Managing New View call logs

Account owners and admins have access to the enhanced call logs view. This new view allows them to utilize advanced filters for various call attributes, including call type, result, extension type, number type, group, events within the call, spam, and result. Furthermore, the call path column provides comprehensive descriptions of the sequential steps involved in each call. Admins can conveniently switch between the Classic View and the New View based on their preferences.

Requirements for viewing and managing the New View call logs

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

How to access and filter the New View call logs

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

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Logs.
3. Click the Calls tab.
   In the top-right, New View is the default view.
   
   1. (Optional) Click Classic View to use the older view of call logs. Learn more about using the Classic View.
      Note: The classic view of call logs is deprecated but will continue to be accessible.
4. Use the following controls to filter and search call log entries:
   • From and To: Filter the call logs by date/length of time.
   • Search bar: Filter the data by a specific phone user, phone number, extension, client code, or email address.
   • Department/Cost Center: Filter the data by entering the department or cost center you want to view call logs for.
   • Direction & Call Type: Filter the direction of the call and call type as follows:
     • Outbound
     • Inbound
     • Internal
     • External
     • General calls
     • Emergency calls
     • End-to-end
   • Extension Type: Filter the extension type where the call is generated as follows:
     Note: The filter applies to the call summary and call path.
     • User
     • Call Queue
     • Auto Receptionist
     • Common Area
     • Zoom Room
     • Cisco/Polycom Room
     • Shared line group
     • Group call pick up
     • Paging
     • External contact
   • Recorded: Filter any recording associated with the call.
     • No recording: The call has no recording.
     • Recorded: The call has at least one recording which can be an ad hoc recording or automatic recording.
   • Spam: Filter any associated spam to your calls as follows:
     Note: This filter only applies to inbound calls.
     • Normal
     • Spam
     • Maybe Spam
   • Event: Filter any event associated with your calls as follows:
     • Ringing: This includes outgoing or incoming calls. This also includes the Call Me On feature, which allows users to designate a phone number for receiving incoming calls and makes it easier to receive calls when working remotely or switching devices.
     • System Transfer: The system transfer contains forwarding, ringing to members, and overflow scenarios originating from a user, Call Queue, Auto-receptionist, or other systems.
     • Transfer: Direct or warm call transfer from one user to another.
     • BMW: The call monitoring used such as a barge, whisper, listen, take over, or conference barge.
     • Call Park: The call park method used such as park, park timeout, private park, and private parked timeout.
     • Pick Up: The pick-up methods used such as park pick-up, call queue pick-up, group pick-up, shared line pick-up, direct pick-up, or private park pick-up.
     • Input: The input of the call such as IVR or FAC.
     • Shared: The Shared Line Appearance, Shared Lined Group, or Call Queues outbound call.
     • Transfer to 3rd Party: The call transfer used such as the call was elevated to a meeting, handed off to a room, or a mobile switch to carrier.
     • Merge Call: The conference call merged 3 or more people into the call.
   • Call Result: Filter the call result of how the call was handled in the summary as follows:
     • Answered: This applies to actions taken during inbound calls.
       • Answered: If a person answers the inbound call, the event is considered as answered.
       • Accepted: If a system (AR/IVR) answers the inbound call, the event is considered accepted.
       • Picked Up: If the call is picked up by a user from park, call queue, group, shared line, or private park, the event is considered picked up.
       • Completed: If the call is answered for the call queue or shared line group, the event is considered complete.
     • Connected: This applies to actions taken during outbound calls.
       • Connected: When the call is an outbound call and the callee answers the call, it is referred to as Connected.
       • Succeeded: If a specific event is completed successfully, it is termed as Succeeded. For example, the BMW event was successful.
     • Voicemail: The call was sent to voicemail.
     • Hang Up: This applies to outbound calls. The caller hung up the call. Hang Up includes the following options:
       • Canceled
       • Call Failed
     • No Answer: The call was not answered. The details are shown under the call path.
       • Rejected: A user rejected or declined a call.
       • Busy: The call number is preoccupied with other calls.
       • Ring Timeout: No one answered the call which timed out.
         Note: When a user has an iOS device, and the Zoom app is in the background with the iPhone screen locked, the device will only show the actual ringing time, but it will not show the total waiting time for the configured ring time.
       • Offline: A user was offline during the call.
       • Overflowed: The call is overflowed to another extension. Overflowed usually applies to call queues, auto receptionist, and shared line groups.
       • No Answer: The call was not answered.
       • Park Timeout: The call park timed out.
       • Play a Message then Disconnect: A message was played, then the call was disconnected.
       • Disconnect: The call was disconnected.
     • Invalid Operation: When the end user enters the wrong key, PIN code, or extension, the call result shows an invalid operation. The following invalid operation options are included:
       • Invalid Key
       • Invalid Extension
       • Invalid PIN Code
     • Abandoned: The inbound call was abandoned before the call was connected.
     • Blocked: The block details are shown under the call path.
       • Block as Threat
       • System Blocked
       • Block without Caller ID
       • Block External Calls
       • Information Barriers Block
       • Block by Spam
       • FAC block
       • In Restricted Hours
       • Not within Allowed Locations
       • International calling disabled
       • Prefix or phone number blocked
       • Block for Other Reasons
       • Blocked by Emergency Call Limit
       • Blocked by Call Screening
     • Service Unavailable: The system has an error.
   • Group: Filter your calls by primary group of users.
   • Number Type: Filter the type of phone numbers you want to view the log for as follows:
     • Zoom Phone Number
       • Zoom PSTN
       • Zoom Toll-Free Number
     • External PSTN
       • External PSTN
       • External Contact
     • 3rd party PSTN
       • BYOC
       • BYOP
       • Partner Contact Center
     • Service Number
       • Service Number of Zoom
       • Service Number of External
     • Specific Number
     • Zoom Internal Number
       • Meeting Phone Number
       • Zoom Contact Center
   • Site: Filter your calls by sites if you have sites enabled for your account.
   • Click the more icon to display the filters you want to view on the page.
5. In the top-right corner, click Export to CSV to save a CSV file containing the current call log entries you've filtered using the options in the previous step.

