Monitoring, Taking, and Calling Back Queue Calls

Introduction

The Call Queue Reports dashboard gives supervisors three live actions on queue calls. You can monitor an agent’s active call (listen, whisper, or join), take a waiting caller onto your own phone, and call back a caller who abandoned the queue. Each action rings your registered number and connects you through the switch.

These actions are for supervisors working from the dashboard. They all require you to have a registered number, and you cannot start a monitor session while you are already on a call.

Key Benefits

• Silent monitoring so you can listen to a live call without either party hearing you.
• Whisper coaching to speak privately to the agent while the customer cannot hear you.
• Join (barge-in) to enter a call fully when everyone should hear you.
• Take call to answer a caller who is still waiting in the queue.
• Call back abandoned callers, with a history so the same person is not called repeatedly.

Where to Find These Actions

All three actions live inside the Call Queue Reports dashboard.

• Monitor — on an agent’s row in the queue detail, shown only while that agent is on a live call.
• Take call — on a waiting caller’s row in the Live calls section of the queue detail.
• Call back — on abandoned rows in the call log, and in the Call details panel for abandoned calls.

How to Monitor a Live Call

Monitoring attaches you to an agent’s in-progress call. The switch calls your registered number back and connects you automatically.

1. In the queue detail, find an agent who is on a live call. Three monitor buttons appear on that agent’s row.
2. Select a mode: Listen, Whisper, or Join.
3. Your phone answers the monitor call automatically. You do not need to accept it.
4. While connected, use the on-screen mode buttons to switch between Listen, Whisper, and Join at any time.

You must have a registered number to monitor. If you have none, you see You need a registered number to monitor a call. You also cannot monitor while on another call; the buttons are disabled and the tooltip reads Finish your current call to monitor.

What each mode does

• Listen — silently monitor the live call. Neither agent nor customer can hear you. Your microphone stays muted.
• Whisper — speak privately to the agent. The customer cannot hear you. Your microphone is open.
• Join — enter the call fully. Everyone can hear you (barge-in). Your microphone is open.

Switching to Listen mutes your microphone. Switching to Whisper or Join opens it. If a switch fails, you see Could not switch monitoring mode.

How to Take a Waiting Call

Take call answers a caller who is still waiting in the queue, connecting them to your registered number.

1. In the queue detail, open the Live calls section for a queue that has callers waiting.
2. On a waiting caller’s row, select Take call. The button shows Connecting… while it works.
3. Your phone answers automatically and you are connected to the caller as a normal two-way call.

You must have a registered number. Without one you see You need a registered number to pick up a call. On success you see Connecting you to the call…; on failure, Could not pick up that call.

How to Call Back an Abandoned Caller

Call back dials a caller who left the queue before being answered. The call is placed from the switch, and your phone answers automatically so you are on the line as the customer is dialed. Your phone shows the customer’s number for the callback.

1. Open the call log and select the Abandoned filter, or open an abandoned call’s Call details panel.
2. Hover the Call back icon on a log row to see that caller’s Callback history before dialing.
3. Select Call back. In the Call details panel the button reads ☎ Call back and shows Calling… while it works.
4. Your phone answers automatically, then the customer is dialed.

You must have a registered number. Without one you see You need a registered number to call back. On success you see Calling the customer back…; on failure, Could not call that number back. In the Call details panel, if there is no caller number you see No customer number to call back.

Callback history

Hovering the log-row Call back icon shows recent attempts for that caller’s number, so you can avoid dialing the same person twice. The popover shows up to 10 recent attempts with three columns:

• Time — when the callback was started.
• Status — answered when the call connected, the raw status otherwise, or in progress if it has not finished.
• Agent — the number that placed the callback.

History is per caller number, and shows only attempts within your own account. While it loads you see Loading…; if there are none, No previous callbacks.

Settings Reference Table

Requirements and Constraints

• You must have an active registered number for all three actions.
• You cannot start monitoring while you are on another call.
• Monitoring requires a call that is currently connected to an agent.
• Take call requires a caller who is still waiting in one of your own queues.
• Call back requires a call that abandoned one of your own queues. Abandoned calls are eligible for callback for up to 30 days.
• All three actions only work on queues and numbers that belong to your account.

Troubleshooting

• “You need a registered number…”: you have no active registered number. Register or activate a number, then retry.
• Monitor buttons are missing: they only appear while the agent is on a live call, and only for today’s data.
• Monitor buttons are disabled (“Finish your current call to monitor”): you are already on a call. End it first.
• “That call is not in progress.” (monitor): the call has ended or is no longer connected to an agent.
• “That call is not waiting in a queue.” (take call): the caller already left the queue (answered, abandoned, timed out, or transferred).
• “That call is no longer live.” (take call): the caller’s channel has already ended.
• “That call was not an abandoned queue call.” (call back): the selected call did not abandon the queue.
• “Not your number.” / “That call is not on your account.”: the number or queue does not belong to your account.
• “Could not reach the switch.” or similar switch errors: a temporary problem contacting the phone system. Retry shortly.

FAQs

• Will the agent or customer know I’m listening? No. In Listen mode neither can hear you, and your microphone stays muted.
• Can I change modes mid-call? Yes. Use the on-screen Listen, Whisper, and Join buttons while connected.
• Do I have to answer the monitor or callback on my phone? No. The switch answers your leg automatically, and it bypasses Do Not Disturb because you started the action.
• What number does the customer see on a callback? On your own phone the callback shows the customer’s number so you know who you’re calling.
• How far back can I call abandoned callers? Abandoned calls are eligible for callback for up to 30 days.

Related Articles

• Using the Call Queue Reports Dashboard
• Registering a Number to Your Softphone
• Configuring Call Queues