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🎧 Call Monitoring (Listen-In Feature)

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The Call Monitoring feature allows authorized supervisors or managers to silently monitor active calls in real-time for training or compliance purposes.

✅ Feature must be enabled on your account
🔒 Password protection may apply — contact Support if access is needed

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🚀 How to Start Listening to a Call #

Simply dial the listen-in code followed by the extension number you want to monitor:

 
*33 + Extension

Example:
To listen to extension 104
→ Dial: *33 104

Once connected, you will silently join the call.

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🎤 In-Call Whisper / Barge Options #

While listening, you may use the controls below:

Key Action Description
0 Resume Silent Monitor Return to listen-only mode (default)
2 Whisper to Agent Only the agent hears you (coach mode)
1 Whisper to Caller Only the external caller hears you
3 Barge-In Join as a full 3-way conversation

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✅ Permissions Required #

Only authorized supervisors or admin-assigned monitors can use this feature. If you receive an error when dialing, please contact your system administrator.

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⚠️ Compliance Notice #

When using call monitoring:

  • Follow local recording and privacy compliance rules

  • Some jurisdictions require notifying all parties

  • Keep this feature restricted to authorized personnel

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