📋 Call Monitoring Overview

Call monitoring feature allows you to listen to employee calls without interference, providing real-time observation and insights into calls. This feature can be used for training and quality management.

Modes of Call Monitoring

IZT Cloud Voice supports the following monitoring modes:

Listen Mode

Listen mode allows the authorized user to listen to a call in real time without interacting with either party.

Whisper Mode

Whisper mode allows the authorized user to listen in on a call in real time and speak only to the internal party, not the external.

Barge-in Mode

Barge-in mode allows the authorized user to join a call in real time and speak with both parties.

Methods of Call Monitoring

An authorized user can listen in on a call in the following ways:

Operator Panel

Users with access to the Operator Panel can assign call monitoring permissions accordingly. This way, call monitoring can be analyzed from the panel directly.

Queue Panel

For those with access to the Queue Panel, managers with call monitoring permission can enable monitoring during queue calls.

Dial Feature Code + Extension Number

Users on phones can configure feature codes for each monitoring mode, then assign permissions by entering the call monitoring mode plus extension number.

To configure call monitoring features:

• Listen Mode: Use *52 to enter listen mode.
• Whisper Mode: Use *53 to whisper to the internal party.
• Barge-in Mode: Use *54 to join the conversation and talk to both parties.

For detailed instructions on setting up monitoring permissions, see Allow Users to Monitor a Call by Dialing a Feature Code and Disallow Users to be Monitored by Others.