Call Monitoring Overview

Call monitoring feature allows you to listen in on employee calls without interference or joining in the conversation as a third party. It helps you check on the quality of teams' sales calls, learn more about customer reactions and insights, and gain a better view for coaching and training the team.

Modes of call monitoring

Yeastar P-Series Software Edition supports the following monitoring modes:
Listen mode
Listen mode allows the authorized user to listen in on a call in real time, but can NOT talk with either party.
This mode is often used for supervisor to track the daily actions of sales representatives and evaluate their performance on the sales process.

Whisper mode
Whisper mode allows the authorized user to listen in on a call in real time, and directly talk with the monitored extension without being heard by the other party.
This mode is often used for supervisor to coach remote sales representatives and train them as they work on a sales call.
Barge-in mode
Barge-in mode allows the authorized user to listen in on a call in real time, and talk with both parties.
This mode is often used for supervisor to help sales representatives handle a difficult objection and move deals forward.

Methods of call monitoring

An authorized user can listen in on a call in the following ways:
Operator Panel
For users who have access to Operator Panel, you can assign the permission of call monitoring operations to them. In this way, the authorized users can listen in on an active call using any one of the three monitoring modes when they are working on Operator Panel.
To assign the permission of call monitoring operations on Operator Panel, see View or Change Permissions for Group Members.
To listen in on a call on Operator Panel, see Monitor a Call.
Queue Panel
For queue managers who have access to Queue Panel, you can assign the permission of call monitoring operations to them. In this way, the queue managers can listen in on an active call using any one of the three monitoring modes when they are working on Queue Panel.
To assign the permission of call monitoring operations on Queue Panel, see Grant Queue Panel Permissions.
To listen in on a call on Queue Panel, see Monitor a Call.
Dial 'Feature Code + Extension Number'
For users who only have phones on hand, you can configure feature codes for each call monitoring mode, then assign permission to specific users. In this way, the authorized users can listen in on an active call using the specified monitoring mode by dialing Feature Code + Extension Number on their phones.
To configure the feature code and assign the permission of call monitoring operations, see Allow Users to Monitor a Call by Dialing a Feature Code.