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
When silent monitoring is in place you will see an extra icon next to the live call in the User Console
Via the Phonebar
For Standard Users
Silent Monitoring is available for Standard Users via the Phonebar by Invite only
To invite a colleague to listen into a call, click the Silent Monitor icon in the Phonebar
Once clicked, a colleagues list will open. Select the member of staff you want to invite, and click the icon next to their name
You will be asked to confirm that you wish to proceed. Click Send Invite to continue
The recipient will then receive an invitation via their Phonebar. They will need to click the green tick to accept, or the red cross to reject
Once they have accepted, they will be able to hear the conversation between the two original participants. If they wish to speak to either of them, they can unmute themselves via the microphone icons
Once they have accepted your invitation, you will be notified via a popup on your Phonebar
For Supervisors
Supervisors can listen to any active call via the Phonebar, regardless of invitation
When a colleague is on an active call, click on the headset icon to join. The participants will not be notified that you have done this
Your Phonebar will then display that you are monitoring the call. To speak to either participant, simply click the unmute icon
Via the User Console
To have Silent Monitoring added to your service for the User Console, please raise a ticket via the Support Portal or call the Support Team directly
To begin, locate the active call in the User Console call list and click on the Silent Monitoring call icon
Clicking this icon will cause the telephone you are logged into to start ringing. To join the call, you will need to pick this up
Once you are on the call you have a number of options, depending on whether you want to just listen to the conversation or participate in it
To speak to the internal participant, press 1
To speak to the external participant, press 2
to speak to both participants, press 3
To return to Silent Monitoring, press 4
When you are ready to end your part in the call, simply hang up
Please note: Silent Monitoring via the User Console is only accessible to Supervisor level Users