View and Manage a Colleague's Calls

The Extensions panel in the Cloud Voice App lets an authorized user see, at a glance, which colleagues are ringing or already talking, identify the other party by name and number, and act on those calls in a couple of clicks. This is useful at a front desk or for a team lead: you can clear a stuck call, catch a ringing phone for someone who stepped away, or route a call for a colleague without walking over to their desk. This page explains how to watch and manage a colleague’s calls.

Before you begin

Confirm the following before you try to manage another extension’s calls:

• Your Cloud Voice system is running version 84.16.0.25 or later.
• Your extension has the Allow Call Operations in the Extension Page permission.

Note

The Allow Call Operations in the Extension Page permission is assigned by a system administrator. If you can see colleagues on the Extensions panel but no call status labels or management actions appear, ask your administrator to enable this permission for your extension.

View a colleague’s call activity

1. Sign in to the Cloud Voice App (Web).

2. In the left navigation bar, select Extensions.

   Each colleague’s call state appears next to their extension. A colleague who has started a call or is connected on one is flagged with the icon, and a colleague whose incoming call is still ringing is flagged with the icon.

   

Tip

A colleague with no icon next to their extension is idle (not on a call and not ringing). Use the icons as a quick way to spot who is busy before you try to transfer or route a call to them.

Manage a colleague’s call

On the Extensions panel, click a colleague’s call status label to open the actions available for that call state. The actions you see depend on whether the colleague is placing a call, connected, or ringing.

• Making a call. For a colleague who is placing an outbound call, you can hang up (end) the call.

  

• On a call. For a colleague who is connected, you can:

  • Transfer: send the connected call to another extension or external number.
  • Park: place the call on a shared hold slot that any extension can retrieve later.
  • Monitor: silently listen in on the live conversation.
  • Hang up: end the call for both parties.

  

  Caution

  Hang up ends the colleague’s live call immediately for both parties. There is no undo, so double-check that you have clicked the correct colleague’s status label before you choose it.

  Caution

  Monitor silently joins an active conversation so you can listen without the parties hearing you. Listening to or recording calls without consent may be restricted by local law and your company’s policy. Confirm you are allowed to monitor before you use it.

• Ringing. For a colleague who has an incoming call ringing, you can:

  • Redirect: send the still-ringing call to a different destination (such as another extension or voicemail) before it is answered.
  • Pick up: answer the colleague’s ringing call from your own device.
  • Hang up: stop the call from ringing (the caller is disconnected).

  

  Tip

  Pick up is handy when a colleague has stepped away from their desk: answering from your own device stops the caller from rolling to voicemail.