Logs are a collection of information that represent the call records for all incoming and outgoing phone calls for all phone users in the account. Logs are also known as call logs or call history. In addition, you may filter data by type of call (inbound or outbound), date, direction (inbound or outbound), site, call type, department, or cost center. The call logs can also be subscribed to by email to receive notifications when new calls are made.

Prerequisites for viewing call history logs

• There are three types of accounts available: Pro, Business, and Education
• Permissions as an account owner or administrator
• The license for Zoom Phone can be found here

How to view and export logs

If you have a phone account, you will be able to see the logs of all your phone users.

1. Log in to the Zoom web portal by entering your username and password.
2. Select Phone System Management from the navigation menu, and then select Logs from the list of options.
3. To access the Calls tab, click on it.
4. It is possible to filter and search call log entries using the following controls (optional):
   • As you can see from the top, you have the option to filter the data by a number of different criteria including date, direction (inbound or outbound), call path, site (if you have multiple sites), department or cost center.
   • It is possible to filter phone numbers by either user, number, or extension using the search bar located at the top right of the screen.
   • The table entries can be sorted by clicking the column headings at the top of the table.
   • You can only display entries for calls that have been charged by checking the Show charged call logs only check box on the call logs tab.
     Note: Verifying the charges on your Zoom Phone bill can be done by checking the Zoom Phone usage reports.
5. When you’ve finished filtering your call log entries using the options in the step before, you can export them as a CSV file by clicking Export at the top-right area of the window.

How to identify log entries

In order to help you identify the entries in the log table, the following information will help you identify the columns:

From and To columns

• It displays both the originating (From) and target (To) caller ID name as well as the number of the call participant originating the call (From). If the party does not have a caller ID name, only the caller ID number will be displayed.
• Zoom Phone displays the internal display name for the phone number when an internal extension is involved in the call, instead of displaying the caller ID name of the internal extension they are calling from. Instead of displaying a phone user‘s caller ID name, it will instead display his or her profile name on the phone screen. In addition to the direct phone number, Zoom Phone also displays the extension number and the direct phone number (if applicable).
• In the case of calls with a caller ID, Anonymous will appear on the entry for those calls (the caller hid his or her name and number on the caller ID).
• It is possible to display the location of the external party below the caller ID number if the external party does not have a caller ID name and Zoom Phone is able to detect their location.
• The caller verified icon may also appear in certain scenarios when the caller has been verified

Device column

Determines if a phone user uses a deskphone, Zoom client, or app platform that is related to their desk phone model.

Result column

Describes the way in which the call was handled. Labels will be applied according to the following list:

• Auto Recorded: There was an automatic recording of the call.
• Busy:
  • There is a label in the Device column if my client or app is set to DND (do not disturb) mode, which means the device is in sleep mode.
  • You can view the details of the call queue members that the call queue has tried to reach, if the Path column shows that it is labelled as Call Queue. It is an indication that the member is busy because s/he skipped a call notification alerting them that their call was going to be removed from the current call queue distribution.
• Call Cancelled: During the ringing of the phone, the originating caller hung up the phone while the call was in progress.
• Call Connected: There was an answer to the call from the person specified in the To column.
• No Answer (only applies to inbound calls): The extension specified in the To column was not able to answer the call. Additionally, in the case of the call notification being declined or the call being sent to voice mail, the label will also apply.
• Park: The call was parked by a phone user.
• Recorded: In-call controls were used by a phone user to record the conversation.

