Using call monitoring

Note: Call monitoring is not enabled by default. Admins enable call monitoring and then add groups that can use monitoring features.

If granted permission by your Zoom Phone admin, you can use these call monitoring features on other phone users, common area phones, call queues, shared line groups, and call delegation.

The following scenarios illustrate possible use cases:

Requirements for using call monitoring

For monitoring phone users:

For using conference barge on shared line group members:

For monitoring call queues or shared line groups:

Limitations of call monitoring

Take note of these limitations when using call monitoring:

Table of Contents

Call monitoring features

Call monitoring consists of these features:

How to use call monitoring

If your admin assigned you as a monitor with call monitoring privileges, you can listen, whisper, barge, or take over calls. You admin has control over which monitoring privileges you can use.

Note: If the admin enabled call monitoring for a call queue or shared line group, you can only monitor calls if the phone user being monitored made or received the call using the call queue's or shared line group's extension or direct numbers.

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the Lines tab.
    In the MONITORING section, you will see a list of the phone users that you can monitor. When a phone is on a call, you will see their call status change along with the call length.
  4. Follow one of these options depending on the call monitoring feature you want to use:

Note: You can switch between call monitoring features when using listen, whisper, or barge. When you take over a call, you can't switch back to a different call monitoring feature.

Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the Lines tab.
    In the MONITORING section, you will see a list of the phone users that you can monitor. When a phone is on a call, you will see their call status change along with the call length.
  4. Follow one of these options depending on the call monitoring feature you want to use:
    • Listen: Tap the listen button .
    • Whisper: Tap the whisper button .
    • Barge: Tap the more button then tap the barge button . The barge button is also used for conference barge.
      Alternatively, if you're already listening or whispering on a call, tap Barge using the in-call controls.
    • Take over: Tap the more button then tap the take over button .
      Alternatively, if you're already listening or whispering on a call, tap Takeover using the in-call controls.

Note: You can switch between call monitoring features when using listen, whisper, or barge. When you take over a call, you cannot switch back to a different call monitoring feature.

Desk phone

Notes:

  1. Go to your phone's home screen.
    On the line key list, you will see the phone users that you can monitor. When a phone is on a call, you will see an in-call status, usually indicated by a red icon or solid red indicator light.
  2. Press and hold the line key associated with the phone user you can monitor.
  3. Press one of these options depending on the call monitoring feature you want to use:
    • Listen: Press Monitor.
    • Whisper: Press Whisper.
    • Barge: Press Barge In.
    • Take over: Press Take over. On some Yealink devices, press More then Take over.

Note: You can switch between call monitoring features when using listen, whisper, or barge. When you take over a call, you can't switch back to a different call monitoring feature.

DTMF codes

You can also use call monitoring features by dialing and calling DTMF codes. You can use these codes on the desktop app, mobile app, or desk phone.

How to use call monitoring for call queues

If your admin assigned you as a monitor for the call queue, you can listen, whisper, barge, or take over calls made or received by call queue members.

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the Lines tab.
    • In the MONITORING section, you will see a list of call queues you can monitor.
    • When a member makes a call using the call queue's direct number or receives a call routed through the call queue, you will see the notification message below the call queue name.
    • The notification will indicate the number of members in a call that you can monitor.
  4. Click the call queue name to view a list of members on calls you can monitor.
  5. Use a call monitoring feature.
Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the Lines tab.
    • In the MONITORING section, you will see a list of call queues you can monitor.
    • When a member makes a call using the call queue's direct number or receives a call routed through the call queue, you will see the notification message below the call queue name.
    • The notification will indicate the number of members in a call that you can monitor.
  4. Tap the call queue name to view a list of members on calls you can monitor.
  5. Use a call monitoring feature.