App no longer says who answered a call queue, just "Accepted by others"

[semenko]

Hi all -- our users are complaining that at least in the latest iOS app version, they can no longer see who accepted a call in a call queue.

We used to see a call was answered by a specific user, like "Accepted by Mike for [Queue]", now it just says "Accepted by others for [Queue Name]".

Is there a way to get the old behavior back, or a setting we can toggle?

Here's what we currently see:

Here was the great behavior earlier:

[mattcav13]

We have the same behavior on our Zoom Phone system

[Jolie]

I came here looking for the same answer.  I am hoping we can see the old behavior with the changing of a setting. 

[c9cg_rob]

I'm glad someone else brought this up.  We noticed this change roughly a week ago.  While there is some nicer detail in the call log reporting, it seems to have affected the call logs in such a way that the system does not initially report where the call actually ended up.  You have to dig deeper in the Detail logs, and, as mentioned here, the "Accepted by others" now shows up in the app.  It's that way in the Windows App and Mobile Apps from what we can tell.

Perhaps there's a way for Zoom to also report where the call actually ended up without having to look at the call detail in the logs so we can get this time saving feature back!

[lstaley]

Yes, please! How can we change this back?

[RyanAckley]

@zoom  Can we get an answer for the above?

[JamalLynch]

Any update on this issue, and if this will be rolled back or a setting to allow users to see this again 

[CarlaA]

Hi Community Members!

Thanks for bringing this to our attention.

After checking in with our support team, we can confirm that Zoom is currently transitioning all users to the new call history layout. Unfortunately, this version does not yet include the ability to display the name of the individual who answered the call.

That said, we are actively looking into the possibility of bringing this feature back in future updates.

In the meantime, there is a workaround available through the admin portal. To view who answered a specific call:

1. Go to Admin > Phone System Management > Logs

2. Find the call in question and click Call Path at the end of the row

3. Under the Event section, select the Shared dropdown

4. You should then see the name of the user who answered the call

We’re always working to improve our services, and your feedback is incredibly valuable in shaping those changes. If you'd like to formally request the return of this feature, please submit your input directly to our team via this link: https://zoom.us/feed

Thanks again for your patience and understanding.

[candice21brown]

Not everyone has access the admin portal. Only our admins have access, and I don't plan on giving anyone else access.

Please go back to the other way. 

[candice21brown]

We are having the same issue. 

[candice21brown]

There is a solution for this. File a support ticket for them to disable the New User Call History feature. Once this has been completed it will revert back. I have already tested it and it's working again. I hope this helps. 

[semenko · Accepted solution]

Thanks! This worked -- we created a support ticket to disable the "New User Call History feature" and our users apps work again.

[gpieroni]

Just wanted to chime in that this worked for us as well. Unless I missed it, it would have been nice if this change in functionality was included in the release notes or something.