CSV Import & Update feature. These two additional capabilities are consistent with the workflow associated with managing Zoom Phone Users. In the CSV Import Update for Common Areas, an existing extension is required. Within the template, time zone, and area code can be added when importing common area phones. These enhancements only apply to accounts with the New Common Area Experience.
- Supported features for Poly Edge B series
  - Poly Edge B series desk phones support company directory search.
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - Poly
    - VVX101, VVX150, VVX201, VVX250, VVX301, VVX311, VVX350, VVX401, VVX411, VVX450, VVX501, VVX601
    - Edge B10, Edge B20, Edge B30
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50

Resolved issues

Minor bug fixes

June 26, 2022

New and enhanced features

Japan 0ABJ phone numbers
Zoom Phone supports 0ABJ phone numbers for Japan. This is available with Global Select Unlimited or Metered Phone Number plans, not with Japan Regional plans.

June 19, 2022

New and enhanced features

Administrator features
- Alerts and notifications
  Route group, devices and call queue alerts and notifications are now located under Account Management to better align with other products. Account owners and admins with privileges can add alerts for different modules, such as Route Group and Device Management, to be notified at desired time intervals. If using Power Pack, admins can additionally set up alerts for call queue management and generate reports to identify alerts according to severities.
- Call waiting
  Account owners and admins can choose different options when a user is busy in another call and another call is waiting to be answered by that user. In addition to the default holding/ending/dismissing the call, the setting can be changed to forward the call to voicemail/videomail or another extension/external number/external contact, to play a message then disconnect, or play a busy signal.
- Enhancement to personal voicemail and videomail
  Account owners and admins can allow their users to share their voicemails as part of their policy when download is disabled for those users.
- Enhancement to call and recording logs
  Account owners and admins can view call and recording log details to show all participants.
- Enhancement to call handling
  Account owners and admins have now access to more granular options for call handling, forwarding and overflow. In addition to being able to add external numbers, the call handling settings at the user level allow admins and users to forward the call to external contacts. The overflow settings allow forwarding calls to external numbers in addition to the current settings.
- Enhancement to BYOC routing rules
  The routing setting, Directory Backup Routing Rules has been renamed Routing Rules to better classify SIP group and route group as BYOC. This provides better plan flexibilities to admins. SIP groups will be mandatory for any BYOC numbers moving forward. For forwarded calls, the original calling number will be sent instead of the called number.
- Enhancement to Host Desking timeout session
  This feature enables Admins to configure additional Hot Desking Session Timeout settings. The available Time Out values have been extended to include additional options of 5, 10, 15 and 30 minutes. Furthermore, these settings are now available to be configured on a per site basis.
- Enhancement to templates for auto receptionist and call queue
  Templates for auto receptionist and call queue now support modular configuration for business hours and call handling, closed hours and call handling, and holiday hours. “Modular” means that you can selectively apply any of these parts of the template to your targets without impacting other settings, so for example you can push a schedule of Holidays and/or an update a Greeting to target auto receptionists and call queues, without impacting anything else. Previously only business hours supported the modular format.
- Enhancement to emergency location detection
  The nomadic emergency services feature has been enhanced to help customers that use NAT (network address translation) and/or VPN (virtual private network) topologies. One enhancement allows you to specify that both the public IP AND private IP address/subnet must both match before considering a given location to be ‘detected’ – this is particularly important for NAT topologies where multiple buildings might have the same public IP address but different private IP subnets. The other enhancement is an Excluded Location, which means “if a user’s network data matches <these> values, consider the user to still be in an unknown location” i.e. this location is ‘excluded’ from automatic location detection. This is particularly important for VPN topologies when the IP address of users cannot be relied upon to determine user locations and wireless access point (BSS_ID) data is not available. When configuring emergency location information, admins can define one or more Excluded Locations for each site. The two features can be used in combination, to define minimum match criteria for Excluded locations, as well as for regular locations. Location related error checking has also been enhanced: For personal locations, a warning is provided if a user-created personal location appears to duplicate an existing company location. For company locations, warnings are provided if the IP address format appears to be incorrect, or if the same emergency address is being used in multiple locations. This feature set must be enabled by Zoom.
- Enhancement to international calling policy settings
  Customers now have the option to call out to Satellite phones and other special destinations using a BYOC carrier (and limited to BYOC). This can be enabled at the account, group, site and user levels.
Devices
- Supported feature
  - Poly Edge-B series IP Phones now support hot desking.
  - AudioCodes 450HD, C450HD now support conference barge for Shared Line Group (SLG), barge/listen/whisper/take-over (BLWT) for Shared Line and privacy mode for shared lines.
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Grandstream GRP26 series
    - GRP2601, GRP2602, GRP2603, GRP2604 series
  - Cisco 8800 series
    Note: Audio only is supported at this time
    - 8845-3PCC, 8865-3PCC
  - Cisco Multiplatform (MPP) Analog Telephone Adapter series ATA 191, 192
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - AudioCodes
    - 450HD, C450HD, RX50
  - Poly
    - VVX101, VVX150, VVX201, VVX250, VVX301, VVX311, VVX350, VVX401, VVX411, VVX450, VVX501, VVX601
  - Yealink
    - CP920, CP925, CP960, CP965
    - T31G, T31P, T33G, T42S, T43U, T46S, T46U, T48S, T48U,T53W, T54W, T56A, T57W, T58A, T58W
    - VP59
    - W60P, W70B, W80DM, W90DM, W73H

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue where licenses were not syncing with assigned licenses
Resolved an issue where updating the site code was not updating the contacts
Resolved an issue where user with Zoom Phone license not showing under users and rooms in Phone System Management
Resolved an error -1 when an agent checked call records by phone number for a period of more than 1 to 2 days
Resolved an issue where the number of templates created did not show the correct number when binding
Resolved an issue where automatically deleting an inactive user did not permanently delete

May 22, 2022

Changes to existing features

Opt in to new Common Area Experience
Zoom Phone is introducing an updated workflow for managing common area phones, analog telephone adapters (ATAs), and Zoom Phone Appliances in the web portal. On May 22, 2022, account owners and admins will see a pop-up with a link to further information and will be given the option to switch to the New Common Area Experience (or choose to remain on the current admin experience). Any new Zoom Phone accounts, from May 22, 2022 onwards, will utilize the new Common Area Experience automatically and no further action is needed. On January 1, 2023, Zoom will automatically enable the New Common Area Experience for all customers who have not yet opted-in.
Default carrier change for BYOC emergency calls
Starting June 19, 2022, Zoom will automatically become the carrier for emergency calls placed from US & Canada BYOC numbers for all customers that have not opted-out of this change. If an admin does not want Zoom to be reported as the emergency carrier, please contact technical support.

New and enhanced features

Administrator features
- Phones and devices asset tagging
  Account owners and admin can tag their physical phone devices using the description field in the web portal when adding or renaming a device. Tagging is useful when tracking device attribution, replacement, user end support. The description field can be used for any purpose and it is searchable. This feature is optional and not mandatory.
- Videomail transcription
  Account owners and admins can enable videomail transcription in addition to voicemail transcription for their users. Users will be able to access the transcription on the desktop/mobile client, and the Zoom web portal.
- Enhanced recording architecture
  The Zoom Phone enhanced recording architecture provides enhanced fault tolerance and fault detection and reporting. It allows account owners and admins to notify a list of users in the event of an automatic call recording failure. Admins have also the option to terminate a call (fail closed) if a recording failure lasts more than 5 seconds. The current feature to provide a side-tone beep to indicate that call recording is in progress requires the enhanced recording architecture to be enabled. This enhanced recording architecture is currently NOT available in India and the South-America region. To enable this feature, contact Zoom Support.
- Enhancement to phones and devices
  Account owners and admins can now select a single or a group of devices for easy troubleshooting and management of those devices. Once selected, admins can apply different actions such as reboot/restart, re-sync, and provision templates. The reboot/restart function will restart the IP Phone which is equivalent to a power cycle. A message will be displayed if a function cannot be performed due to incompatible device(s) or device status.
- Enhancement to Zoom Phone QoS dashboard
  Account owners and admins can see a Calls tab under the Quality of Service tab showing past and active calls. They will see voice quality scores on all active phone calls, and be able to filter those calls with advanced filters for more specific information. Previously voice quality scores were available by extension only.
- Enhancement to phone usage reports
  If managing users by groups, account owners and admins can now filter usage reports by group using the Primary Group filter. Admins using Power Pack will also be able to filter call queues to see calls answered by others under Answer by Others and missed calls under Missed Call in the historical and real time reports. Admins subscribing to receive notifications for call queues historical report will be able to choose a call queue target.
- Enhancement to Desk phone status notification
  Account owners and admins can set up a specific device online status and be notified by email to let them know when a desk phone goes online. The notification can be set up for up to 5 devices. Previously admins were notified only when a device went offline. This feature is still in beta, contact Zoom Support to get New Alert Framework enable.
Devices
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Cisco Multiplatform (MPP)
    - CP-7811, CP-7832, CP-8832
- New supported feature for IP phones
  The following devices now support provision templates.
  - Cisco 6800, 7800, 8800 series Multiplatform (MPP)
  - Poly Obi series adapters/VVX D230/Rove series/Edge B series
- Enhancement to Cyberdata provisioning
  Admins can now provision two extensions for their CyberData device that supports Night Ringer. This allows the device to be assigned to up to two users.

