Release notes for August 20, 2023
- Release notes for Zoom Virtual Agent
- Release notes for Google Workspace add-on
- Release notes for Zoom Phone
New and enhanced features
Simplified Zendesk and Salesforce form creation
Zoom Virtual Agent admins can design and manage Salesforce forms and preview Zendesk forms without any technical expertise required. This will also be the platform for other major form-related features in the upcoming releases.
Support escalation experience controls
The bot support system has been enhanced to allow businesses to build settings within the bot, enabling them to easily turn on or off the support channel's active and passive triggers. When an end-user requests support or fails to find a satisfactory answer through the knowledge base or predefined intents, the bot will automatically present available support channels. The logic behind this automated offering is efficiently managed by the bot, ensuring that users receive appropriate assistance without delay.
New Groups section in Knowledge Management
The new Groups section in the Knowledge Management has been added so that users can effortlessly add or remove knowledge bases from groups, ensuring a more organized and efficient knowledge management process.
Improvements to article tagging
Significant improvements have been made to the article tagging in Zoom Virtual Agent. Users can easily manage and leverage article tags, whether carried over from Solvvy or newly added Zoom tags within the Zoom Virtual Agent system.
Flexible model selection for enhanced responses
Flexible model selection allows users to choose the model they want to use for answering content from the selected knowledge base. Users can choose between the Extractive (Internal) model, which extracts information directly from the article, or the Generative (Anthropic) model, which uses Generative AI to generate responses. With this feature, users can confidently tailor their responses to meet the requirements of sensitive topics or situations where precise verbiage is crucial.
Enhancements to Condition widget
The Zoom Virtual Agent Condition widget has been enhanced to optimize comparison logic and flow building. These improvements include supporting multi-comparisons and enabling multiple value checks within a single step. Additionally, the operators offered are now context-specific, based on the variable type, ensuring relevance and efficiency (for example, equal to, contains, etc.). These updates aim to provide users with a more versatile and streamlined experience when working with comparison operations in their virtual agent flows.
Enhancement to coaching dashboard
A progress bar to the coaching dashboard has been implemented so that users can set their coaching goals for the week and track the progress of how many queries were coached for their account.
Amazon Connect integration
Account owners and admins can integrate Zoom Virtual Agent with Amazon Connect. This feature can be leveraged to enable the utilization of Amazon Connect as a chat platform when this feature is enabled for the Customer Relationship Management (CRM). With this integration, the knowledge base team can also create a knowledge base sync with Amazon Connect system, mirroring the familiar structure of existing CRM integrations.
Support for CRM tags in chat
Admins can categorize and manage customer chats effortlessly through CRM tagging. CRM tags are labels or keywords that provide valuable context to customer interactions. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.
- Minor bug fixes
Enhanced control over external users in meeting group chats
Users can adjust settings to determine whether external users can be added to meeting group chats and whether they are automatically provisioned when included in Google calendar invites.
Changes to existing features
- Admin features
Customize Zoom Phone Regions
Customize Zoom Phone Regions moved from Account Management Account Profile to Account Settings General.
- Customize Zoom Phone Regions
New and enhanced 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 call queue to view when a user receives a call for a queue.
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.
Microsoft Teams Call Queue call answering
Account owners and admins have the ability to include Microsoft Teams users as members of a 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.
- Advanced encryption for voicemails
The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade the firmware.
- CP6821, CP6851, CP6861, CP6871
- CP7811, CP7821, CP7841, CP7861, CP 7832
- CP 8811, CP8841, CP8851, CP8861, CP8832 , CP8845, CP8865
The following devices now support assisted provisioning.
- IP Solo
- IP Style
- IP Verso
The following devices now support cloud failover. Singapore and Hong Kong locations are not supported at this time.
- 6800 series
- 7800 series
- 8800 series
- Firmware upgrades
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.
- VIP delegation for call handling
- 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
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