How To Listen In and Monitor a Live Phone Call

Teams and Call Shadowing in the RingDNA Comms Hub

Revenue gives Supervisors the ability to listen in on any rep's live calls. Managers can also use the Monitor function to follow a rep's calls stream throughout the day. Both of these features enable Supervisors to monitor their team’s call quality in real-time.




Listening to Calls

In the Intelligent Dialer, click the Team icon to see a list of your reps.



When a rep is on a live call, you will see a Listen button appear under their name, along with the name of the Lead or Contact the rep is talking to.  

When you want to listen to a particular call, click Listen underneath the rep’s name to be conferenced into the call. ringDNA will automatically put users on mute when they're conferenced in so conversation is not disturbed. 


If you wish to contribute to the conversation click Unmute to be heard on the call. This is Revenue's Barging feature. 



Monitoring Calls

From the Team page in the Intelligent Dialer, click Monitor to follow a rep's call stream. Monitoring enables Supervisors to automatically join the monitored agent's calls instead of waiting for calls to come in.


To stop monitoring a rep, click Stop.

 

Supervisor Whisper

For details on the Whisper feature, see Supervisor Whisper

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