Using the Supervisor Monitoring feature, a supervisor can listen to an inbound or outbound call that is in progress. For more information about the Supervisor Monitoring feature, see Supervisor Monitoring.
To use Supervisor Monitoring, the supervisor must have permission to listen to calls. In the User Access area of the VCC Admin Portal, edit the linked account permissions for the appropriate user and account. In the Supervisor Monitoring list, click yes. For information on editing linked account permissions, see Editing linked account permissions.
Your account must also have call monitoring enabled. Contact support to enable call monitoring.
Supervisors must provide a phone number on which they will listen to calls. For information on setting a supervisor phone number, see Setting your number for supervising calls.