How to Use Live Call Monitor

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

  1. Log in to your VanillaSoft VoIP portal.
    Log_In_to_CMV.jpg
  2. Select Administration from the left-hand pane.
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  3. Open the Administrative section.
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  4. Check the Supervisor checkbox for each User that requires the ability to listen to calls.
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  5. Check the Monitorable checkbox for each User you would like to be able to listen to.
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  6. Once done, click Save Update.
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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

  1. Log in to your VanillaSoft VoIP portal.
    Log_In_to_CMV.jpg
  2. Select HUD from the left-hand pane.
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  3. Choose either HUD Grid or HUD Table depending on your personal preference.
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  4. Select the ear icon in the Actions column for the call you wish to monitor.
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    • Note: An User must be on a call to see this icon
  5. 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

  1. Call *97+[User's extension] from VS Connect.
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    • Note: an extension could be a User's full DID.
  2. 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.

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