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 (such as call queue, auto receptionist, or shared line).

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin permissions
  • 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. Click Phone System ManagementCall Log.
  3. Use the following controls to filter and search call log entries:

    • Use the controls at the top to filter data by date, direction (inbound or outbound), call path, and site (if you have multiple sites).
    • Use the search bar to filter data by a specific phone user, phone number, or extension.
    • Click the column headings to sort the table entries.
    • Click the Show charged call logs only check box to only display entries for calls that were charged.
  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 platform.

Result column

Identifies how the call was handled. You will see these labels:

  • 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 phone user specified in the To column. For inbound calls, this label also applies if the phone user declined the call notification or the call was forwarded to voicemail.
  • Call Cancelled: This meaning of this label depends on the Direction and Path.
    • Outbound with Shared Line or PSTN: The call was hung up by originating caller while ringing.
    • Inbound to Call Queue: Click Details in the last column to see call queue members that the call queue tried to reach. Members labelled with Call Cancelled mean they dismissed the call notification to remove themselves from the current call queue distribution.
  • Recorded: The call was recorded by the phone user or automatic recording was active during the call.

The following labels apply to inbound calls when there is also a label in the Device column:

  • Call failed: The associated desk phone was set to the "do not disturb" status.
  • Call Cancelled: The associated desktop client or mobile app was set to the "do not disturb" status. This label is also used if the originating caller hung up the while ringing.
  • Rejected: 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:

  • Extension (only applies to inbound calls): The call was received by a phone user's extension or direct number. This also applies to internal calls between the organization's phone users, including calls received by shared lines. Click Details in the last column to see all delegators or delegates called.
  • 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.
  • Auto Receptionist (only applies to inbound calls): The call was received by an auto receptionist. Click Details in the last column to see if the caller was routed to a phone user, common area phone, or call queue.
  • PSTN (only applies to outbound calls): The call was made to an external phone number using the PSTN (public switched telephone network).
  • Shared Line: The call was made or received with a shared line set up via call delegation. If an internal contact called an internal shared line, you will see Extension instead. For inbound calls, click Details in the last column to see all delegates or delegators called.
  • Transfer: The call was transferred by a phone user. 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 indicating the call from the phone user to the phone number before they transferred the call.
  • A call entry showing the original two parties on the call. 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.

Blind transfer

  • A call entry showing the original two parties on the call. 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 organization-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 phone users.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementUsers & 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 Verify Bill Charges

Follow these steps to use the CSV export of the call log to help verify Zoom Phone charges on your bill.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCall 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.
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