Desktop & web

Monitoring calls for other extensions in the app desktop and web

Last updated on February 14, 2022

Table of contents

The Head-Up Display (HUD) in the app allows you to monitor all user extension calls in your call monitoring groups. Call monitoring lets you see user extensions in real-time, whether they are available or engaged in a call. You can also observe and even take over calls. Call monitoring groups are disabled by default and must be set up. To learn more about setting up call monitoring groups, click here.
Note: If a user is added as a delegate or has delegates in a call monitoring group, they can’t be added to the monitoring group as users to be monitored.

Monitoring calls

  1. Navigate to Phone via the left-hand navigation bar.
  2. Click Extensions.
  3. Hover over the extension you want to monitor, then click Monitor active call.
Note: The user extension and caller will not be notified if you begin monitoring their call.

Monitoring call features

  • Mute: Click to mute/unmute yourself.
  • Keypad: Click to open the dialer. 
  • Audio: Click to turn off/on the audio of the call.
  • Whisper: Click to talk to the user extension you’re monitoring. The other person on the line will not be able to hear you, just the person you’re monitoring.
  • Barge: Click to enter the call with the person you’re monitoring and who they’re speaking to.
  • Take over: Click to take over the call. Note: This will drop the person you’re monitoring from the call.
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