Important Notice: Please begin updating all your Zoom applications to version 5.0 or higher. After May 30, 2020, all Zoom applications on older versions will receive a forced upgrade when trying to join meetings as GCM Encryption will be fully enabled across the Zoom platform. Learn more on how to update your Zoom application or update now.

Note: As our world comes together to slow the spread of COVID-19 pandemic, the Zoom Support Center has continued to operate 24x7 globally to support you. Please see the updated Support Guidelines during these unprecedented times.



Viewing and identifying call logs Follow

Overview

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

This article covers:

Prerequisites

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

Viewing and exporting the call log

You can view the call log 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 Call Log.
  3. 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 call log entries

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

From and To columns

Displays the caller ID name and number of the originating caller (From) and the target (To).

The entry will display Anonymous for calls that do have a caller ID (the caller hid their caller ID name and 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. You will see these labels:

  • Auto Recorded: The call was automatically recorded.
  • Busy:
    • If there is a label in the Device column: The client or app was set to "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 Canceled: The call was hung up by the originating caller while ringing. For inbound calls, you will only see this label if there's an entry in the Device column.
  • 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.
  • Recorded: The phone user used in-call controls to record the call.
  • Rejected (only applies to inbound calls with a label in the label in the Device column): The phone user declined the incoming call notification on the associated desktop client or mobile app.

Path column

Identifies how calls were routed. You will see these labels:

  • 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 queued tried to reach.
  • 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.
  • Transfer: The call was transferred by the phone user in the From column. This label is not used if the call was transferred by the external party.

Site column

Only visible if you have multiple sites. Displays the associated site of the phone user involved in the call.

Identifying call 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 the call log for a specific user

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

Note: The user call log provide less detail than the account-wide call log and does not show entries for call routed through auto receptionists or call queues. This call log 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 the call log 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).
    • Calls that were forwarded through a call queue have the this icon beside the contact's name or number: . Click Details in the last column to see the call queue details.

Using the call 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 Call Log.
  3. Use the From and To fields to select the date range of your bill.
  4. Click the Show charged call log 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.