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The Live Calls tab shows all calls happening right now in your organization. It updates automatically every 3 seconds.

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View live calls

Go to Calls in the sidebar, then click the Live Calls tab. You will see a badge showing how many calls are currently active. Each live call shows:

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Supervisor monitoring

Supervisors can listen to calls in three different modes:

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Spy (Listen)

You hear both the caller and the agent, but neither of them knows you are listening.
  1. Click the three-dot menu on a live call
  2. Click Monitor (Listen)
  3. Enter your extension number in the dialog
  4. Click Start
A “Monitored” badge appears on the call row.

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Whisper (Coach)

You can speak to the agent only. The caller cannot hear you. Use this to coach an agent during a difficult call.
  1. Click the three-dot menu on a live call
  2. Click Whisper (Coach Agent)
  3. Enter your extension number
  4. Click Start

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Barge (Join call)

You join the call as a third participant. Both the caller and the agent can hear you.
  1. Click the three-dot menu on a live call
  2. Click Barge (Join Call)
  3. Enter your extension number
  4. Click Start

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Stop monitoring

Click the three-dot menu on a monitored call and select Stop Monitoring to disconnect from the call without affecting it.

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Transfer a call

While a call is active, you can transfer it to another destination:
1

Click the transfer button

Click the transfer icon (two arrows) on the live call row.
2

Choose the destination type

Select Extension, Queue, or External Number.
3

Select or enter the destination

  • For extensions: Search by name or extension number
  • For queues: Select from the list
  • For external: Enter the phone number
4

Click Transfer

The call is transferred immediately.

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Hang up a call

To end an active call:
  1. Click the three-dot menu on the call
  2. Click Hangup
  3. The call is disconnected
Hanging up a call disconnects both parties immediately. Use this carefully.

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Phonebook

Click the Phonebook button (book icon) in the Live Calls toolbar to manage a quick-reference contact list. You can add names and phone numbers for easy transfer lookups.