See who is on a call right now

The monitor in the admin portal is a live view of your phone system. It shows which phones and apps are connected, who's on a call, and every call in progress.

Some labels in your portal or apps may look slightly different from this guide.

Open the monitor

1. 1
   Step 1:

   Go to the monitor

   In the admin portal, select Monitor.
2. 2
   Step 2:

   Pick a tab

   Choose Extensions for desk phones and devices, Apps for Communicator, or Live Calls for calls in progress.
3. 3
   Step 3:

   Set how often it updates

   Use the refresh interval list to choose how often the page reloads its data.

Extensions: phones and devices

Each row is one user's phone or device:

• Name and Extension.
• IP address: where the device connected from. Selecting it may open the phone's own settings page, which usually works only from your office network.
• Status: Online when the device is connected to your phone system, Offline when it isn't.
• User Agent: the phone's make, model and firmware.
• DND: shows if the person has Do Not Disturb turned on.
• On Call: a headset icon while that person is on a call.

Filter the list to online or offline devices, or search by name, extension, user agent or IP address.

Apps: who is signed in to Communicator

If your company has the Communicator apps add-on, the Apps tab lists everyone signed in to an app. It shows the app and its version, the app edition, and whether the person is on a call. You can filter by edition. The edition names in the portal may not match the app names in this help center. CallSprout support sets each person's edition, so ask support if you're not sure which is which.

Live Calls: every call in progress

The Live Calls tab has one row per call, with From, To and Call Duration.

Act on what you see

• End or move a call. See end or transfer a live call from the portal.
• Restart a desk phone. Tick the phone on the Extensions tab and select Reboot. This works only on some phone models, usually ones that get their settings automatically from your phone system.
• Supervise a contact center. On Contact Center Pro, supervisors work from the supervisor dashboard, an add-on that runs in the supervisor desktop. See use the supervisor dashboard and listen, take over, transfer and change agent modes.
• Listen in on a call. That's a separate feature. See Listen, whisper or barge in on a call. Monitoring laws vary by state. Your company is responsible for any notice or consent they require.

Troubleshooting

• A phone shows Offline. It isn't connected to your phone system right now. If it stays that way, contact support.
• User Agent is blank. The phone may have been set up as a generic device. Contact support rather than removing and re-adding the user, which can lose their settings and voicemail.

Don't see this option? Contact support and we'll set it up for you.