---
title: "Listen to live calls from a Department or Contact Center"
slug: "listen-to-live-calls-from-a-department-or-contact-center"
updated: 2026-10-15T01:10:29Z
published: 2026-10-15T01:10:29Z
canonical: "help.servicetitan.com/listen-to-live-calls-from-a-department-or-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Listen to live calls from a Department or Contact Center

## Overview

Listening to calls is a practical way to evaluate how well the Customer Service Representative (CSR) is performing in their daily service. Whether you are guiding an agent through a new call or just checking the quality of their service, Dialpad's *Listen-In* feature lets you quietly observe ongoing contact center calls.

---

### 

#### Who uses this feature

- Administrators
- Applies to all business types

#### Feature configuration

- To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Things to know

- Only administrators and call center supervisors can listen to live calls.
- Administrators join the calls silently. By default, the callers are not notified that the call is being monitored. You can let agents know when a supervisor is listening in on their calls from the *Advanced Settings* section of a contact center.
- Call monitoring is enabled by default but you can disable it manually.
- While listening to a call, you can start or stop recording, put the call on hold, end it, and see the *Real-time transcript*. However, this will only impact your side of the call and not the agent's.

## Feature configuration

This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Listen in on a call

1. Go to your [DialPad app](https://dialpad.com/app).
2. On the left side of your screen, choose the departments or the contact centers you'd like to monitor.
3. Go to **Live Calls** and select **View Call** next to the call you'd like to monitor. The *Real-time transcript* flyout opens.
4. Click **Listen in** to join the call.

![Dialpad interface showing live calls, real-time transcript, and options to listen in.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-a-department-or-contact-center-image-9zpzxpem.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A48Z&se=2026-10-31T02%3A50%3A48Z&sr=c&sp=r&sig=0NtfJFC6TYdyKL4F5KvP2TdUX05eJmmfH4UbMsWWlTI%3D)

## Disable the listen-in option

1. Go to your [DialPad](https://dialpad.com/) account.
2. Click **Admin Settings**.
3. Select **Ai Contact Centers** or **Departments**. ![Settings interface for Titan Home Services, highlighting office information and administrators section.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-a-department-or-contact-center-image-ia4lqkxw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A48Z&se=2026-10-31T02%3A50%3A48Z&sr=c&sp=r&sig=0NtfJFC6TYdyKL4F5KvP2TdUX05eJmmfH4UbMsWWlTI%3D)
4. Go to **Advanced Settings** and select **Disable ability for admins and supervisors to listen in on calls**.

![Settings page showing options for call center admin and supervisor permissions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/listen-to-live-calls-from-a-department-or-contact-center-image-xflhg47h.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A50%3A48Z&se=2026-10-31T02%3A50%3A48Z&sr=c&sp=r&sig=0NtfJFC6TYdyKL4F5KvP2TdUX05eJmmfH4UbMsWWlTI%3D)

## Want to learn more?

- See [Supervise call centers](/construction/docs/supervise-call-centers)

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)