How can I listen in to other peoples ongoing calls?
The silent monitor feature allows you to join a live call. This can be used for training, medical students, additional input when required or just to listen to known difficult callers
To have Silent Monitoring added to your service please raise a ticket via the Support Portal or call the Support Team directly
When silent monitoring is in place you will see an extra icon next to the live call in the User Console
Step by step guide
Click on the Silent Monitoring call icon in the User Console call list
Clicking this icon will cause the telephone you are logged into to start ringing, when you answer you will join the call
Once on the call you have a number of options depending on whether you want to just listen or participate;
Speak to the internal participant - Press 1
Speak to the external participant - Press 2
Speak to both participants - Press 3
Return to Silent Monitor - Press 4
To end your part in the call just hang up