Resolved issues

Minor bug fixes
Security enhancements
Resolved an issue where UK phone numbers were showing “Emergency calling may be limited or unavailable for users”
Resolved an issue where users were unable to add BLF keys to Keys & Positions
Resolved an issue where some names of users appeared in the Zoom Client contacts tab but disappeared in the phone tab

April 17, 2022

Changes to existing features

Default carrier change for BYOC emergency calls
New customers utilizing BYOC will automatically use Zoom as the emergency carrier for calls placed from US and Canada BYOC numbers. Existing BYOC customers will see an in-product announcement describing the pending change to use Zoom by default for emergency calls placed from US and Canada BYOC numbers. Customers can either opt-in immediately, contact Zoom to be exempted from this change, or can simply wait for the change to take effect automatically in May. To be exempted from the change, customers can specifically request that the option to “Enable to choose target carrier for Emergency Calls placed by BYOC Numbers” be enabled for their account; this will enable customers to choose their BYOC carrier for this purpose for each Zoom Phone site.

New and enhanced features

Administrator features
- Phone & Devices Dashboard
  Account owners and admins can view online/offline phones, assigned/unassigned phones and users with phones using the Zoom Phone dashboard.
- Enhancement to Call delegation
  Account owners and admins can add up to 32 delegates to a call delegation (up from 15). This increase limit must be enabled by Zoom Technical Support.
- Enhancement to SMS messaging
  To stay within the 10DLC parameters set by mobile carriers, account owners and admins can add the ability for a mobile subscriber to opt out of receiving a message by replying STOP to an SMS/MMS message and to re-enable receiving messages by responding with any message.
- Enhancement for Zoom Phone role
  Account owners and admins can assign the voicemail notification by email privilege to some of their Zoom Phone admin roles. This permission allows admins to manage voicemail notifications by email. Previously this permission was part of the Other features privileges.
- Common Area calling package for Zoom Rooms
  When account owners or admins add Zoom Phone services to Zoom Rooms, the default base package is the new Zoom Room Common Area package. This package is only available to Zoom Rooms, and is functionally equivalent to the Zoom Phone Common Area package. There is no additional charge or action required, since it’s automatically built into the provisioning workflow. With this new package, Zoom Rooms can be configured, depending on the account’s plan subscriptions, to make and receive outbound calls; assigned calling plans; and other features which weren’t previously available. This is effective for all new Zoom Rooms. Existing Zoom Rooms with a default Zoom Phone Basic package will be automatically upgraded to the new Zoom Room Common Area package. Existing Zoom Rooms will not lose any functionality.
- Enhancement to call logs
  Department and Cost center now appear in call history logs as a search filter and as an item in the call log report.
- Enhancement to call queue historical dashboard
  Account owners and admins can see and export call queue report data 30 minutes after receiving a call. Previously, this report was available within 24 hours.
Devices
- Certified devices
  Yealink T48U IP phone is now supported. Account owners and admins can add this phone to the Zoom web portal as part of the provisioning process.
- IP Phone hyperlink
  Hyperlinks to the IP Phone Web Page are now provided in the web portal so account owners and admins can click on an IP address link to quickly open the web interface of their device for faster administrative troubleshooting. The hyperlink of a device is accessible in the Phones & Devices page, as well as the User Settings and Phone page of a user. Please note that Web Interface must be enabled at the account level settings, and the admin’s device and IP phone need to be on the same network and the device must be provisioned via assisted provisioning.
- Supported user feature
  Ability for users to park an active call to a specific call park extension by pressing the preconfigured line key on their phone screen. The following devices are supported:
  - Yealink
    - T27G/ T31P/ T31G/ T33G/ T43U/ T46U/ T42S/ T46S/ T48S/ T53W/ T54W/ T57W/ CP925/T58W/ VP59/ T56A/ T58A/ CP960/ CP965
  - AudioCodes
    - C450HD/ 450HD/ 445HD
- Firmware upgrades
  The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - AudioCodes
    - 445HD, 450HD, C450HD, RX50
  - Yealink
    - CP920, CP925, CP960, CP965, T27G, T31G, T31P, T33G, T42S, T43U, T46S, T46U, T48S, T48U, T53, T53W, T54W, T56A, T57W, T58W, T58A, VP59

Resolved issues

Minor bug fixes
Resolved an issue where searching details in the Nomadic Emergency Services in the Zoom Phone dashboard returned different results if typing upper and lower cases for names

March 27, 2022

New and enhanced features

Administrator features
- Group management policies
  Account owners and admins can use group management to set Zoom Phone policy settings at the group level. Certain policy settings under Phone System Management in the web portal will also appear under User Management > Groups > Zoom Phone tab. This allows for more granular control of policy settings. Sites typically reflect location (for example, the San Jose site), while groups typically reflect organization (for example, the Accounting group). By using Zoom Phone group management policies, phone users can belong to multiple sites but inherit the policies set at the group level. This is not available for standalone accounts. Account owners and admins can also lock policy settings at the account. group, or site levels. This feature does not change any existing configurations of policy settings.
  Important: This feature was visible on March 20 and deployment will be complete by March 27. We recommend customers wait until after March 27 before activating group-level Zoom Phone policies.
- Setting search enhancement
  Account owners and admins can search for Zoom Phone policy settings, without having to go to each tab within the account- or group-level settings. Previously, search did not include Zoom Phone settings.
- Enhancement to personal voicemail and videomail policy setting
  Account owners and admins can access the member list for the personal voicemail and videomail policy settings. This allows them to view and manage a list of members with access. Admins can also control users’ ability to download or delete voicemail at the account, group, and site levels. Previously, this was only available at the user level.
- Allow phone users to pause/resume automatic call recording
  Account owners and admins can allow users and members of call queues that are subject to automatic call recording to pause and resume the automatic call recording. This setting is available at account, group, site, user, and call queue levels.
- Recording in progress notification sidetone
  Account owners and admins can enable a side tone beep to notify recorded users that their recording is in progress when they are subject to automatic call recording or they have initiated ad-hoc call recording. Admins can configure the interval beeps and the beep volume as desired. Note the tone is heard only by the recorded user, it is not intended as a notification to all call participants that a recording is in progress. This feature must be enabled by Zoom.
- Granular country control for international calling policy setting
  Account owners and admins can change account and group level policy settings to manage international countries users are allowed to call. International in this context refers to countries other than their domestic calling plan country. Previously, this setting was only available at the site and user levels.
- Granular control for personal audio library policy setting
  Account owners and admins can manage whether users can customize their voicemail greeting, hold music, or both. This policy setting is available at the account, group, site, and user level. Previously, admins could only enable or disable voicemail greeting and hold music at the same time.
- Automatic call recording support for common area phones Account owners and admins can enable automatic call recording for common area phones. This feature requires a Metered, Unlimited or Pro License.

March 20, 2022

New and enhanced features

Administrator features
- Group management policies
  Account owners and admins can use group management to set Zoom Phone policy settings at the group level. Certain policy settings under Phone System Management in the web portal will also appear under User Management > Groups > Zoom Phone tab. This allows for more granular control of policy settings. Sites typically reflect location (for example, the San Jose site), while groups typically reflect organization (for example, the Accounting group). By using Zoom Phone group management policies, phone users can belong to multiple sites but inherit the policies set at the group level. This is not available for standalone accounts. Account owners and admins can also lock policy settings at the account. group, or site levels. This feature does not change any existing configurations of policy settings.
  Important: This feature will be visible on March 20 and deployment will be complete by March 27. We recommend customers wait until after March 27 before activating group-level Zoom Phone policies.
- Enhancements to soft delete feature
  If soft deletion is enabled, account owners and admins can permanently delete soft-deleted users after a predefined period of time. Calling plans and numbers will be removed from the user when they are permanently deleted.
- Enhancements to role management
  There are several enhancements to Zoom Phone role management to improve the experience for account owners and admins:
  - They can assign the new Compliance Admin default role to Zoom Phone users. This new role can access and manage call logs, recordings, voicemails, and SMS.
  - When adding members to a role, they can copy an existing member list from another role. They can also copy the associated targets if the target type matches.
  - When viewing a voicemail inbox they have access to, they can view voicemails in the Logs page instead of their personal voicemail page.
- Create templates for user, auto receptionist, call queue
  Account owners and admins can easily create users, auto receptionists and call queues by using templates. Modular configuration is now supported for business hours to apply only business hours to your target. Templates can be created at the account level in addition to the site level.
- User feature entitlement reports
  Account owners and admins can view and track features that are enabled for phone users in the account. For example, they can view users with call recording enabled.
- Enhancements to real-time analytics and historical reports
  There are several enhancements to analytics and reporting to improve the experience and add new metrics:
  - For real-time analytics, Missed Calls have been renamed to Overflowed Calls. Account owners and admins can also view metrics for calls overflowed within business hours versus overflowed outside business hours.
  - Filter call queue real-time analytics and historical reports by department and cost center if these are configured.
- Enhancement to call logs
  The following details appear in call history logs:
  - The third person that joins a three-way call.
  - The associated site of the call queue when a call is forwarded from a call queue to a PSTN destination.
  - The associated auto receptionist that routed calls to call queues.
- UI enhancement to call usage reports
  If a call is answered by other agents, this is tracked in the new Answer by Others column. Previously, these were included in the Missed Call metric.
- Call handling setting for unanswered calls
  Account owners and admins can allow callers to leave a voicemail for the callee after the call is routed to other extensions that do not pick up.
- Call queues “group rotating” call distribution mode
  Account owners and admins can configure their call queues to simultaneously ring and rotate incoming calls to equitably distribute calls across all available members of larger call queues. Contact technical support to get this feature enabled.
- Audio Intercom
  Account owners and admins can set up audio intercom, which allows for hands-free, peer-to-peer conversations. When an intercom call is received, the phone will notify the user of the incoming intercom call, and automatically answer the intercom call. Common use cases include announcing parked calls or notifying visitors in an area. Only the desktop client (5.9.3 or higher) and desk phones can receive intercom calls.
Devices
- Firmware upgrades
  The following Poly devices will receive firmware upgrades. Devices will automatically reboot to upgrade firmware.
  - Poly OBi302 (3.2.5.8732)
  - Poly OBi508 (4.0.5.7707)
  - Poly Rove B2/B4/30/40 (8.0.2, Build: 0003)
  - Poly VVX101/VVX150/VVX201/VVX250/VVX301/VVX311/VVX350/VVX401/VVX411/VVX450/VVX501/VVX601 (6.4.2.3176)
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - AudioCodes RX50 Conference Phone
  - Poly OBI 300 ATA
  - Poly OBI504 ATA
  - Cisco Multi Platform devices:
    - CP-6821-3PCC-K9
    - CP-6851-3PCC-K9
    - CP-6861-3PCC-K9
    - CP-6871-3PCC-K9
    - CP-7861-3PCC-K9
    - CP-8811-3PCC-K9
- Cisco IP Phone Key Expansion Module support
  Zoom Phone supports the Cisco IP Phone Key Expansion Module (CP-8800-A-KEM-3PC and CP-68KEM-3PCC), which extends the capabilities of these certified Cisco IP phones: 6851, 8851 and 8861. The expansion module provides additional keys for BLF, Speed Dial, and Call Park Retrieval.
- Desk phone call control from Zoom desktop client
  Users can perform desk phone call control actions from the Zoom desktop client, including making and accepting calls. Users can also easily select/de-select which IP phone is used for call control. This feature requires client version 5.9.3 or higher; and is supported on certain Poly and Yealink desk phones.
- Change to call monitoring interaction for Yealink
  Phone users who have supported Yealink devices and are in a call monitoring group can use all call monitoring features (listen, whisper, barge-in, takeover, conference barge) regardless of their call monitoring role (executive or assistant).
- Sequential or random key assignment for call park
  Account owners and admins can choose how parked calls are assigned to a BLF (Busy Lamp Field) key on phone users’ desk phones. Sequential assignment will park the call at the next available BLF key. Random assignment will park the call at a randomly selected BLF key. The key assignment must to set to Sequential for users to use call park BLF key on the desk phone
- Directed call pickup for call pickup groups
  Account owners and admins can enable the directed call pickup option for call pickup groups. This allows group members to answer another member’s call by pressing the associated BLF key. If disabled, group members will answer incoming group pickup calls by pressing the DTMF code (*97) followed by another member’s extension. This is supported on Poly VVX, Yealink, and AudioCodes desk phones.

