Viewing the Voicemail & Videomail logs

Phone users, auto receptionists, call queues, and shared line groups can have their own dedicated voicemail/videomail inbox. You can allow callers to leave voicemails by changing the extension's routing options to route to the extension's voicemail. 

There are two methods to access an extension's voicemail inbox. This method uses the logs page. Admins can access a voicemail/videomail inbox for a phone user, auto receptionist, call queue, or shared line group through the logs page. You can also view, play, or delete messages.

You can also share a voicemail inbox to allow other phone users to access it.

Learn more about viewing extensions' voicemail or videomail.

Requirements for viewing the Voicemail & Videomail logs

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license
• Policy setting for personal voicemail and videomail enabled for phone user
  Note: Voicemail is enabled by default for auto receptionists, call queues, and shared line groups. You can still access the Voicemail policy setting for these extensions to control who has access to the extension's voicemail.

To allow callers to leave messages in the extension's voicemail, change the extension's routing options to route to the extension's voicemail.

• Auto receptionists: Change the Business Hours or Closed Hours settings to route to the current extension's voicemail.
• Call queues or Shared line groups: Change the Overflow setting to route to the current extension's voicemail inbox.

How to access the Voicemail & Videomail logs

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 Voicemail & Videomail tab.

Filter Voicemail & Videomail logs

Note: Zoom Phone (ZP) account owners and admins receive notifications and alerts when recordings or voicemails cannot be saved due to issues like call switch failover, recording server failure, or connectivity problems. Notifications are delivered through alerts and notifications and Zoom applications (Zoom Web App, Zoom Phone Appliances, and the Zoom app).

1. Access the Voicemail & Videomail logs.
2. Use the following options to filter data:
   • From/To: Filter the call logs by date/length of time. Specify the time period for the report.
   • Search field: Enter keywords to search by name, extension, or number.
   • Owner Type dropdown: Select User, Common Area, Call Queue, Shared Line Group, or Auto Receptionist.
   • Type dropdown: Select Normal, Spam, Maybe Spam, Block for Other Reasons, Block as Threat, or Blocked by Call Screening.
   • Group dropdown: Select a group to only display data for that specific group.
   • Site dropdown: Select a site to only display data for that specific site.

How to identify voicemail entries

The following points explain the columns and labels in the voicemail table to help you identify voicemail entries:

• If the number has a caller ID name or belongs to your organization, you'll see a name above the number.
• Voicemail entries marked by a blue dot haven't been played yet.
• Use the search options at the top to search for a specific contact or phone number, or click the drop-down menus at the top to filter by extension type and site.
• You may see a caller-verified icon in certain scenarios.

How to manage the Voicemail & Videomail logs

1. Access the Voicemail & Videomail logs.
2. At the top of the page, filter the data.
3. Click the Play icon to play the voicemail/videomail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
   Note: If a phone with access or an admin plays an unplayed voicemail/videomail message, the message will show as played for all other phone users with access or admins.
4. (Optional) To the right of an entry, click Download to save the voicemail/videomail message (MP3 file).
5. (Optional) To the right of an entry, click the ellipsis , then click from the following options:
   • Transcribe to: Select the transcription language, then click Save.
   • Move to Trash: Soft delete the voicemail/videomail messages by moving them to the trash folder.
     Note: This option is only available if soft deletion is enabled for voicemails/videomails.
   • Enable/Disable auto-delete: Enable or disable auto-delete.

Use bulk actions

1. Access the Voicemail & Videomail logs.
2. To the left of the entries you want to manage, select the checkboxes.
3. At the top of the page, click from the following options:
   • Move to Trash: Soft delete the voicemail/videomail messages by moving them to the trash folder.
     Note: This option is only available if soft deletion is enabled for voicemails/videomails.
   • Play on client: Play the selected voicemail/videomail recordings on the Zoom Workplace app.
   • Download: Save the voicemail/videomail message (MP3 file).

How to manage Voicemail & Videomail logs in Trash

Items that may have been deleted by users or the retention policy will appear here. You can view the following information about the item's deletion:

• Deletion Date: View the date and time that the recording log was deleted from the Recordings tab.
• Soft-Deleted By: View if the recording log was deleted by users or a retention policy.
• Auto Permanently Delete: View when the recording log will be automatically and permanently deleted.

Manage a Voicemail & Videomail log in Trash

1. Access the Voicemail & Videomail logs.
2. In the top-right corner, click Trash .
3. (Optional) At the top of the page, filter the data.
4. To the right of a voicemail/videomail recording log you want to manage, click the ellipsis , then click from the following options:
   • Recover: Recover and move this voicemail/videomail message from Trash to the Voicemail & Video tab.
   • Delete: Delete the voicemail/videomail message.
     Note: The voicemail/videomail message cannot be recovered once deleted.

Manage multiple Voicemail & Videomail logs in Trash

1. Access the Voicemail & Videomail logs.
2. In the top-right corner, click Trash .
3. (Optional) At the top of the page, filter the data.
4. To the left of the voicemail/videomail recording logs you want to manage, select the checkboxes.
   Note: At the top of the page, to the left of From, select the checkbox to select all recording logs.
5. At the top of the page, click from the following bulk actions:
   • Recover: Recover and move this voicemail/videomail message from Trash to the Voicemail & Video tab.
   • Delete: Delete the voicemail/videomail message.
     Note: The voicemail/videomail message cannot be recovered once deleted.