Important notes
Call Monitoring is enabled by default for Admins and Managers that have a phone licence active.
Admins that have view-only access will need a phone licence to monitor calls. Contact your Account Manager if you need a licence.
If you’d like regular users to have access, contact your Account Manager to enable it.
How to monitor a live call
Go to Home to open the Dashboard
Find the teammate who is on a call (they will show as Amber / busy)
Click the call monitoring icon next to their status
You’ll see 3 options:
Listen — hear both sides of the live call
Whisper — speak privately to your teammate (the external contact can’t hear you)
Join (Barge) — join the call as an active participant
Select Listen, Whisper, or Join
The dialler will open and your session will begin
To exit, click the red end button.
✅ Your monitoring session ends automatically if either of the original call participants hangs up.