Unable to Listen to Live Calls in Dialpad

Problem

One of your employees is unable to listen to live calls within Dialpad, even though you have created a coaching group and set Listen-in for all trainees.

Solution

1. Check if calls are answered from the main line. If so, it is not possible to listen to live calls without routing them through Contact Centers or Departments.

2. If calls are not answered from the main line, create a call center or department and route calls through it.

3. Once calls are routed through a call center or department, create a coaching group and set Listen-in for all trainees.

4. Go to Dialpad and click Live Calls to see the list of live calls.

5. Click the call that you want to listen to.

6. Click Listen In to listen to the live call.