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Home Account Recovery How do i monitor a call?

How do i monitor a call?

Feb 27, 2026 2 mins read 22 views

Monitor calls

Use your phone to listen to a call in progress on a specified line without call interruption or intervention unless it’s needed.

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Attention: If you are using our Contact Center product, see Manage agents to learn how to listen to or watch your agents conversations (depending on the communication channel being used) right from the Supervisor Dashboard.
Before you begin: The call monitoring permission must be enabled in the user's settings. You can adjust the call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
You cannot monitor lines assigned to multiple physical phones (this does not apply to the GoTo app).

  1. Dial *17 from your desk phone or desktop app and then enter the extension you would like to monitor.

    Tip: For the mobile app, enter *17 followed by the extension number on the dial pad before dialing.

    Result: You will hear a beep, indicating that call monitoring is in progress.

    Troubleshooting: If you are using someone else’s phone that does not have monitoring permissions, you will be asked to authenticate by entering your dialable username (given to you by a system admin) and password (default 0000). This password is separate from your voicemail password and can be changed by dialing *19 if needed.

  2. During the call, dial any of the following options at anytime to switch between monitoring modes:
    • 4: (Listen mode, default) Allows you to silently enter the conversation, neither the agent or caller are notified of your presence
    • 5: (Whisper mode) Allows you to speak to the agent while remaining silent/invisible to the caller
    • 6: (Barge mode) Allows you to actively join the conversation as a third party
What to do next: To stop monitoring calls, hang up.

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