Call Monitoring lets you monitor a current call on any extension or line without call interruption or intervention.
Call Monitoring has three modes:
As a customer service or sales manager, your team receives a high volume of calls. Feel free to monitor any representative without interference, feed your representative valuable information during the call, or join the conversation as a third party. This feature is especially useful for training purposes and quality assurance. Calls can also be recorded. See call recording.
Yes. While monitoring a call session, the monitor may switch between the spy, whisper, or barge mode as desired.
Only administrators have permission to monitor by default, although any user or group of users can be given permission.