Live supervision: listen, coach and join
Live supervision starts from an identifiable active call. Choose the mode intentionally and verify the receiving extension before sending a request to the PBX. The controls shown depend on permissions.
Identify the call
Find the agent in Dashboard, Wallboard or Monitor and open the available supervision control for the relevant call. Check queue, extension and visible call context. When an extension has several channels, identify the intended conversation; a generic Busy state is not a substitute for an active channel.
Choose the audio mode
Listen lets the supervisor hear the conversation. Whisper lets the supervisor speak to the agent without addressing the customer. Barge joins the conversation so both parties can hear the supervisor. Check the selected mode and the supervisor extension shown in the control before confirming; these modes have different effects on participants.
Confirm the actual connection
Submit once, read the response and answer the supervisor endpoint when the PBX calls it. A request accepted by the application does not establish that monitoring audio connected successfully. Calls can end or move while the request is processed. If connection fails, recheck the live call and endpoint before retrying; review the operational action log for context.
Choose who can hear your voice
The mode changes the audio relationship with the selected live call. Choose it deliberately before starting the request.
| Indicator or control | How to read and use it |
|---|---|
| Listen | Listen to the conversation without speaking into it. |
| Whisper | Speak to the agent without addressing the customer. |
| Barge | Join the conversation so both parties can hear you. |
Request, answer and finish the supervision call
Identify both ends
Open supervision from the intended active call and check the monitored extension/channel. Confirm the supervisor extension that the PBX must call; it must be your intended receiving phone.
Start and answer
Choose the permitted mode and send the request. Answer the call on the supervisor extension. Request accepted means the PBX accepted the request; it does not establish that the receiving phone answered or that audio is already connected.
Finish and check
End the supervision call on your receiving phone and verify that the monitored operation is complete. If it fails, retain the response and ask the administrator to check permission, channel and PBX configuration instead of repeatedly launching calls.
Example: coaching an agent
For an agreed coaching session, identify the call and begin with Listen. Select Whisper only when the agent needs guidance, and Barge only when participation is appropriate. After the session, discuss the observed interaction with the agent. Use an available recording for later review instead of treating live supervision as a recording function.
Use the controls, understand what changes
Identify the active channel, then select Listen, Whisper or Barge and the receiving supervisor extension. The PBX calls that extension. Request accepted is the command result; answer the phone and verify the audio connection before considering supervision established.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
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