Resolved issues

Minor bug fixes

Note: Automatic call recording support for common area phones and the recording sidetone was pulled from release due to issues with deployment, and will be available in another upcoming release.

February 27, 2022

Changes to existing features

Requirements for call queue pickup codes
Call queue pickup codes can’t begin with a zero. This is in addition to the existing requirements.

New and enhanced features

Administrator features
- Enhancement to call and emergency call recording for call queues
  Account owners and admins can opt-in to automatically record emergency calls to their internal safety team call queues when calls are routed in parallel to their Public Safety Answering Point (PSAP).
- Proof of address document
  Account owners and admins will be required to upload a proof of address document when requesting new phone numbers for Finland to comply with local regulations requirements for Finland numbers.
- Call recording retention
  Account owners and admins can view call recordings of deleted users, call queues and common area phones. Prior to this release, when a user or call queue was deleted, the associated recordings were automatically removed. Admins can view these recordings in the recording logs. Recordings from deleted extensions are labeled with the deletion date. This release does not apply to previously deleted users, call queues and common areas.
- Provider Exchange
  Phone carriers that have an app in the Zoom Marketplace are integrated with the Zoom Phone web portal. Account owners and admins can purchase numbers from these carriers and integrate them with Zoom Phone.
Devices
- Firmware upgrades
  All supported Cisco devices will receive firmware upgrades and will automatically reboot to the latest firmware.
- Common area phone license for rooms
  Account owners and admins can assign a Zoom Phone Common Area Phone license to Zoom Rooms and Cisco/Polycom rooms. Once this package is assigned, additional options / add-ons are now available such as direct numbers.
- Supported Zoom Phone HaaS devices
  Zoom Phone Hardware as a Service supports the following devices:
  - - Poly Edge B20
    - Yealink W76P, T58W, CP965, and EXP43
    - Zoom Phone Appliances: Yealink MP54, MP56
- Notice when provisioning Analog Telephone Adapter (ATA) devices
  When configuring an Analog Telephone Adapter (ATA) for the first time, an information message notifies the account owner or admin that the ATA will not show an on-line status until at least one extension is assigned to the ATA.
- Zero touch provisioning for Poly Edge B series
  Zero touch provisioning is available to Poly Edge B IP Phone series B10, B20 and B30 to facilitate quicker and more streamlined onboarding of these devices.
- AudioCodes ATA assisted provisioning URL
  In case of factory resets and other situations requiring assisted provisioning configuration, a new provisioning URL is available in the provisioning steps dialog in the web portal for AudioCodes MP Analog Telephone Adapters (ATA).

Resolved issues

Minor bug fixes
Resolved an issue where some phone numbers could not be blocked
Resolved an issue that restricted the blocked list to be applied to forwarded calls

January 23, 2022

New and enhanced features

Administrator features
- Reserved numbers available in emergency number pool
  Account owners and admins that reserve phone numbers during porting, can add unassigned reserved phone numbers to the emergency number pool or define them as location ELINs.
- Set up shared line appearance number as default outbound caller ID number
  Account owners and admins can set shared line appearance (call delegation) numbers as the default outbound caller ID number in the web portal, similar to the client.
- Alert group call pickup members of unanswered calls
  Account owners and admins can set up an alert to notify call pickup members of unanswered calls. If enabled, members receive a subtle sound notification to accept or dismiss the call. This feature is support on desktop client version 5.9.3.
User features
- Personal contacts
  Users can store personal contacts including names, email addresses, phone numbers and more in Zoom by uploading a CSV file. Phone numbers must be in E.164 format for contact names to display correctly. Contacts will be saved in the account and synced with the Zoom desktop client and mobile app under Contacts > My Contacts. Users must have client or app version 5.8.3 or higher for their personal contacts to be synced. Personal contacts don’t support starring messages and can’t be shared with other users.
Devices
- Firmware upgrades
  Certain devices will receive firmware upgrades. Some devices will automatically reboot to upgrade firmware.
- Silent resync
  Silent resync will be enabled by default for certain provisioned Poly and Yealink IP phones. Silent resync allows phones to update provisioning changes with fewer IP phone restarts. Note: Depending on the configuration parameters being changed, the IP phone may restart immediately during the sync process. This feature is supported on these certified models:
  - Poly Trio/CCX/VVX series
  - All Yealink models
- Supported admin features for Cisco IP phones
  Account owners and admins can use the following admin features for Cisco MPP (multiparty platform) IP phones. These configuration settings may be sent to the device immediately, causing the phones to resync. Alternatively, the phones may use Auto Pulling.
  - Enable or disable web admin for the phone
  - Set the admin password for the phone
  - NTP server information utilized by the phone
  - Access via web pages to the devices now utilize HTTPS and port 443. This change is being introduced to be consistent with Zoom’s enhanced security posture.
- Supported user features for Cisco IP phones
  The following additional features are now supported for Cisco MPP (multiparty platform) IP phones. Speed dial, BLF, and call park can be configured using the keys and positions settings.
  - Speed dial
  - Busy Lamp Field (BLF)
  - Call park
  - Hot desking
- ZTP support for Cisco IP phones
  Zero Touch Provisioning (ZTP) is enabled by default on Cisco MPP (multiparty platform) IP phones. ZTP will auto-provision Cisco MPP IP phones for Zoom Phone service once it is connected and boots up.
- Cisco IP phone common provisioning URL
  To further enhance onboarding Cisco MPP (multiparty platform) IP phones to Zoom Phone service, a base URL is available which allows customers with multiple MPP models to leverage a single URL for provisioning. This helps deployments to take advantage of Cisco phones supporting DHCP Option 66 for provisioning.
- Cisco IP phone “Set Password” screen after provisioning
  Previously, after provisioning a Cisco MPP (multiparty platform) phone with Zoom Phone, the "Set Password" screen appears, even if the Zoom account has a device password configured. This update removes this screen from appearing on the IP phone if the device password is set in the web portal and the changes have been provisioned to the phone.
- Admin password support on AudioCodes and Yealink phones
  The following desk phones support custom admin password:
  - AudioCodes 445HD, 450HD, C450HD
  - Yealink CP925
- Certified devices
  The Yealink T58W IP Phone is supported. Account owners and admins can add this phone to the Zoom web portal as part of the provisioning process.

