I want to call someone and have a colleague listen in, unannounced. To be used for training new telesales reps and monitoring trainees. The person being called should not know someone else is listening to the call
In the Admin Portal, if you're enabled, you should see Groups on the Left under the Phone System tab. There should be a second menu in there for Call Monitoring. You'd setup your users to monitor and who can be monitored there. When they want to monitor the trainee, just dial *80 and then the extension to monitor. This can be done from a desk phone, soft phone or the mobile app. The Trainee and the other party do not hear you. *81 will allow whisper coaching and *82 will allow barging into the call.
The end users get notification when this feature is turned on or off.
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