The following scenarios illustrate possible use cases:
Front desk receptionist: If there is a high-priority call for an employee who is busy on another call, the receptionist can barge in and inform the employee of the important call.
Call center supervisor: Supervisors can silently observe an agent's call with a customer to ensure high-quality service, then barge into calls to assist.
Group trainer: A group trainer can listen to an agent's call with a customer and then whisper to the agent to provide advice on handling the customer.
Requirements for using call monitoring
Zoom Phone license (required for the monitor and phone users being monitored)
Take note of these limitations when using call monitoring:
For each call that can be monitored, only one monitor can actively use a call monitoring feature on that call. For example, if a monitor is already listening to a call, another monitor can't listen to the same call.
If you attempt to monitor a call that's on hold, you will be placed on hold and hear the hold music.
You can only use call monitoring on a phone user when they are in call or the call is on hold. You can't use call monitoring when the phone user is ringing a number.
If you answer an incoming call while you're using a call monitoring feature, the call monitoring will end.
If you can monitor a call queue or shared line group, this only includes calls where a member makes or receives a call using the call queue's or shared line group's extension or direct number . This doesn't include direct personal calls made or received by the member.
If you can monitor a phone user, this only includes calls where the phone user makes or receives a call using their extension or direct number.
Listen: Listen to a call without the parties being aware.
Whisper: Speak to a phone user in a call without other parties being aware.
Barge: Join a call and speak to all parties. The call will become a 3-way call.
Take over: Take over the call from a Zoom Phone user.
Conference Barge: Take over a shared line group call. This allows multiple members to barge into a call that is received by the shared line group, regardless of who answered the call. Up to 10 total members can join the call.
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.
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.