Resolved issues

Minor bug fixes
Resolved an issue where a shared voicemail inbox was displaying the message with random times

December 19, 2021

New and enhanced features

Administrator features
- Call queue opt-out reasons (Power Pack)
  Account owners and admins with the Power Pack add-on can set a list of opt-out reasons for call queues. When enabled, all call queue members will need to select an opt-out reason when they turn off the Receive Queue Call toggle. This setting can be changed at the account level (multiple sites disabled), site level (multiple sites enabled), or call queue level. Admins can also view the opt-out reasons in the call queue real-time analytics dashboard. Members must have client version 5.9.0 or higher to select the reasons.
- Toggle the opt-in/opt-out status of queue members (Power Pack)
  Account owners and admins with the Power Pack add-on can use the real-time call queue analytics dashboard to view and toggle the opt-in/opt-out status of call queue members. Members must have client version 5.9.0 or higher.
- Enhancement to call queue alert notifications
  Account owners and admins can enable notifications to alert them of the number of waiting calls in a call queue. They can set up their notifications as Warning or Critical then receive email notification when those events happen. Call queue analytics and notifications require the Power Pack add-on.
- Enhancements to call recordings in call queues
  There are several enhancements to improve the experience of using call recordings with call queues:
  - The call logs and recording logs for both ad-hoc and automatic recordings for call queues show both the owner and user who made the recording.
  - New policy setting at the call queue level to control if members can use ad-hoc recordings
- Enable video greetings and videomail for phone users
  Account owners and admins can enable video greetings and videomail for phone users, allowing them to record a video greeting that is played for missed inbound calls from other Zoom Phone users in the same account. These users can then leave a video voicemail message (videomail) that can be played back. This feature requires client version 5.9.0 or higher.
- Enhancement to emergency services settings
  Account owners and admins can change the emergency address management setting at the account level (multiple sites disabled) or site level (multiple sites enabled) in the Emergency Services page. Previously admins could only change this setting at the user level. Zoom is also introducing a sub-setting to this policy that, when enabled, will prompt all users to update or confirm their emergency address – we highly recommend that admins turn this on.
- Enable emergency address management for BYOC
  Account owners and admins with BYOC can better manage emergency addresses. Zoom will track when phone number-to-address relationships are changed and updates with your BYOC carrier are required. Admins can also receive email notifications when emergency addresses need to be updated with their carrier.
- Group call pickup with inter-site membership
  Account owners and admins can create call pickup groups with users and common area phones from different sites as members. Previously, they could only add members from the same site to a call pickup group. Also, group call pickup will be enabled for all customers.
- Enhancement to call monitoring
  Account owners and admins can enable call monitoring for phone users with shared line appearance (call delegation). Delegates can only be a member of one call monitoring group.
- Department and cost center filtering in Dashboard
  Account owners and admins can filter the Quality of Service data based on department or cost center. The feature to assign departments and cost centers to extensions must be enabled by Zoom.
- Enhancements to Zoom Phone QoS Dashboard
  Account owners and admins can see more details in the Quality of Service tab. They will see more details on devices and be able to filter by device type; more consistent Voice Codec and Network types; and the ISP used by the user when placing a call. In addition, the Call Volume and Average Quality Score line displays a circle when there’s call volume on the selected time, otherwise, the chart will display a line at 100% call quality. Previously, when there’s no call volume, the chart would display a line at 0% call quality.
Devices
- Firmware upgrades
  Certain devices will receive firmware upgrades. Devices will automatically reboot to upgrade firmware.
- Enhancements to firmware update rules
  When using the firmware update rules feature, account owners and admins select when the device reboots and updates the firmware on the targeted IP Phones. They can select to either restart the device immediately when it’s in an idle state (not in a call); or restart the device with the next re-sync or auto pulling.
- Supported features for Yealink phones
  Certain Yealink desk phones support these features:
  - Privacy feature for shared lines
  - Conference barge for shared line groups
  - Program call queue group as a BLF and allow supervisor to use call monitoring features
  - Add monitor and takeover call monitoring features to shared line group and indicate it as a BLF
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these phones to the Zoom web portal as part of the provisioning process.
  - Poly Edge B10/B20/B30
  - Yealink CP965, CP925

Resolved issues

Minor bug fixes

November 21, 2021

Changes to existing features

Removal of numbers from Turkey
Due to a recent regulatory change, Zoom will no longer be offering Turkey phone numbers to use with Zoom Phone. Existing customers with Turkey phone numbers are not currently affected.
ELIN requirements and reporting for emergency locations
For account owners and admins deploying nomadic emergency services, we are providing some helpful guidance for managing Company and Personal Locations. An ELIN (Emergency Location Identification Number) is required for locations with emergency addresses outside the United States and Canada, or locations that are served by a BYOC carrier for emergency calling. ELINs are not required for the US and Canada locations when Zoom is the emergency call carrier. Note: BYOC customers deploying nomadic emergency services have the option to select Zoom as their emergency call carrier for US/Canada numbers; Zoom recommends you turn that on.

New and enhanced features

Administrator features
- Conference barge for shared line groups
  Account owners and admins can enable conference barge when setting up call monitoring for a shared line group. Conference barge allows multiple members to barge into a call that is received by the shared line group, regardless of who answered the call. Up to 10 total members can join the call. This feature requires client or app version 5.8.0 or higher.
- Wallboard Digital Signage integration for call queue analytics
  Account owners and admins can display call queue analytics wallboards on Zoom Room Digital Signage. They can also set up Digital Signage to display different wallboards at regular intervals.
- Chat alert notifications for call queue analytics
  Account owners and admins can add up to 3 Zoom Chat channels to receive alert notifications from the call queue real-time and historical analytics dashboard. This feature requires an incoming webhook app from the Zoom Marketplace to be installed and configured in the web portal. This feature needs to be enabled by Zoom.
- ”On other call” status in call queue analytics
  Account owners and admins can view the On other call member availability statistic which tracks queue members who are not on a call made to the call queue (for example, they are on a personal phone call).
- Enhancement to phone number CSV export
  Account owners and admins can export more than 10,000 phone numbers in each site. Previously, 10,000 was the maximum phone numbers supported for CSV export.
- Assign random PINs using phone user templates
  When creating phone user templates, account owners and admins can choose to assign random PINs to phone users who are assigned the template. Alternatively, they can choose to assign the same PIN. Previously, phone users who were assigned a template were automatically assigned the same PIN.
- Enhancement to usage charges report
  Account owners and admins can view the Charge Mode and Forward Number Billing column to better identify calls to special prefixes that are charged at certain rates.
User features
- Caller verified icon for incoming calls
  Zoom Phone will show “caller verified” check marks to help users identify potential robocalls and spam calls. A check mark icon appears if the carrier has authenticated the calling party and they are authorized to use the calling number. The check mark icon appears in the call log and inbound call notifications (client, app) for these inbound call scenarios:
  - Extension to extension calls in the same account
  - Call between Zoom Phone customers
  - Incoming calls from the U.S. public telephone network when the originating carrier has provided an A-level attestation per STIR/SHAKEN guidelines.
- 711/TTY Support
  Zoom Phone supports the Telecommunication Relay Service (TRS) that allows a person with hearing or speech disabilities to place or receive telephone calls. It is available in all 50 states, the District of Columbia, Puerto Rico, and the U.S territories for local and long-distance calls. With TSR, hearing or speech impaired users can dial 711 to reach a Communications Assistant (CA) who then will relay the call to the intended party. 711 class are supported on:
  - ATAs with a TTY device
  - Zoom desktop client and mobile app
Devices
- Firmware upgrades
  Certain Poly and Yealink devices will receive firmware upgrades. Devices will automatically reboot to upgrade firmware.
- View firmware version
  Account owners and admins can view the firmware version number of provisioned devices (assigned/unassigned desk phones, ATAs, and common area phones) by enabling the Firmware Version column in the device list. The version also appears in the device details page and device list CSV export.
- Bulk import keys and positions for multiple users
  Account owners and admins can assign certain keys and positions (Speed Dial, BLF, and Call Park) to multiple users by importing a CSV file. When imported, these keys and positions will be added/appended to any existing keys and positions for those users. Previously, admins could only import keys and positions for a single user at a time.
- Cisco IP Phone updates
  Cisco administrative web pages are set to use HTTPS port 443 (previously used HTTP) for enhanced security. Unsupported call functionality has been removed from the phone’s interface to simplify the user experience when the phone is registered to Zoom Phone.

Resolved issues

Minor bug fixes

October 24, 2021

Note: The previously-announced personal contacts, group policies, and stop/resume call recording features have been delayed.

Changes to existing features

Prompt when changing account owner
When the account owner is changed and the new account owner does not have a Zoom Phone license, the current owner will see a prompt notifying them that their numbers and Zoom Phone license will be transferred to the new owner. They can choose to continue with the process or cancel it.
Configuration checking for emergency locations
When an account owner or admin specifies a BSSID while defining or editing an emergency location, the system will confirm whether that the BSSID has been duplicated in another location in the account.

New and enhanced features

Administrator features
- Time zone in emergency call email notifications
  Email notifications for emergency calls indicate the time zone of the caller.
User features
- Reserved Call Park extension
  Phone users can park an existing call to the original park extension before the reserved time expires. If the call is parked again after the expiration time, the call will be parked to a different extension. The default expiration time of 30 seconds can only be changed on request by Zoom.
Devices
- Zero touch provisioning (ZTP) process status
  Account owners and admins can view the ZTP process status for common area phones, unassigned/assigned desk phones, and ATAs when viewing the device list. The unassigned devices only show status in the device detail page. They can also retry the connection to the ZTP server in the case where the first attempt failed.
- Certified Yealink devices
  Zoom Phone supports the following Yealink devices:
  - W70B DECT base station
  - W73H DECT handset
  - EXP43 expansion module
- Firmware upgrades
  Certain Yealink devices will receive firmware upgrades. Devices will automatically reboot to upgrade firmware.

Resolved issues

Minor bug fixes
Resolved an issue where deleted voicemails in call queues’ voicemail inboxes were still visible to members with access to the voicemail inbox

September 26, 2021

Note: The previously-announced feature to allow users to stop/resume automatic call recording has been delayed.

