Monitoring calls for training, how to

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We want to train a customer support person in another state. We have no soft phones, or voip phones in our system. Access to RC is via cell phones only. When a call comes in to a trainee, we want a supervisor to be able to monitor the call and then break in if necessary to help the trainee. Can we do that without physical phones? If necessary, we would buy physical phones for the supervisor and trainee. What would we need to buy? Thanks.
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william.rush

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Posted 4 weeks ago

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Chris Duquette, Champion

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I would ask RC to provide you guys with an implementation specialist. It sounds like you might need a wide range of setup for your office and staff.

I'm not sure if you can monitor through the mobile app or not. I'm pretty sure you should be able to monitor through the desktop app / softphone. Depending on what service through RC you have the softphone should be included in your service. But the monitoring is setup through the users and will ring the trainee and trainer, at the same time although I dont know if the trainer is able to tell if it is a true call to them directly or a call they should be monitoring. Thats not something I'm all to familiar with.
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Saadet - Community Support, Official Rep

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Hey William! I've followed up with your Account Manager regarding what Chris mentioned :)
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william.rush

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Who is my account manager?
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Hey William, I'll email you their information :)