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Release notes for Zoom Phone Follow

Notes:

Upcoming Release

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

Current Release

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

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.

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.
    • Backup storage location for call recordings
      Account owners and admins can specify a backup storage location for archiving Phone recordings. Only Amazon S3 is supported. This needs to be enabled by Zoom.
  • Devices

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 AES-256 encryption for Poly Trio C60
    Account owners and admins can enable SRTP with AES-256 bit encryption for the Poly Trio C60. By default, AES-128 bit 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

  • Enhanced 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.