Monitor: inspect extensions and calls
Use Monitor to find an extension, understand its current state and inspect visible calls. Queue membership, device availability and call activity provide different pieces of information; read them together.
Find and organize extensions
Choose a group, search by name or extension and combine state filters. Clear filters removes the search and state selection while retaining the chosen group. Set results per page when many extensions are present. Switch between Cards, Two levels and Columns according to the detail you need.
Save your order
Select Personal order to rearrange cards; name and extension ordering remain available. Personal choices do not expand the administrator’s visibility permissions.
Distinguish states and calls
Read device state and queue pauses separately. Busy is not equivalent to Do Not Disturb, and a busy indication alone does not prove that a usable call channel exists. When a call is displayed, inspect its identified type and endpoint. Its elapsed timer follows the channel lifecycle, including ringing, rather than conversation time alone.
Verify before supervision
Check the extension and the specific active call before opening a supervision control. Multiple calls can exist for one extension. Privacy settings may hide names or numbers without removing the call itself. If the expected control is absent, check permissions and current call availability instead of treating it as a monitoring failure.
Find the correct group and personalize the view
Three settings work together. Operational views defines the shared organization and display names. Account permissions control pages and actions; its live resource scopes limit visible resources. Preferences adapts the authorized view to your work. Personal settings do not grant additional access.
Check the selected group
Select the expected section or group and clear any active display or state filters. Compare the visible items with another authorized view before reporting a missing resource.
Adjust your preferences
Open Preferences for your account and use the relevant display options. Save and return to the workspace to check the result. Ask the administrator about group membership, shared aliases or permissions that you cannot change.
Choose layout, sorting and personal order
Select the group and use search or state filters to narrow the extensions. Cards, Two levels and Columns serve different screen densities; changing layout does not change extension permissions. In Cards choose Personal order in Sort by, then drag the handle beside the name. In Two levels and Columns use their selector or sortable headings: the card order remains separate.
For a busy extension, inspect the associated channel or call information before deciding that supervision is possible. Busy status alone is not proof of an active conversation; ringing, pause and Do Not Disturb are separate signals. A displayed call timer can include the ringing phase. Confirm the target channel before opening Listen, Whisper or Barge.
Example: an apparently unavailable agent
Search the extension, remove state filters and inspect its group, device and queue pauses. An agent paused in Support may still handle another queue. Compare registration details in Status if connectivity is in doubt, and confirm the operational situation with the team before changing queue participation.
Use the controls, understand what changes
Card dragging requires Cards layout and Personal order in the sorting selector. Use the handle beside the extension name. Two levels and Columns have their own layout and sorting controls; dragging cards does not rewrite those choices or the administrator’s groups.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
An active extension
Read the current caller, call duration and connected device on an extension card.
Two levels
Live extension data above, with expandable queue activity below each operator.
Queue activity columns
Connect extension state with queue memberships and the last completed call.
Every state has a clear signal.
Read the extension’s live states and its queue memberships together. An agent can be on a call and paused in a queue at the same time: the badges keep both pieces of information visible.
The call, the device, the context.
Recognise the device involved in the call, such as Sangoma Desktop or Sangoma Talk on mobile. Read the other participant, extension and elapsed time; in the table views, the call type and queue add context to each conversation, including simultaneous calls.
The timer follows the call channel from its creation, including ringing. Read it alongside the current call state.
Colour brings a long call to your attention.
Personal thresholds in Preferences highlight prolonged ringing and busy time. When an enabled threshold is exceeded, the card or table row turns into a red alert. Set the values that suit your team.
Example: ringing alert above 30 seconds.
Manage availability in each queue
In the queue detail, pause or resume the agent and read the pause reason. Remove a dynamic membership from the selected queue when needed. The controls follow the permissions assigned to your account.
Listen, coach, join in
Open the headset control for an active call and choose Listen, Whisper or Conference among the modes enabled for your account. Support the agent directly from Monitor.
Call the agent with a click
Choose the phone control, enter your Team Leader extension and confirm. Your phone rings first; answer and the PBX connects the call to the selected extension, without dialling its number by hand.
Two levels
Live extension data above, with expandable queue activity below each operator.
Columns
Identity, current calls and queue activity arranged in configurable columns.