When using a VanillaSoft VoIP line, you have the option to use Live Call Monitor. After configuring a User's permission, that User can use the Live Call Monitor tool from their online HUD interface or directly through their VS Connect softphone. Live Call Monitoring functions include:
- Eavesdrop - Live Monitoring; Listen to both sides of a conversation.
- Whisper - Listen to both sides and allow you to talk to the agent or the client or both.
- Barge - Enter the call as a 3rd party allowing you to talk to both.
Jump to a specific area of this article by selecting one of the sections here:
Allow User Access to Live Call Monitor
- Log in to your VanillaSoft VoIP portal.
- Select Administration from the left-hand pane.
- Open the Administrative section.
- Check the Supervisor checkbox for each User that requires the ability to listen to calls.
- Check the Monitorable checkbox for each User you would like to be able to listen to.
- Once done, click Save Update.
Note: If you haven’t registered for the new VoIP portal, follow the Registering for the New VoIP Portal article to get signed in.
Use VoIP HUD to Monitor
- Log in to your VanillaSoft VoIP portal.
- Select HUD from the left-hand pane.
- Choose either HUD Grid or HUD Table depending on your personal preference.
- Select the ear icon in the Actions column for the call you wish to monitor.
- Note: An User must be on a call to see this icon
- Your phone will ring, and once you answer you have the option to select the following:
- 0 to listen-only.
- 1 to talk to just the client.
- 2 to talk to just the agent.
- 3 to talk to both client and agent.
Note: If you haven’t registered for the new VoIP portal, follow the Registering for the New VoIP Portal article to get signed in.
Use VS Connect to Monitor
- Call *97+[User's extension] from VS Connect.
- Note: an extension could be a User's full DID.
- When the call connects, dial one of the following:
- 0 to listen-only.
- 1 to talk to just the client.
- 2 to talk to just the agent.
- 3 to talk to both client and agent.