Path column

An indication of how a call was routed can be found here. In order to apply the label, one of the following options will be available:

• Auto Receptionist (only applies to inbound calls): An auto-receptionist answered the call on behalf of the caller. For more information on where the caller was routed, you can click Details in the last column.
• Call Queue (only applies to inbound calls): During the call, a call queue received the call and processed it. You can see all members of the call queue that were attempted to be reached by the call queue by clicking Details in the last column. A Call Connected will appear in the Result column if a member of the call answered the call. If the queue call was routed through an auto receptionist, you will also be able to see the associated auto receptionist.
• Common Area Phone: There was a phone in the common area that made or received the call.
• Extension: Inbound calls to a phone user were handled by an automated receptionist who routed the call through a loop directing the caller to the user’s extension number. In addition, this label can also be applied to all internal calls made between telephone users within a company. Detailed information about the client, apps, and devices can be found in the last column by clicking Details.
• PSTN:
  • Outbound calls: Outbound calls are made when a phone call is made to an external phone number through the PSTN (public switched telephone network).
  • Inbound calls: Using the PSTN (public switched telephone network) for its communication, the call came in from an external phone number.
• Shared Lines: As a result of a call delegation setup or an assigned shared line group, the call was made or received using a shared line. A shared internal line will be displayed in this case if an internal contact calls a shared internal line. It is possible to view all phone users who have been called by clicking Details in the last column.
• Park Pickup: There was a parked call that was answered by a phone user. There is a column in the To line that displays the retrieval code.
• Monitor: Listen, whisper, and barge are three of the call monitoring features that have been employed by the phone user (From column) when monitoring the call of another phone user (To column).
• Takeover: There is a case in which a user took over another user’s call (From column to To column) via phone call. It is the Forward to column that displays information about the person who is to be called on the other end of the call.

Site column

This feature is only available if you have enabled multiple sites on your account. The extension from which the call was received or made is displayed as well as the associated site.

How to identify log entries for specific scenarios

Warm transferred call

In the call log, you will see the following entries if a phone user makes or receives a call and warm transfers it:

• This is an entry from the call log that shows the number at which the other party was transferred to after the outbound call was made.
• This is an entry in the call log that shows the original two parties on the call before the call was transferred to the new party.

Blind transferred call

There will be a log entry in your account showing the original two parties on the call before the call was blind transferred if a phone user made or received a call and blind transferred it. The next column will show you the details of the phone number where the other party was transferred to when you click Details. Moreover, in the Path column, you will also be able to see a Transfer label.

Merged call (three-way call)

Click Details for a log entry associated with a handset call merged by a phone user in order to see who merged the call and who is about to be merged into the call in the associated log entry.

How to view call history for a specific user

Here are the steps to follow if you want to view only the missed calls made by a specific phone user or display the entire call history made by a specific user.

1. Log into the Zoom web portal by entering your email address and password.
2. Select Phone System Management from the navigation menu, then select Users & Rooms from the drop-down menu.
3. You will be able to see the call history for a specific user by clicking the name of that user.
4. Go to the History tab and click on it.
5. You can filter the call history by date and by contact using the search options found at the top of the page. Clicking the column headings will also allow you to sort the entries according to their order.
6. The following methods can be used to identify calls:
   • Over the phone number, you will see the name of the person calling if they have a display name or belong to the same user account as you.
   • You will see this icon beside the name or number of the contact when you place an outgoing call:
   • If you would like to know the status of the call (connected, canceled, no answer, or recorded), you can refer to the Result column.

How to use the log to view bill charges

In order to view the charges on the bill, you will need to export the call log to a CSV file.

1. Log in to the Zoom web portal by entering your email address and password.
2. Click Phone System Management in the navigation menu and then click Logs at the bottom of the page.
3. You can select the date range of your bill by using the From and To fields on the left side of your screen.
4. By checking the Show only charged call log entries check box, you will only see entries for charges for the calls you have made.
5. A spreadsheet program such as Microsoft Excel can be used to open the CSV file.
   Note: It is recommended that you use Microsoft Excel 2007 or later to follow the instructions below.
6. The headers of the first row (1) can be highlighted by clicking on the first row (1).
7. When you click the Data tab, you will have the option to filter the data.
8. Click the downward arrow, then uncheck the box (Blanks) in the first column (NO), then click the OK button.
   In the call log, the duplicate charges will be hidden if you do this.
9. The charges can be highlighted by clicking the last column (L) in the table.
10. On the bottom-right corner of Excel, there is a Sum value that you can see. The total amount charged on your Zoom Phone bill should be the same as what you see here.

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Frequently Asked Question

How do I see my Zoom call logs?

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