New and enhanced features

Administrator features
- ERL/ELIN model for nomadic emergency services
  Account owners and admins can enable nomadic emergency services for countries and/or BYOC carriers that rely upon the outgoing caller ID of an emergency call to determine the caller’s address. Administrators must assign a predetermined phone number (called the Emergency Location Identification Number, ELIN) to each detectable company location or sub-location (called the Emergency Response Location, ERL). When a Zoom Phone subscriber initiates an emergency call from a location, the ELIN is used as the outgoing caller ID for the emergency call.
- SMS Dashboard
  Account owners and admins can view SMS usage and adoption metrics using the Zoom Phone Dashboard. Metrics include the number of SMS-enabled users, number of SMS sent/received, and number of team SMS messages.
- Enhancements to call queue analytics dashboards
  There are various KPI and customization enhancements to improve the experience:
  - Save multiple versions of real-time analytics wallboard views and apply different KPI customizations to different queues instead of all queues
  - Change the threshold used to calculate the Service Level KPI
  - View the inbound call result for the historical detailed report (for example, missed, answered, or completed)
- Enhancements to shared line groups
  Account owners and admins can add users to multiple shared line groups; and users can have delegation relationships while also being members of one or more shared line groups. Account owners and admins can also add up to 50 members (up from 10) to shared line groups; this increased limit must be enabled by Zoom.
- Role for accessing call recordings
  Account owners and admin can assign a new Recordings Admin role that allows users to view, play, download, or delete call recordings that belong to users and call queues.
Devices
- Supported device features
  The following devices support these features:
  - AudioCodes 445HD, 450HD, and C450HD desk phones: Call monitoring, call flip, call park, and group call pickup
  - Algo and Cyberdata devices: Assisted provisioning
  - Poly Rove series devices: Company directory search
  - Poly VVX series desk phones with firmware version 6.4.1 or higher: Group call pickup
- CSV export and import for keys and positions
  Account owners and admins can import a CSV file to specify the keys and positions for phone users and common area phones. They can also export the current keys and positions. This feature allows admins to create a CSV template for keys and positions, then import it to several phone users or common area phones, instead of manually setting the line keys and positions for each user. Phone users can also import a CSV file to specify the keys and positions of their desk phones.
- Convert desk phones to Zoom Phone Appliance
  Account owners and admins can convert the Poly CCX 600/700 or Yealink VP59 to Zoom Phone Appliances. After conversion, these devices will be moved to Zoom Device Management.

Resolved issues

Minor bug fixes

August 15, 2021

New and enhanced features

Administrator features
- Privacy feature for shared lines
  Account owners and admins can enable a privacy feature for shared line groups or shared line appearance (call delegation). When a shared line group or call delegation member enables the privacy feature during the call (locks the call), it prevents others from picking up a held call, listening, whispering, barging, or taking over the call. This feature is not supported on desk phones and requires client version 5.7.6 or higher.
- Granular control of call monitoring privileges
  Account owners and admins can select specific privileges to enable for call monitoring groups. For example, they can only allow the group to barge into calls. Previously, selecting a privilege would automatically grant all lower-level privileges. This feature will not have any effect on existing settings for call monitoring groups.
- Enhancements to access report
  Account owners can export the access report as a CSV file. If they enabled email notifications for access reports, the report (CSV file) will be attached to the email.
- Enhancements to Dashboard
  Account owners and admins can view the top 10 extensions by call usage (for example, inbound, outbound, internal calls), or minutes usage (for example, international mins, Toll Free minutes).
Devices
- Export phones and devices
  Account owners and admins can export a CSV file containing a list of all assigned or unassigned phones/devices.
- Incremental provisioning support for AudioCodes MP series ATAs
  A resync from Zoom web portal will not clear the local parameters on devices; and ongoing calls are not be affected. Incremental provisioning support also eliminates the need to bind a custom provision template to specify the local parameters since the resync will not clear the local parameters.
  Limitation: When provisioning a device for the first time, it will clear any local parameters that are non-default values. After the first successful provisioning, users are still required to set any desired local parameters on their device. Any subsequent resyncs will not clear the device's local parameters.
- Enhancements to Poly and Yealink multi-cell DECT phones
  Certified Poly and Yealink multi-cell DECT phones support these features:
  - Ring multiple handsets with 1 user extension
  - Line alias setting
  - Poly Rove to support ZTP provisioning

Resolved issues

Minor bug fixes

July 18, 2021

Changes to existing features

Route to dedicated number for emergency calls from extensions without local phone number
If extensions without a local phone number are allowed to place emergency calls to the Public Safety Answering Point (PSAP), account owners and admins can select a direct phone number as the caller ID. The direct phone number can belong to a call queue or auto receptionist. The number will be presented to the PSAP when an extension without a local phone number places an emergency call. This option was previously removed, but is being reintroduced for organizations where a call queue or auto receptionist is the best method for handling emergency call-backs.

New and enhanced features

Administrator features
- Call queue and auto receptionist SMS (Power Pack)
  Account owners and admins can allow phone users to send or receive SMS messages using phone numbers associated with call queues or auto receptionists. This feature requires the Power Pack add-on and client version 5.7.0 or higher.
- Dial-by-name directory across sites
  If the account has multiple sites enabled, account owners and admins can create a dial-by-name directory and specify which sites and users are included in the directory. Previously, dial-by-name directories could only include users from the same site.
- Control call forwarding and transferring for phone users
  Account owners and admins can prevent users from forwarding calls to other numbers using overflow settings. If account owners and admins allow users to forward calls, they can allow users to only forward to internal users and/or external users. This policy setting can be changed at the account, site (multiple sites enabled), or phone user level.
- New policy settings
  Account owners and admins can prevent users from using these features. This policy setting can be changed at the account level (multiple sites disabled), site level (multiple sites enabled), or phone user level.
  - Elevate a Call to a Meeting
  - Hand off call to Zoom Room
  - Switch call to carrier
  - Call delegation
- Add network switches for defining locations (nomadic emergency services)
  Account owners and admins can specify network switch ports when defining locations and sub-locations to provide more granular network information.
- BYOC secondary trunk group
  Account owners and admins with BYOC can set a secondary trunk group that will be used when the primary trunk group is down.
Devices
- Certified AudioCodes devices
  Zoom Phone supports the AudioCodes MP-118 analog telephone adapter (ATA).

The backup storage location feature has been pulled from release and will be available in another upcoming release.

June 20, 2021

Changes to existing features

Changes to Call Queue Manager feature
We are removing an older Zoom Phone administrative method for managing call queues named Call Queue Manager and replacing it with the Call Queue Admin role. The Call Queue Admin role has all of the same capabilities to manage call queues, and provides a formal administrative role framework for defining roles, customizing role capabilities, selecting role members, and designating the target call queues. Any phone users who were assigned the Call Queue Manager designation will be automatically converted to the Call Queue Admin role with exactly the same permissions.

New and enhanced features

Administrator features
- General availability for Japan (050 numbers)
  Zoom Phone is available in Japan. New and existing customers can add Zoom Phone service in Japan with 050 type numbers. Supported plans: Global Select Unlimited, Global Metered, and Zoom United.
- STIR/SHAKEN compliance
  STIR/SHAKEN is an industry standard to prevent fraudsters from initiating calls from the numbers they don’t own. As required by FCC, Outbound PSTN calls from Zoom endpoints with Zoom provided US phone numbers will include attestation of the caller ID.
- Assign Zoom Phone licenses to SIP/H.323 rooms
  Account owners and admins can assign Zoom Phone licenses to SIP/H.323 conference rooms managed by Zoom Connector. This will enable the device to make/receive calls with Zoom Phone while maintaining its video capabilities to call other third-party devices.
- Enhancements to call queue historical analytics dashboard
  Account owners and admins can view a detailed historical report that breaks down statistics for each inbound call. They can also subscribe emails to periodic reports. The historical analytics dashboard requires the Power Pack add-on.
- Enhancements to Zoom Phone dashboard
  Account owners and admins can view the average Mean Opinion Score (MOS) for call quality and usage metrics like total inbound and outbound calls.
- Enhancement to call logs
  If a call queue member makes a call using the call queue’s direct phone number, the associated call log entry will show the call queue’s direct phone number. Previously, call logs only displayed the member’s direct phone number.
- Email notifications for call logs, usage reports, and billing reports
  Account owners and admins can subscribe email addresses to periodically receive email notifications for call logs, usage reports, or billing reports.
- View data access reports
  Account owners and admins can view phone users that have access to shared voicemail inboxes, call recordings, and call delegation (shared line appearance). They can see a summary of phone users or see a list of specific phone users with access.
- Set caller ID viewing preferences for redirected calls
  For any calls transferred or forwarded from Zoom Phone, account owners and admins can enable a policy setting to show the last transferring/forwarding user as the caller ID. This enhancement is supported on the desktop client / mobile app (5.7.0 or higher) and desk phones. This setting is disabled by default.
- Customize greetings and prompts using text-to-speech
  Account owners, admins, and users can customize audio greetings and prompts by entering text in multiple languages, with optional markup tags to customize pronunciations. Zoom will automatically generate audio that can be played back to callers. They can select from different male / female voices to generate the audio.
- Enhancement to voicemail greeting
  If account owners, admins, or phone users enabled Allow callers to reach an operator in user, call queue, or shared line group settings, they can customize the greeting that plays after the initial voicemail greeting.
- Enhancement to Zoom Phone mobile policy setting
  If account owners or admins enable the policy setting to allow use of Zoom Phone on the mobile app, they can enable or disable calling and SMS features. If disabled, phone users can still access call history and voicemail on the mobile app.
- View location information for desk phones (nomadic emergency services)
  When nomadic emergency services and personal locations are enabled, account owners and admins can view additional location data in the desk phone profile page, including public and private IP addresses. They can also filter data by desk phones in the nomadic emergency services dashboard.
Devices
- Poly VVX 6.4.0 firmware
  Certain provisioned Poly VVX devices will auto-update to firmware version 6.4.0. Previously, account owners or admins needed to create a firmware update rule to update to 6.4.0.

