Whether it is to ensure the quality of customer service or to coach new agents during a conversation, the Call Monitoring feature gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor, whisper and barge into calls.
In order to enable Call Monitoring features for your incoming calls, you will need to turn on the Call Monitoring option inside your flow by going to Admin -> Flows and by editing the desired flow. This will enable your calls for Monitoring, Barging, Whispering, Warm Transfer, and Hold Music.
You also have the option to monitor the Outgoing Calls this feature can be turned on from Account Settings.
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