Monitor live calls on Phoneware Edge

Supervisors can coach agents on live calls three ways:

• Listen (monitor), hear the call without either party knowing.
• Whisper, speak only to your agent, the caller can’t hear you.
• Barge, join the call so everyone can hear you.

These are used from the Call Queues / agent view in the Manage area, or with the supervisor feature codes, on calls you’re permitted to monitor. Live monitoring has to be enabled and permissioned first, contact Phoneware to set up supervisor access for your team.