Supervisor call monitoring on Phoneware Edge

Phoneware Edge lets a Call Center Supervisor (or higher scope) monitor a live call in three ways:

• Listen — you hear both sides of the call. Neither party can hear you.
• Whisper — you can speak to the agent only. The outside caller cannot hear you. Use this to coach an agent in real time.
• Join Call (Barge) — you join the call as a third party. Both the agent and the caller can hear you.

The default when you start monitoring is always Listen. You switch to Whisper or Join Call from there — you cannot jump straight to Whisper or Join Call without first starting a Listen session.

Two methods are available: feature codes from a device or softphone, and the speaker icon in the Manager Portal. Use whichever is more convenient — both work on the same call and can be mixed.

Requirements

Before monitoring a call, confirm the following:

• Your user scope is Call Center Supervisor or higher.
• Your scope is higher than the agent’s. A Supervisor cannot monitor another Supervisor, and no one can monitor a Super User.
• You have at least one registered device (desk phone, WebPhone, or SNAPmobile) to receive the monitoring call.
• Whisper only works when the agent (on-net) is talking to an outside caller (off-net). Two internal users on a call cannot be whispered to.

Feature	Requires agent to be off-net?	Minimum scope to use
Listen	No	Call Center Supervisor
Whisper	Yes — on-net agent talking to an off-net (outside) caller	Call Center Supervisor
Join Call / Barge	No	Call Center Supervisor

Method 1 — Feature codes (device or softphone)

Use this method when you are already on your desk phone or softphone and want to monitor a call without opening the Manager Portal.

Administrator note: The 007 monitoring prefix and the *78 / *77 / *79 star codes below are not native to Phoneware Edge. They must be added to the customer’s Dial Plan (Admin UI → Dial Planning → Dial Rules) before any user can dial them. If these codes have not been configured for a given domain, use Method 2 (Manager Portal) instead.

Example: monitoring extension 2003

1. From your device, dial 007 followed by the extension you want to monitor:
   • Dial: 007 2003
   • You will hear a short confirmation tone or message, and then you will be listening to 2003’s live conversation. Neither party can hear you.
2. To coach the agent without the outside caller hearing you, dial the Whisper code while still on the monitoring call:
   • Dial: *78
   • You can now speak to the agent. The outside caller cannot hear you.
3. To leave Whisper and return to silent monitoring, dial:
   • Dial: *77
4. To join the call so both the agent and the caller can hear you, dial:
   • Dial: *79

These codes toggle in place — you do not need to hang up and redial 007 to switch between Listen, Whisper, and Join Call. Simply dial the code for the mode you want while still connected.

Quick reference — feature codes

Action	Dial	Result
Start Monitor	007 + extension (e.g. 007 2003)	Connects you silently. You hear both sides of the call; neither party hears you.
Switch to Whisper	*78	You can now speak to the agent only. The outside caller cannot hear you.
Switch back to Monitor	*77	Turns off Whisper. You return to listen-only.
Join Call / Barge	*79	You join the call as a third party. Both the agent and the caller can hear you.

Method 2 — Manager Portal

Use this method when you are working from the Manager Portal and want to monitor without dialing a code.

Starting a session

1. From Home, find the call under Current Active Calls and click the speaker icon to the right of the call — or — go to Call Center, find the user in the Agents panel (bottom right), and click the speaker icon to the right of their active call.
2. Edge calls your extension. Answer from any of your registered devices — desk phone, WebPhone, or SNAPmobile.
3. Once connected, the Manager Portal shows controls to Join Call or Whisper.

Control	Effect
Whisper	The user you are monitoring can hear you. The outside caller cannot.
Join Call	You are joined into the conversation and can converse with both parties.

Ending a session

To end the monitoring session, simply disconnect from the call the same way you would hang up any other call.

Note: Monitoring sessions are only persistent for one call. If the agent hangs up and takes a new call, or the call transfers, you will need to start a new monitoring session.

How portal monitoring works

Portal monitoring runs through a conference bridge. When you click the speaker icon, the system calls one of your registered devices so you can listen in. In Call History, this shows up as a call from “Bridge for Audio Monitoring.”

Troubleshooting

Portal monitoring doesn’t ring you Check your own answering rules under Users → [your extension] → Answering Rules. If a Busy rule forwards to voicemail, clicking the speaker icon marks your status active immediately, and the system’s callback to you goes straight to voicemail instead of ringing your device. Remove or adjust that Busy forwarding rule, or use the feature-code method instead, which does not have this issue.

Feature code doesn’t connect

• Confirm the 007 prefix and star codes have been added to this customer’s Dial Plan — see the administrator note above.
• Confirm your scope is Call Center Supervisor or higher and is above the agent’s scope.
• Confirm the extension you dialed (007 + extension) is currently on an active call.
• Confirm you have at least one registered device.

Whisper option isn’t available Whisper only applies when the agent is talking to an outside (off-net) caller. If both parties on the call are internal extensions, only Listen and Join Call are available.

Summary

• Listen is the default. Dial 007 + extension from a device (once configured in the Dial Plan), or click the speaker icon in the Manager Portal.
• From a device: dial *78 to Whisper, *77 to return to Listen, and *79 to Join Call.
• From the portal: Edge calls your extension, then shows Whisper and Join Call controls once you answer.
• Whisper requires the agent to be on a call with an outside caller.
• Monitoring sessions last for one call only — disconnect to end, and start a new session for the next call.