How to identify log entries according to the filters used

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

• Direction: The direction of the call.
• From: The caller ID, name, and number of the originating call.
• To: The name, extension, and phone number of the target call participant.

1. Click the Settings icon to add or remove items you would like to display on the page and view the following:
   • Start Time: The date and time when the call started.
   • Event: The event that occurred for the call.
   • Call Result: How the call was handled.
   • Recorded: If the call was recorded or not.
   • Duration: The duration of the call in hours, minutes, and seconds.
   • Client Code: A unique number that identifies phone calls for billing.
   • Site: The associated site of the extension that made or received the call.
   • Department: The associated department of the extension that made or received the call.
   • Cost Center: Assigned cost center.
   • Auto Delete: Any rule applied to auto-delete the data.
2. To the right of a call, click Call Path to identify the exact path of the call and identify the following:
   Notes:
   • The call path will provide information such as call queue members who have been alerted or notified during a call; if the call went through an auto-receptionist, any internal and external transfers, and specific route group details (SIP); and calls transferred between Zoom Phone and Zoom Contact Center. Voicemail and call recordings can also be accessed and played from the call path.
   • Account owners and admins can gain better insights into call scenarios involving warm transfers. Within a call, they can understand who hangs up first by viewing the timestamp and indication of whether the caller or callee ended the call. Admins can check external call records to see if the Hide Caller ID feature was used. They also have visibility into which call logs were deleted by specific users when soft delete is enabled. Additionally, in the same log, admins can see the PSTN talks to the second user and the talking time duration for that.
     • Name and extension of the caller.
     • Name and extension of the person called.
     • Client Code: Add/edit a client code or view the client code number.
     • Call path with the following information:
       • Call ID
       • Date and start/end time
       • Event and waiting time
       • Actions
       • Result and talking time
       • Device
     • Zoom Contact Center (ZCC) integration information:
       • ZCC number
       • Agent: Displays the agent's name.
       • Queue: Displays the queue name.
       • Flow: Displays the flow name.
       • Copy Engagement ID: Click this to copy the engagement ID.
       • Go to Voice Call in Zoom Contact Center : If you have ZCC call logs access permissions, click this link to be directed to ZCC's Voice Calls logs to view details on inbound and outbound voice engagements of the call.
3. On the top-right of the page, click Export to CSV to save a CSV file containing the current call log entries you've filtered.
4. In the top-right corner of the page, click the Trash icon to view any logs that may have been deleted by users or retention policy.
5. In the top-right corner of the page, click Classic View to return to the classic view of the call logs.
   Note: The new call log is now available. The classic view of call logs is deprecated but will continue to be accessible.

How to view Zoom Contact Center logs

Example to understand the new call log

1. A call is initiated from the Public Switched Telephone Network (PSTN) to an Auto-Receptionist (AR).
   
2. The caller interacts with the Interactive Voice Response (IVR) system by entering "1" which directs the call to a Call Queue (CQ).
3. An agent in the CQ responds to the phone call.
4. An account admin filters the data based on the From and To parameters to view the information that can be filtered by week or month.
5. The admin then searches for a specific phone number and filters for inbound calls, call queues, and answered calls to further refine the data.
   The call summary shows the call result as Answered.
6. The admin clicks on Call Path to see the following details:
   • The Call ID allows the admin to link the call to the voicemail and recording.
   • The IVR input is 1 and the call is forwarded to a CQ.
   • The CQ has Auto Call Recording enabled.
   • Ring to a member and the member answered the call with a macOS client.
   • The Talking Time is 25 seconds and the call ends.
     
7. Using the Call ID - 7311825463708870121, the admin can search the recording log.
8. The recording shows the PSTN call that is 25 seconds long and the owner is the corresponding queue, which aligns with the call log.