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Call Monitoring in smrtDialer (Pro Feature)

smrtPhone Pro gives you the ability to monitor, whisper, and join to calls during smrtDialer Campaigns

Georgiana Mirita avatar
Written by Georgiana Mirita
Updated over 3 weeks ago

Whether to ensure the quality of customer service or to coach agents live, smrtPhone Pro gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor (listen), whisper, and join calls.

Enable Pro Dialing per user or globally

You can enable Pro Dialing globally for your entire account or selectively for individual users from the Admin Dashboard. This gives you flexibility in deciding which agents require monitoring, such as trainees or performance improvement cases.

Head to smrtPhone Dashboard > smrtDialer > Call Monitoring.

To use these features, you must turn ON Pro Dialing.

The features presented are only available with an active Pro Subscription.

To enable Pro Dialing:

  • Outbound calls: Turn Pro Dialing On or Off from Account Settings

  • Inbound calls - Turn Pro Dialing On or Off from Call Flows

call monitoring

For inbound calls, enabling Pro Dialing within the appropriate Call Flow is necessary. This ensures features like call monitoring, whisper, joining, warm transfer, hold music, and call waiting are active for inbound communication.

Once you enable Pro Dialing, your Monitoring tab shows a list of live call sessions. You can Listen, Whisper, or Join these calls, these features being designed to offer a more professional caller experience.

The Status column indicates the current status of the session:

  1. Idle - The agent is connected to the call session but is not making calls

  2. Dialing - The agent is connected to an active call session, making calls

  3. Connected - The agent is engaged in an active conversation


πŸ‘‚ Listen Feature

By using the Listen feature, you can listen to an agent's conversations without the other person on the line knowing.

To Listen in on a call, you need to have granted permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the πŸ‘‚ Listen button next to the session you want to listen to.Β 

sd listening

πŸ’¬ Whisper Feature

Using the Whisper feature, you can talk to an agent without being heard by the other person on the line.
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To Whisper on a call, you need to have permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the πŸ’¬ Whisper button next to the session that you want to whisper on.Β 

whisper

πŸ“ž Join Feature

The Join feature allows you to join an active session. When you join, a conference call is created between you, an agent, and the person on the line. One example is a supervisor barging into a call between one of their agents and a potential lead.
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To Join to a session, you need to have granted permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the πŸ“ž Join button next to the session that you want to join to.

sd join
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