Monitor a Call

Call monitoring is the process of monitoring conversations between employees and customers for improving communication and customer service. This topic describes how to monitor a call.


Call monitoring is a way to manage call quality, increase efficiency, improve performance, and develop sales or marketing strategies.

You can monitor your group members' conversations in the following ways:

  • Call listening: Listen to the active call between the group member and customer to ensure that quality standards are met, without the group member or customer knowing.
  • Call barging: Join the call to speak with both the group member and customer, provide immediate assistance, and improve customer satisfaction.
  • Call whispering: Talk to the group member, and give assistance to your group member during an active call, without the customer hearing the discussion.


To monitor your extension group members' calls, Call monitoring operations (Listen, Whisper, Barge In) permission is required.


  1. On the Inbound & Internal Calls panel or Outbound Calls panel, hover your mouse over an active call.
  2. Right click the call, and select a monitor mode: Barge In, Listen, or Whisper.

    The system will place a call to your extension.

  3. Answer the call.