1. Users with Admin/Manager Permission Levels have the ability to monitor live calls. 
   
   
2. When using Listen in you have the option to silently listen or "whisper" to the User who is on the call.   
   
   
3. Listen in can be used to train new employees, assist Users through difficult conversations, and to monitor conversations.
   

How Do I Use "Listen In"?

1. You may access either the Home or Call Center Tab, depending on your permission level.  Live calls will be displayed in both locations. 
   
1. In the Home Tab, live calls will be under the "Current Active Calls" widget.
   
   
2. In the Call Center Tab, you may access live calls from either the "Call Queues" widget or the "Agents" widget.
   
   
   
   
2. Once you have the call you would like to monitor on your screen, just click the Listen in speaker icon. 
   
   
   
3. An Outbound call will be made to your preferred phone device (set in the Answering Rules of your Extension). 
   
1. It will be designated as "Bridge for Audio Monitoring".  
   
   
   
4. A pop-up window will appear with your two options.  You will choose either Join Call or Whisper. 
   
   
   
5. If you choose Join Call, you will join the call with your Audio muted so that you may listen to the call.  If you should need to speak at any point, you may un-mute so that both parties can hear you. 
6. If you choose Whisper, you will join the call with the ability to speak to the Extension.   Only the Extension/User will hear you, your Audio is muted for your customer.