Viewing call history logs

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, call type, department or cost center. You can also subscribe to email notifications for call logs.

Note: You can also view logs for call recordings, voicemails, and SMS.

This article covers:

Prerequisites for viewing call history logs

How to view and export 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. Click the Calls tab.
  4. (Optional) Use the following controls to filter and search call log entries:
  5. 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.
  6. (Optional) On the top right, click New View to be redirected to the revamp call log page.
    You will have access to advanced filters for call type, result, extension type, number type, group, events in the call, spam, and result. The call path column also provides detailed descriptions of the steps that take place during a call.

How to identify log entries

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

From and To columns

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:

Path column

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

Site column

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

How to identify log entries for specific scenarios 

Warm transferred call

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

Blind transferred call

If a phone user made or received a call and blind transferred it, you will see a log 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.

Merged call (three-way call)

If a phone user merged a call, click Details for the associated log entry to show the call participant that merged the call and the call participant that is being merged into the call.

How to view 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).

How to use 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.