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Viewing and identifying logs

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Overview

The logs page (also known as call logs) displays a record of all inbound and outbound calls that involve phone users in the account. You can filter data by date, direction (inbound or outbound), site, or call type.

Note:

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Viewing and exporting logs

You can view logs for all phone users in your account.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Logs.
  3. (Optional) Use the following controls to filter and search call log entries:
  4. Click Export at the top-right area to save a CSV file containing the current call log entries you've filtered using the options in the previous step.

Identifying log entries

The following points explain the columns in the log table to help you identify log entries:

From and To columns

  • Displays the caller ID name and number of the originating (From) and target (To) call participant. Only the caller ID number will display if the party doesn't have a caller ID name.
  • If an internal extension is involved in the call, Zoom Phone displays the internal display name for that phone number instead of their caller ID name. For example, it will display the phone user's profile name instead of their caller ID name. Zoom Phone also displays the direct phone number (if applicable) and internal extension number.
  • The entry will display Anonymous for calls that do have a caller ID (the caller hid their caller ID name and number).
  • If an external party doesn't have a caller ID name and Zoom Phone was able to detect a location, the location will display below the caller ID number.

Device column

Identifies the phone user's desk phone model or Zoom client or app platform.

Result column

Identifies how the call was handled. One of the following labels will be applied:

  • Auto Recorded: The call was automatically recorded.
  • Busy:
    • If there is a label in the Device column: The client or app was set to DND (do not disturb) status.
    • If Path column is labelled as Call Queue: Click Details in the last column to see call queue members that the call queue tried to reach. Members labelled with Busy mean they skipped the call notification to remove themselves from the current call queue distribution.
  • Call Cancelled: The call was hung up by the originating caller while ringing. 
  • Call Connected: The call was answered by the party specified in the To column.
  • No Answer (only applies to inbound calls): The call was not answered by the extension specified in the To column. This label also applies if the extension declined the call notification or the call was forwarded to voicemail.
  • Park: A phone user parked the call.
  • Recorded: A phone user used in-call controls to record the call.

Path column

Identifies how calls were routed. One of the following labels will be applied:

  • Auto Receptionist (only applies to inbound calls): The call was received by an auto receptionist. Click Details in the last column to see where the caller was routed.
  • Call Queue (only applies to inbound calls): The call was received by a call queue. Click Details in the last column to see all call queue members that the call queue tried to reach. If a call member answered the call, you will see Call Connected in the Result column.
  • Common Area Phone: The call was made or received by a common area phone.
  • Extension: For inbound calls, the caller reached the phone user by routing through an auto receptionist and dialing the user's extension number. This label also applies to all internal calls between phone users. Click Details in the last column to see client, apps, or devices.
  • PSTN:
    • Outbound calls: The call was made to an external phone number using PSTN (public switched telephone network).
    • Inbound calls: The call originated from an external phone number using PSTN (public switched telephone network).
  • Shared Lines: The call was made or received with a shared line that's assigned to a call delegation setup or shared line group. If an internal contact called an internal shared line, you will see Extension instead. Click Details in the last column to see all phone users called.
  • Park Pickup: A phone user answered a parked call. The retrieval code is displayed in the To column.
  • Monitor: The phone user (From column) monitored the call of another phone user (To column) using one of these call monitoring features: listen, whisper, or barge.
  • Takeover: The phone user (From column) took over the call of another phone user (To column). The Forward to column displays the number of the other party in the call.

Site column

Only visible if you enabled multiple sites. Displays the associated site of the extension that made or received the call.

Identifying log entries for transferred calls

If a phone user made or received a call and transferred it, you will see these call log entries:

Warm transfer

  • An outbound call log entry showing the number that the other party was transferred to.
  • An inbound or outbound call log entry showing the original two parties on the call before the transfer.

Blind transfer

  • A call entry showing the original two parties on the call before the transfer. Click Details in the last column to view the the phone number that the other party was transferred to. You will also see the Transfer label in the Path column.

Viewing call history for a specific user

Follow these steps if you want to display the call history for a specific phone user or view only missed calls for a specific user.

Note: User call history provide less detail than the account-wide log and does not show entries for calls routed through auto receptionists or call queues. Call history can also be viewed by the associated phone user.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the user you want to see call history for.
  4. Click History.
  5. Use the search options at the top to filter call history by date or contact. You can also click the column headings to sort entries.
  6. Identify calls using the following:
    • If the caller has a display name or belongs to the same account, you'll see a name above the number.
    • Outgoing calls have this icon beside the contact's name or number: 
    • See the Result column to identify if the call status (connected, canceled, no answer, or recorded).

Using the log to view bill charges

Note: We recommend using the Zoom Phone usage reports to verify bill charges. The steps below provide an alternative if you need to view charges for a period of more than one month.

Follow these steps to use the CSV export of the call log to view bill charges.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Logs.
  3. Use the From and To fields to select the date range of your bill.
  4. Click the Show charged call logs only check box to only display entries for charged calls.
  5. Open the CSV file using spreadsheet software like Microsoft Excel.
    Note: The following instructions apply to Microsoft Excel 2007 or later.
  6. Click the first row (1) to highlight the headers.
  7. Click the Data tab, then click Filter.
  8. In the first column (NO), click the downward arrow, uncheck (Blanks), then click OK.
    This will hide the duplicate charges in the call log.
  9. Click the last column (L) to highlight the charges.
  10. See the Sum value located in the bottom-right area of Excel. This should match the total Zoom Phone usage charge on your bill.

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