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Monitor the calls and whisper during a call
Monitor the calls and whisper during a call

Voxloud allows you to hear another one's call and talk to your colleague while he's on a call.

Francesco Pastoressa avatar
Written by Francesco Pastoressa
Updated over a week ago

The calls monitoring and whispering features included in Voxloud allow you to make your team's training even more effective and significantly improve assistance.

What is the call monitoring?

The call monitoring allows you to listen to a call, but without participating and remaining invisible to the interlocutors.

This is a particularly useful function for training, as it allows supervisors to be able to listen to a call live and immediately provide feedback to their team, saving precious time (which would be wasted listening to the recording of the call and thus lengthening the feedback time ).

Privacy

The call monitoring feature is easily managed from the Voxloud Control Panel, from which you can choose the users who can be listened to. This way, the privacy and security of your team will always be guaranteed.

Note: if you also have the call recording function enabled, when using the call whispering feature the voice of the user participating in the call will not be recorded.

What is the call whispering?

The call whispering feature is a particular cloud-based phone system function that allows a third person to address the caller directly and exclusively, without the other interlocutor (for example a customer) being able to hear his voice.

This function is particularly useful in commercial team training sessions or in cases where immediate assistance is required for your team, which you can provide in real time to your collaborator, thus increasing the effectiveness of training and assistance.

The call monitoring and whispering mode in Volxoud

Voxloud has an advanced call monitoring and whispering mode that allows you to both listen to an ongoing call discreetly (without participating) and intervene live by speaking only to your colleague.

During a call, you can choose whether to:

  • Monitor the call: you listen to the conversation passively, without being able to intervene or be noticed.

  • Whisper in the call: talk to your colleague while he is in conversation, without being noticed by the other interlocutor.

How to configure the call monitoring and whispering mode in Voxloud

The call monitoring and whispering feature can be configured from the Control Panel and available from the Desktop App.

To configure it, enter the Control Panel and go to the "Team" section.

Select the user whose monitoring/whispering privileges you want to change, locate "Who can monitor or whisper this user?" and click on the pencil symbol to change user settings.

A window will open with the list of all users of your phone system.

Here you can choose, by selecting the box for each user, who can listen and intervene during the call of the user you are managing.

By selecting the "Allow all company" box, you will allow all users of the phone system to be able to listen to and intervene privately in the calls of the user you are managing.

After selecting the users who have the privilege of listening and speaking for the user in question, click "Save".

How to use the call monitoring and whispering mode in the Desktop App

Note: the call monitoring and whispering mode is available in the Desktop App.

The the call monitoring and whispering feature work sequentially: this means that you will first have to start listening to the call before being able to intervene privately.

In the desktop app, you can choose which ongoing call you can listen to directly from the Dashboard (the main section with the keypad and the users list).

When the user you want to monitor starts a call, the call monitoring and whispering symbol (the icon with the ear symbol) will appear next to his name.

Now, just click on the call monitoring and whispering symbol to "enter" the call in listening only mode (both interlocutors will not notice your presence).

When the call monitoring feature has been activated, you will see the current call screen with the "Monitoring" alert (in blue under the name of the user you are monitoring), with the icon with the ear symbol.

If you wish to whisper privately (therefore speak directly and exclusively to your colleague while he is on the call, without being heard by the third interlocutor), click on the "Whisper" symbol (icon with the ear symbol) placed in the call buttons.

When the whisper feature has been activated, you will see the screen of the ongoing call with the warning "Whispering" (in red under the name of the user you are speaking to privately), with the icon with the person speaking symbol.

When you have finished speaking, to return to listening-only mode, click on the "Monitor" button (icon with the person speaking symbol).

โ€‹Do you need further support?

The Voxloud support team is always by your side.

Contact support at [email protected] or open a chat by clicking the button at the bottom right.

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