Resolved issues

Minor bug fixes

May 23, 2021

New and enhanced features

Administrator features
- Call queue real-time analytics wallboard
  Account owners and admins can view call queue real-time analytics metrics in a customizable wallboard. They select which widgets/metrics are displayed and customize the order of the widgets by dragging and dropping. The call queue real-time analytics dashboard requires the Power Pack add-on.
- Call queue real-time and historical analytics dashboard widgets
  Account owners and admins can customize certain widgets in the real-time and historical analytics dashboards to specify thresholds and associated color codes. They can also select which KPIs to display. The call queue real-time and historical analytics dashboard requires the Power Pack add-on.
- Enhancement to call queue real-time analytics dashboard
  The call queue real-time analytics dashboard shows No Calls instead of 0% for the Service Level metric during closed hours. The call queue real-time analytics dashboard requires the Power Pack add-on.
- Call queue longest idle call distribution
  Account owners and admins can select a call distribution method that routes calls to the member who has been idle for the longest time (they have not answered a queue call). If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
- Call handling option for internal safety response team
  Account owners and admins can select a call handling option to route emergency calls to the internal safety response team first, then route to the PSAP after the max holding time.
- Granular control of holiday hours for auto receptionists and call queues
  Account owners and admins can customize holiday hours by specifying hours (instead of days).
- Enhancement to email notifications for nomadic emergency services
  If a phone user places an emergency call from a desk phone, the email notification will contain the desk phone’s display name as set in the web portal.
- Max wait time for shared line groups
  Account owners and admins can set a max wait time for shared line groups and set overflow routing settings for callers that exceed the max wait time. Previously, the max wait time was set at 30 seconds for all shared line groups.
- Lock delegation settings
  Account owners and admins can click the lock icon in a phone user’s call delegation settings to prevent that user from changing their delegation settings.
- Route external blocked calls to voicemail
  If account owners or admins enabled the setting to block external calls, they can route these calls to voicemail. This setting can be changed at the account level (multiple sites disabled), site level (multiple sites enabled), or phone user level.
- Prevent Zoom Phone use on mobile app
  Account owners and admins can enable a policy setting to prevent use of Zoom Phone on Zoom mobile apps (Android, iOS, or iPad). This setting is disabled by default. It can be changed at the account level (multiple sites disabled), site level (multiple sites enabled), or phone user level. This feature requires app version 5.6.6 or higher.
- Consent for ad-hoc and automatic call recordings
  If account owners and admins enabled the disclaimer for call recordings, they can require call participants to press 1 to consent to be recorded. This setting is disabled by default. It can be changed at the account level (multiple sites disabled) or site level (multiple sites enabled). Account owners and admins can also use the call log to view if call participants accepted the disclaimer.
- Limit for exporting CSV of phone usage report
  Account owners and admins can export a maximum of 100,000 call records in a CSV of the phone usage report.
- Premise Peering trunk status (BYOC/BYOP)
  For accounts with BYOC/BYOP, account owners and admins can view the status of each SIP trunk. This feature needs to be enabled by Zoom.
User features
- Wrap up time enhancement for call queues
  If a phone user is a member of multiple call queues, they will not receive incoming calls from call queues when they are in the wrap-up time period for a call queue. Previously, the wrap-up time period was not followed by other call queues.
- Dial *86 to record voicemail greeting for shared line group
  If a phone user is a member of a shared line group, they can select the group’s line, then dial *86 to record a voicemail greeting for the shared line group. Previously, this option was available but the recorded greeting did not apply to the shared line group.
Devices
- Enhancement to zero touch provisioning (ZTP) URLs
  Account owners and admins can use a generic ZTP URL for each device manufacturer. Previously, ZTP URLs were unique for each model.
- Assign multiple common area phones to ATAs
  Account owners and admins can assign multiple common area phones to a provisioned ATA.
- View Zoom Phone appliances
  Account owners and admins can view users’ assigned Zoom Phone appliances when managing phone users. Phone users can also view their Zoom Phone appliances when viewing their phone settings.
- Certified Poly devices
  Zoom Phone supports the Poly Rove B4 DECT base station.
- Supported HaaS devices
  Zoom Phone Hardware as a Service (HaaS available in US only) supports the following devices:
  - Poly VVX150
  - Yealink T33G, T46U, CPW90
  - Zoom Phone Appliances: Poly CCX600 with camera, CCX700, Yealink VP59
- Set up call forwarding
  Users can set up call forwarding by directly accessing settings on supported desk phones.

Resolved issues

Resolved an issue where phone users were assigned a direct number and received a notification email with special characters in their display name
Minor bug fixes

April 18, 2021

New and enhanced features

Administrator features
- - Templates for auto receptionists and call queues
    Account owners and admins can create templates to bulk apply settings to several auto receptionists or call queues. They can also create templates by copying settings from an existing auto receptionist or call queue.
  - Enhancements to call queue real-time analytics and historical dashboard
    With newly added "available" status, account owners, admins, and queue members with the Power Pack add-on can view the number of members who are available to receive call notifications from the call queue. They can also select a date range of up to 1 year for historical reports. Previously, it was 1-month duration with 2-years data; now, it's a 1-year duration with 2-years data.
- Devices
  - Password policy for Poly VVX devices
    On April 25th, Zoom will start deploying Poly firmware version 6.4 across the Zoom Phone platform. This update will be a phased approach and the auto-update will roll out over the course of the coming weeks. In order to enhance the security of its devices, Poly will be implementing mandatory administrator password changes in version 6.4 for the devices listed below. For a smooth upgrade experience and increased security, we recommend that admins create a unique admin password for devices before April 25th. If admins do not update away from the default administrator password before April 25th, Zoom will generate a new default password for admins to change the next time they access the settings. Affected VVX devices for 6.4.0 firmware:
    - Poly VVX 101/150
    - Poly VVX 201/250
    - Poly VVX 301/311/350
    - Poly VVX 401/411/450
    - Poly VVX 501
    - Poly VVX 601
  - Certified Poly devices
    Zoom Phone supports the Poly Rove Wireless DECT IP Phone system, which includes the following devices:
    - Rove B2 single/dual-cell base station
    - Rove 30 and Rove 40 handsets
    - Rove R8 repeater
  - Fax support
    The AudioCodes MP124 and MP114 gateways support fax.

Resolved issues

Fixed an issue where the new voicemail greeting didn’t take effect when users dialed *86 to record a greeting and enabled the voicemail option, Allow callers to reach an operator
Minor bug fixes

March 21, 2021

Changes to existing features

Assign targets for each role member
When using Zoom Phone role management, account owners and admins can assign targets for each role member. For example, if user A and B are members of the call queue admin role, they can assign user A to the billing call queue, and user B to the sales call queue. Previously, they could only assign the same targets for all role members.
UI enhancement for call handling settings
If users set up forwarding to an external number, they can edit the external number. Previously, they had to delete it and add a new number.

New and enhanced features

Administrator features
- General availability
  Zoom Phone is available in Turkey and Israel.
- Global toll-free numbers
  Zoom Phone supports global toll-free numbers. Account owners and admins can purchase toll-free numbers based on their calling package.
- Zoom Phone Power Pack (Add-on)
  Account owners and admins can purchase Zoom Phone Power Pack add-on to enable two new capabilities:
  - Desktop Power User experience: Users with the add-on can access a new panel in the desktop client that allows them to view phone lines, in-call controls, contacts, missed calls, and voicemail. The small panel is always on top of other applications, allowing users multitask while using phone features. This feature requires client version 5.6.0 or higher.
  - Call queue analytics: Account owners, admins, and queue members with the add-on can leverage the real-time analytics and historical reports to make data-driven decisions and improve the performance.
- Call queue pickup code
  Account owners and admins can enable call queue pickup in the policy settings at the account level (multiple sites disabled), site level (multiple sites enabled), or call queue level. After enabling this feature, a unique pickup code will be generated. Queue members can answer the queue calls with the pickup code even when they are opted-out. This code can be customized in the call queue profile.
- Enhancements to call queue distribution
  If a call queue is set to sequential or rotating call distribution, account owners and admins can enable a setting to handle multiple incoming calls simultaneously. This advanced setting is only recommended when you have a call queue with high incoming call volume but under-resourced queue members. Calls that came in first may not be answered first. Only when this setting is disabled, when there are multiple calls in a queue, the second call will not ring through until the first call is answered.
- Call monitoring for shared line groups
  Account owners and admins can enable call monitoring features for shared line groups. They can assign certain group members as monitors that can listen, whisper, barge, or take over calls received by or sent to the shared line group.
- Soft delete call history, voicemail and recordings
  Account owners and admins can allow users to soft delete call history, voicemail, and recordings. This feature can be enabled in their account-level policy settings. When enabled, users can restore their soft-deleted history, voicemail, or recording within 30 days. After that, it will be permanently deleted from the account. To correctly see recovered items in the client, users must have client version 5.6.0 or higher. This feature needs to be enabled by Zoom.
- Block incoming external calls
  Account owners and admins can set rules for blocking incoming external calls during business, closed, and holiday hours. This feature only applies to phone users, Zoom Room, and common area phones. This feature can be changed at the account level (multiple sites disabled), site level (multiple sites enabled), or extension level.
- Enhancements to phone usage reports
  Account owners and admins can view the handle, hold, or park times in phone usage reports.
- Import and export common area phones
  Account owners can bulk import common area phones to add them to the web portal, or bulk export a list of existing common area phones.
- Check voicemail by phone
  Account owners and admins can allow users to check their voicemail by dialing their direct phone number and entering their voicemail PIN. This feature can be enabled or disabled at the account level (multiple sites disabled), site level (multiple sites enabled), or extension level.
Devices
- Certified devices
  Zoom Phone supports the following devices. Account owners and admins can add these devices to the Zoom web portal as part of the provisioning process.
  - Yealink W80 and W90 DECT IP Multi-cell Systems
  - AudioCodes MediaPack MP-124 gateway
- Supported features for AudioCodes IP phones
  AudioCodes 445HD/450HD/C450HD IP phones support transfer to voicemail. In addition, the AudioCodes 445HD and C450HD IP phones support AES-256 SRTP Media encryption.
- Enhancements to Poly and Yealink DECT device features
  Account owners and admins can access these features when configuring Poly and Yealink DECT devices in the web portal:
  - - The time format and time zone will follow the format set in the user’s profile. The time format for Poly DECT devices must be set locally on the handset.
    - DECT handsets will show the display name of the primary line’s user instead of generic names like “Handset 1”.
    - They can configure multiple lines on one handset and select which line will be used when placing an outbound call. This can only be configured when multiple handsets are registered to the base.
- UI enhancement for Sign Out soft key for hot desking
  The Sign Out soft key for hot desking has moved to the second page, away from the main soft key menu. This only applies to certified Yealink and Poly devices.
- Support for pauses in speed dials
  Admins and users can add pauses using commas (,) when adding speed dials on supported Yealink phones. This can be used to add a dial string to join a meeting. For example, a typical dial string may look like this: 18001231234,,,1234567908#,,123456#.
- Customize DTMF codes
  Account owners and admins can set custom DTMF codes for call recording and call park in their account-level settings.
- DTMF code for call recording
  User can dial *7 to start or stop an ad hoc call recording, or stop an automatic call recording.

