Call Monitoring

Call Monitoring enables managers to provide training on customer service calls. Call Monitoring includes three different modes including listen, whisper, and barge. Telzio provides Call Monitoring features as part of your service at no extra cost. 

In this article, you’ll learn how to activate the Call Monitoring feature for Users and how to listen in on calls, whisper on calls, and barge into calls. 


Enable Call Monitoring

In order for a manager to monitor calls, you will need to add it to their User Permissions.

  1. Navigate to the Users page from your Telzio Dashboard
  2. Select the User you want to give Call Monitoring capabilities
  3. Under Permissions, select Call Monitoring

How to Monitor Calls

To start monitoring an active call, dial 000 + the extension of the agent you wish to monitor. 

From here you have three modes: 

  • Listen - no one on the call can hear you
  • Whisper - only the agent can hear you
  • Barge - both customer and agent can hear you

Once your call is connected, you'll automatically be in listen mode.

Use your keypad to toggle between the different call monitoring modes: 

  • Press 4 to Listen
  • Press 5 to Whisper
  • Press 6 to Barge

You can switch between the different modes by pressing the corresponding key at any time during the call.