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Join a live call in one of three ways: silently, coaching your agent only, or joining the conversation for both parties to hear.
Silently monitoring a call might be regulated or require disclosure to one or both parties in your jurisdiction. Get2Dial gives you the mechanism; whether and how you’re required to disclose monitoring is your own legal determination — consult your legal counsel before using this on real customer calls.

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Before you start

  • You need a supervisor or admin role, and your own account needs a SIP extension set up to monitor from — see Invite users.

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Steps

1

Open the live-calls view

In the left navigation, select Supervisor.
2

Find the call

Find the call you want in the live-calls table.
3

Choose how to join

In the Monitor column, select Listen to hear the call silently — available any time. Select Whisper to speak to your agent without the caller hearing you, or Barge to join so both parties hear you — both are available only once the call is actively connected.

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Verify

Your own phone rings and connects you into the call in the mode you chose. Listen produces no audio from you to either party; Whisper is heard by the agent only; Barge is heard by both.

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Common problems

  • Whisper or Barge is disabled. The call isn’t in an actively connected state yet — wait until it is, or use Listen instead.
  • Nothing happens when you select Listen. Confirm your own account has a SIP extension configured — see Invite users.

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Next steps

Use the wallboard

Call recordings