Resolved issues

Minor bug fixes

February 7, 2021

Resolved issues

Minor bug fixes

January 24, 2021

Changes to existing features

UI change for redirecting callers from the voicemail greeting
The call handling setting to allow callers to press 0 to reach an operator, or press 1 to leave a message appears as a check box when selecting Forward to voicemail. Previously, it was a drop-down menu option.
Customize message before redirecting callers from the voicemail greeting
If users can select the check box to allow callers to press 0 to reach an operator, or press 1 to leave a message, they can customize the message prompt instead of using the default.

New and enhanced features

Administrator features
- Enable SMS for international phone numbers
  Account owners and admins can enable the ability to send SMS messages to certain countries/regions. Messages sent to international telephone numbers will be metered according to the international messaging rate table. This feature needs to be enabled by Zoom.
- Group call pickup
  Account owners and admins can create call pickup groups and add phone users as members. All groups members will see call notifications whenever there’s an inbound call to a member. This feature is supported on certain Yealink devices and client version 5.5.0 or higher (planned for release in February 2021). This feature needs to be enabled by Zoom.
- Set the number of IVR prompt repeats for callers
  Account owners and admins can set the number of times (1 to 3) the IVR prompt plays for callers that don’t press an IVR menu option or press an invalid option. After the set number of repeats, the caller is routed based on overflow settings. Previously, IVR prompts always repeated 3 times.
- Show direct phone number for internal calls from call queues and auto receptionists
  Account owners and admins can enable a setting to show the direct phone number of internal inbound calls from call queues or auto receptionists. In other words, when a user dials an internal extension with an auto receptionist or call queue number as the caller ID, the receiver will see the selected outbound caller ID. This setting can be changed at the account level (multiple sites disabled) or site level (multiple sites enabled). If this setting is disabled, call notifications only show the extension number.
- Search call queues by phone number
  Account owners and admins can search through call queues by entering a phone number. Previously, they could only search by name or extension number
- Enhancement to shared line group membership
  If the account has enabled multiple sites, account owners and admins can add any phone user in the account to a site’s shared line group. Previously, shared line groups could only contain members in the same site as the shared line group.
- Total call time in usage report
  Account owners and admins can view the total call time for each phone user.
Devices
- Desk phone companion mode
  Desk phone companion mode integrates Zoom meetings with your provisioned desk phone. This allows you to join a scheduled Zoom meeting and use your desk phone as the audio device; or receive a meeting invite and join the meeting using your desk phone as the audio device.
- Supported devices
  The AudioCodes C450HD (open SIP version) conference phone is supported. Account owners and admins can add this phone to the Zoom web portal as part of the provisioning process.
- Support for call monitoring softkeys on Poly VVX devices
  Most Poly VVX devices support call monitoring softkeys (listen, whisper, barge. And take over). Previously, phone users had to use key codes to use call monitoring features on VVX devices. Poly VVX devices must have firmware version 5.9.3.x or higher. This isn’t supported on VVX 101, 201, and 150.
- Fax support for AudioCodes MP1288
  The AudioCodes MP1288 gateway supports fax.
- Secondary NTP server
  Account owners and admins can specify a secondary NTP server for devices. The secondary NTP is used if the primary NTP server is not set, or can’t be accessed.
- Call park line key
  Desk phone users can view and retrieve parked calls using a line key. The call park line key can be set up in the line key settings. Previously, users had to retrieve parked calls by manually dialing the retrieval code. This feature needs to be enabled by Zoom.
- Support for Poly CCX series devices
  Poly CCX series devices with UCS software version 7.0.0.4236 are supported. CCX series devices do not support these features:
  - Transfer to voicemail
  - Hot desking
  - Companion mode
  - Call monitoring
- Increased character limit for line key alias
  The alias for each line key can be up to 32 characters. Account owners, admins, and phone users can access line key settings to customize the alias for each line key.

December 24, 2020

Resolved issues

Minor bug fixes

December 20, 2020

Changes to existing features

Enhancements to changing emergency address
Users that need to change the country of their emergency address are required to add a new emergency address instead of editing an existing address.
Requirement for emergency address when adding locations (nomadic emergency services)
The emergency address is required when account owners or admins add location or sub-locations for nomadic emergency services.

New and enhanced features

Administrator features
- Support for SMS
  Zoom Phone supports SMS for phone that have a direct phone number. Account owners and admins can use the web portal to enable SMS and view SMS logs. See our FAQs for more information. SMS requires client version 5.4.7.
- Dashboard metrics for nomadic emergency services
  Account owners and admins can view metrics for nomadic emergency services; for example, the number of phone users that opted in to location tracking or have detectable personal locations. They can also select an option to prompt phone users that haven’t opted in to location tracking. This feature requires client version 5.4.7.
- Enhancement to bootstrap mode (nomadic emergency services)
  Account owners and admins will receive an email notification if a user is reporting they are at company location but network data doesn’t match the location. This feature requires client version 5.4.7.
- Enhancement to bootstrap mode for desk phones
  Users with desk phones will receive an email asking them to set or confirm the emergency address for their IP phone. Zoom Phone will attach the phone's IP address to the corresponding location. Any time the IP address for a given phone changes from a prior value and the IP address does not map to a known location, Zoom Phone will resend the email asking the user to confirm the emergency address of the phone.
- Account-level setting for call park
  Account owners and admins can enable or disable call park at the account level. If the account has multiple sites, they can change the setting at the site level.
- Policy setting to forward voicemails to email
  Account owners and admins can enable a policy setting that allows them to forward voicemails from call queues, auto receptionists, and shared line groups to internal or external email addresses. This setting is disabled by default. It can be enabled at the site level (if there are multiple sites) or account level.
- Existing policy settings available at site level
  These existing policy settings can be enabled or disabled at the site level if the account has multiple sites: data retention, call recording, international calling, outbound caller ID. If the account doesn’t have multiple sites enabled, these policy settings are available at the account level.
- Multiple phone user templates
  Account owners and admins can create multiple phone user settings templates for each site and apply them to phone users. Previously, they could only create one template per site.
- Enhancement to Zoom Phone roles
  Account owners and admins can customize additional privileges for call queue admin, super admin, and site admin roles.
- New Zoom Phone role management privilege
  Account owners and admins can assign users a Zoom Phone role management privilege, which gives users the ability to view, create, or modify Zoom Phone user roles. Previously, there was only a general role management privilege that gave access to manage all user roles on the Zoom account.
- Enable call monitoring for call queue members
  Account owners and admins can enable call monitoring features (listen, whisper, barge, take over) for call queue members. This means only calls from/to the call queue will have call monitoring and not direct calls to individual call queue members. This feature requires client version 5.4.7.
- Automatic call recording for outbound calls from call queues
  Account owners and admins can change a policy setting to enable automatic call recording from call queues. They can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Previously, enabling the automatic call recording setting for call queues would only record inbound calls.
- Additional fields for Zoom Phone usage report for charges
  The Zoom Phone usage report for charges contains the calling party’s name, Employee ID, Cost Center, and Department fields so that admins can better categorize the charges.
- Reserved numbers in usage report
  Account owners and admins can view usage reports to see the number of reserved numbers in the account and the charges being incurred for holding the reserved numbers. This only applies to accounts that have ported blocks of numbers using the reserved numbers feature.
- Filter voicemails and recordings by date range
  Account owners, admins can filter the following by a date range:
  - Account-level recording log
  - Voicemail log for auto receptionists, call queues, and shared line groups
- Forward to number in External Contacts directory (Premise Peering / BYOP)
  Account owners and admins with Premise Peering or BYOP can change auto receptionist and call queue call handling settings to forward to a phone number added to the External Contacts directory.
- Pass SIP group name as SIP header for routing calls (BYOC/BYOP)
  Account owners and admins can add the SIP group name as a header passed to their SBC, allowing them to apply custom routing policies.
User features
- Redirect callers from the voicemail greeting
  Users can select an option in their call handling settings to forward to voicemail or connect to an operator. This allows callers to press 0 to reach the operator, or press 1 to leave a voicemail message. The operator can be set to any phone user, call queue, auto receptionist, or shared line group. This setting is also available to admins when setting default call handling settings for the account or site.
- Forward to number in External Contacts directory (Premise Peering / BYOP)
  Users with Premise Peering or BYOP can change their call handling settings to forward to a phone number added to the External Contacts directory.
- Filter voicemails and recordings by date range
  Users can filter their personal voicemail and recording logs by a date range.
Devices
- Supported Yealink devices
  The following Yealink accessories and desk phones are supported. Account owners and admins can add desk phones to the web portal as part of the assisted provisioning process.
  - T31P, T31G, T33G, T43U, T46U desk phones
  - CP930W wireless conference phone (connects to W60B base station)
  - WF50 WiFi dongle
  - DECT dongle
  - BT41 Bluetooth dongle
- Firmware updates rules
  Account owners and admins can set rules for the firmware version allowed on devices used in your account. If no rules are set, all devices will be updated to the latest firmware version.
- Directory search and hot desking support for AudioCodes
  Certified AudioCodes devices support directory search and hot desk phones.
- Fax support for ATAs
  The Poly OBI302/508 ATAs support fax.
- Convert common area phone to unassigned device (HaaS devices only)
  Account owners and admins can unassign a common area phone to convert it to an unassigned device. This feature is only available to HaaS devices. Previously, they had to delete the common area phone and re-provision it.
Developer features
- Added Retrieve Call Log Details API.
  - GET /v2/phone/call_logs/{callLogId}
- Added Delete a User’s Call Log API.
  - DELETE /v2/phone/users/{userId}/call_logs/{callLogId}
- Added support to return deactivated users’ recordings via Phone Recording API.
  - GET /v2/phone/users/{userId}/recordings
- Added new response field(desk_phone) in Get Phone User Settings API.
  - GET /v2/phone/users/{userId}/settings
- Added response fields(path, recording_type, call_id) in Account and User Call Logs APIs.
  - GET /v2/phone/call_logs
  - GET /v2/phone/users/{userId}/call_logs
- Added request fields(from, to) and response fields(from, to) in Get User’s Recordings API.
  - GET /v2/phone/users/{userId}/recordings
- Added request fields(from, to) and response fields(from, to) in Retrieve User’s Voicemail API.
  - GET /v2/phone/users/{userId}/voice_mails
- Added support for new Zoom Phone plans in the Billing APIs.
  - POST /v2/accounts/{accountId}/plans
  - POST /v2/accounts/{accountId}/plans/addons
  - PUT /v2/accounts/{accountId}/plans/addons
  - GET /v2/accounts/{accountId}/plans

