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Release notes for Zoom Phone

Last Updated:

Notes:

Upcoming Release

Details about upcoming releases will be posted as they become available.

Current Release

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.
    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

Previous Releases

Note: The information in the past release notes may have been superseded by subsequent release notes.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

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 automatic call recording
      Account owners and administrators now have the ability to automatically capture PSTN phone conversations. The admins are empowered to specify the specific types of call conversations to be recorded, including outgoing calls to PSTN, internal calls, or exclusively PSTN calls.
    • 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
    • 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.
    • 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

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 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 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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

View the daily release page for links to related support articles

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

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.
        • 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

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
      • 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

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.

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