What's New in Zoho Voice

Agents can now define a wrap-up time in Users → Edit,which provides them with a set duration to complete post-call tasks before becoming available for the next queue call. During this period, the agent’s status changes to Wrapping Up, and queue calls are not routed to them.

A countdown timer appears on their dial pad, and agents can exit wrap-up manually by selecting Exit Wrap Up. The timer ends automatically if the agent receives a non-queue call or places an outgoing call.

You can now select a disposition for each call from the Notes tab in the Logs module.

Admins can now filter, view, and export credit history from Settings → Credit History module for any month of any year. Filtering and export are no longer limited to months within the past two years.

With the native integration of Zoho Recruit, you can now view and download voicemail directly in the description of the respective call log in Recruit.

You can now filter call logs (Logs module) by additional call types like Transferred, 3-way, and Bargedcalls, making it easier to track and analyze specific call interactions.

You can now export call logs in CSV format with additional fields: isTransfer, isBarge, Ringing Time, and WaitingTime.

• isTransfer - Indicates whether the call was transferred.

• isBarge - Indicates whether the call was barged.

• Ringing Time - Displays the duration the call rang.

• Waiting Time - Displays the time the call waited in queue.

Zoho Voice now includes a new ringing strategy, Agent with Fewest Calls, which routes queue calls to the agent who has handled the fewest calls. This helps distribute calls more evenly based on workload.

You can now view visual charts for feedback and call dispositions directly in the Dashboard module, helping you gain better insights into call outcomes and customer satisfaction.

You can now choose the required date format from the options available under Settings → My Profile, helping you align with regional or organizational standards.

You can now configure call recording profiles to use the MP3 audio format in addition to the existing .wav format.

You can now create contacts for unknown numbers directly from the Logs module.

You can now filter message logs by MMS, making it easier to track and analyze multimedia message interactions.

You can now export user details from the Users module in CSV or in PDF format.

You can now mark sender IDs as favourites. These favourite IDs appear at the top of the sender ID list in the Messages module and the SMS tab of ZDialer for quicker access.

10DLC (10-Digit Long Code) registration is now required for A2P business messaging in the U.S. Businesses must register their 10DLC numbers with mobile carriers to ensure SMS and MMS delivery. Unregistered numbers may be blocked and can incur carrier penalties.

Users can now filter queue logs by call types such as Abandoned, Timed Out, and Bounced. These call types are applicable only to queue logs in the Logs module.

You no longer need to perform on-demand transcription only from the Logs module. You can now transcribe calls directly from the Logs tab in Dial-pad. Simply by click the Info (ℹ) icon of the respective log and select Transcript.

Note:

• Call Recording must be enabled.

• A Call Recording Profile must be configured for the numbers where transcription is required.

You can now create a Power Dialer campaign directly from the Logs module, without having to switch to the Power Dialer module.

You can now compress image attachments that exceed the 1 MB size limit and send them directly from the Message module.

You can now contact Zoho Voice Support directly from your Zoho Voice account. From the Profile menu, click Call to Support, select your callback number, and choose the region-based support number (US or EU).

Agents can now transfer calls to another agent without speaking to them first. With Blind Transfer, the call is immediately routed to the selected agent/queue, and the initiating agent is disconnected from the call.

You can now select multiple agent statuses from the Filter option in the Users module.

You can now receive email notifications for all queue calls. When adding or editing a queue, specify the queue email address and select All Calls to trigger notifications for every call type.

You can now set a maximum wait time for queue calls when all agents are offline. This prevents customers from waiting indefinitely in the queue. Configure the Max Waiting Time (Agents Offline) while adding or editing a queue.

You can now add a call disposition after a call ends by selecting a relevant option from Notes in the dial-pad. You can also create custom dispositions, edit existing ones, or delete those no longer needed. This helps categorize calls as complaints, inquiries, closed deals, and more.

Zoho Voice introduces the ability to automatically delete recordings based on a configured retention period. Super admin can enable and set the retention duration under My Profile → Auto-Delete Recordings.

You can now import up to 25,000 contacts in the Contacts module, eliminating the need to upload contacts in smaller batches.

Admins and super admins can now enable and configure feedback messages for outgoing calls in the Call Config module.

Super admin can now configure the maximum Low Credit Threshold up to 1000 credits in My Profile page, to receive low credit notifications at the configured email address.

You can now record calls on demand. Admins and supervisors can enable this option in Settings → Call Recording Profile while adding or editing a profile, and associate the profile with the required number in the CallConfig module.

You can now download multiple call recordings at once from the Logs module. In Logs → Call Recordings, select the required logs and choose Download Recording.

Along with Agent and Queue modes, Zoho Voice introduces a new Call Configuration mode - Direct ExtensionDialling. Each agent is assigned a dedicated extension that customers can dial to connect with them directly, without waiting in an IVR or queue.

Zoho Voice introduces a new Call Configuration mode - Direct Call Forwarding. Calls received on your Zoho Voice number can be forwarded to an external landline, mobile number, or another Zoho Voice number.

Forwarded calls are treated as outgoing calls, and call recordings will continue if recording is enabled for the number.

The Call Action Handler profile now includes two additional options: Forward To and Sub-Agents, along with the existing Voicemail and Hang Up options. You can now forward calls directly to a specific number or transfer them to a selected agent.

The Business Hours profile now includes the Off-Duty Call Action Handler, allowing you to define actions for calls received outside business hours. You can forward calls to sub-agents, prompt callers to leave a voicemail, or disconnect the call.

You can now configure a welcome greeting for callers who reach your number. Set up the greeting in Call Config → Incoming.

Users can now transfer calls to queues in addition to transferring calls to individual agents.

You can now filter call logs based on the feedback provided by customers in the Logs module.

Zoho Voice introduces Feedback for incoming calls, enabling customers to rate their call experience. These ratings help analyze customer feedback and evaluate agent performance.