Resolved issues

Fixed an issue with inconsistent number of calls in the call logs and phone usage reports
Minor bug fixes
Fixed a bug where multiple recording completed events were being sent when a recording was paused and resumed.
- phone.recording_completed

November 22, 2020

New and enhanced features

Enable 256-bit AES ECB encryption for Poly Trio C60
Account owners and admins can enable SRTP with 256- bit AES GCM encryption for the Poly Trio C60. By default, 128-bit AES is enabled. Learn more about Zoom Phone Encryption.

October 18, 2020

New and enhanced features

Supported Devices
The Poly Trio C60 conference phone is supported. Account owners and admins can add this phone to the Zoom web portal as part of the provisioning process.
Support for auto provisioning of Poly D230
The Poly D230 will automatically configure itself out of the box using Polycom Zero-Touch Provisioning (ZTP) after being added to the Zoom web portal.
New supported features for AudioCodes
AudioCodes 450HD and 445HD support multiple line keys, call delegation, speed dial, and busy lamp field (BLF). The AudioCodes 450HD also supports provision templates.
Firmware upgrades
The following devices will receive firmware upgrades: Poly Trio, all Poly VVX series, and all Yealink devices. Devices will automatically reboot to upgrade firmware.

August 19, 2020

New and enhanced features

Firmware for Poly VVX series
Poly VVX series devices support firmware version 5.9.3.9228. Provisioned devices will automatically upgrade from version 5.9.3.8726 to 5.9.3.9228. Devices will automatically reboot to upgrade firmware.

August 16, 2020

New and enhanced features

Supported devices
The AudioCodes MediaPack 1288 gateway is supported. Account owners and admins can add it to the web portal as part of the assisted provisioning process.

July 12, 2020

New and enhanced features

Enable AES-256 bit encryption for devices
Account owners and admins can upgrade to SRTP with AES-256 bit encryption for specific sites and models. By default, AES-128 bit is enabled. Admins must enable AES-256 bit in the web portal. Learn more about Zoom Phone Encryption.
Supported devices
The following IP phones and accessories are supported. Account owners and admins can add IP phones to the Zoom web portal as part of the provisioning process:
- AudioCodes 450HD IP phone
- Poly D230 DECT IP phone, EM50 expansion module
- Yealink EXP50 expansion module
Use desk phone to transfer call to voicemail
Users can transfer the active call to the voicemail inbox of another phone user.
Directory support for devices
Users can access the account’s directory of phone users. See the list of supported desk phone features for more information.

June 14, 2020

New and enhanced features

Admin features
- Hot desking for desk phones
  Account owners and admins can enable phone users in the account to temporarily use a desk phone by entering their voicemail PIN. This allows phone users to easily use shared devices.
- Set overflow options for common area phones
  Account owners and admins can route inbound calls to common area phones if the call is not answered after a specified amount of time.
User features
- Admin password for desk phones
  Phone users are required to change the default admin password for desk phones if they are using the default password provided by the desk phone manufacturer.

April 19, 2020

New and enhanced features

Improvements to encryption
Zoom Phone SIP signaling communications from client to server occur over TLS v1.2 with AES-256 bit encryption. Zoom Phone call media is transported and protected by SRTP with AES-128 bit encryption for SIP devices.

March 1, 2020

New and enhanced features

Supported devices
The Cisco 8851 IP phone is supported. Account owners and admins can add this phone to the Zoom web portal as part of the provisioning process.
Shared line groups on supported desk phones
If an account owner or admin assigns users to shared line groups, group members can use a supported desk phone to make or receive calls using shared lines. Members can also view the status of shared lines.

January 12, 2020

New and enhanced features

Manage voicemails with a desk phone
Users can play old messages and delete messages using a provisioned desk phone. They can also record a custom voicemail greeting.

December 1, 2019

New and Enhanced Features

Admin Features
- Support for Zero Touch Provisioning of AudioCodes Phones
  Supported AudioCodes phones will automatically configure themselves out of the box using zero touch provisioning (ZTP) after they are added in the Zoom web portal.
User Features
- Change Caller ID for Line Keys
  Users with a desk phone can change the caller ID number for their lines. They can select the default caller ID number, the company number, a call queue number, or they can hide their caller ID.
- Customize Display Name for Line Keys
  Users with a desk phone can customize the display name for each line key. This helps identify line keys if they have access to multiple direct numbers or shared lines.

September 29, 2019

New and Enhanced Features

Supported Devices
The following AudioCodes IP phones are supported: 405, 405HD, 420HD, 440HD, and 445HD.
Call Delegation and Shared Lines on Supported Desk Phones
If an account owner or admin assigns a delegate to make and receive calls for another phone user, the delegate can use a supported desk phone to make or receive calls, view shared line status, place calls on hold, and transfer calls.

July 13, 2019

New and Enhanced Features

Supported Devices
The following Polycom analog telephone adapters (ATA) are supported: OBi302, OBi508vs.
Note: Zoom does not guarantee the performance of analog devices or applications connected to ATA devices.

May 19, 2019

Changes to Existing Features

Additional Supported Devices
Zoom Phone supports additional devices.
- Polycom: SoundPoint IP 335 / IP 550 / IP 650, Trio 8500 / 8800
- Yealink: CP960 / T53 / T53W / T54W / T57W / VP59
- Cisco: 7821 / 7841 and 8841 / 8861 (multi-platform versions)

Resolved Issues

Minor Bug Fixes

April 7, 2019

Changes to Existing Features

Administrator Features
- Support for Auto Provisioning of Polycom and Yealink Devices
  Devices will automatically configure themselves out of the box using Polycom Zero-Touch Provisioning (ZTP) and Yealink Redirection and Provisioning Service (RPS) if they have been registered on the Zoom web portal.
- Additional Supported Devices
  Zoom Phone supports additional Polycom and Yealink devices.
  Polycom: VVX 101, VVX 300, VVX 301, VVX 311, VVX 400, VVX 410, VVX 411, VVX 501, VVX 600, IP 6000
  Yealink: T23G, T27G, T29G, T40G, T41P, T42G, T46G, T48G, W56P, W60P, CP920

Resolved Issues

Resolved an issue where users are unable to receive (and answer) calls for Call Queues and Delegated calls on desk phones
Minor Bug Fixes

February 2, 2019

Changes to Existing Features

Change music when placing a call to a ringtone
When placing a call, users will hear a ringtone when waiting to connect rather than music.

Resolved Issues

Minor Bug Fixes

January 22, 2019

New and Enhanced Features

Zoom Introduces Zoom Phone
Zoom Phone is a cloud phone system available as an add-on to Zoom’s platform. Support for inbound and outbound calling through the public switched telephone network (PSTN) and seamlessly integrated telephony features enable customers to replace their existing PBX solution and consolidate all of their business communication and collaboration requirements into their favorite video platform.