Call Monitoring

Call monitoring allows you to listen to an active call within Copilot. As you monitor live calls, you'll remain muted; however, you can add notes, tags, and classify the call while monitoring it.

Use this article to learn how to:

  • Turn on Call Monitoring for yourself or other users in your account
  • Grant CallRail permission to access your computer's microphone
  • Monitor an active call

Getting Started

Call monitoring is only available for use within a Google Chrome browser. There are three steps you'll take to activate Call Monitoring:

  1. First, reach out to our support team, who will add this feature to your account. 
  2. Then, turn on Call Monitoring for yourself or other users in your account. 
  3. Lastly, grant CallRail permission to access your computer's microphone. 

Additionally, call monitoring is only available for accounts on the Pro plan or higher. Use the article below to learn how to upgrade your account.

Upgrade pricing plan

Set up Call Monitoring

If you're an administrator on your account, you can turn on call monitoring capabilities for yourself and any other user by navigating to the user configuration page. Repeat these steps for each user you'd like to monitor calls.

  1. Select Account at the top of the page, then click Users.

    users.png

  2. Select the gear icon for the user you'd like to be able to monitor calls, then click Edit user.

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  3. Under the "Softphone" setting, turn the toggle to ON to allow the user to monitor calls using Softphone.



  4. Click Save User to update your changes.



Grant Access to Your Microphone

Granting CallRail permission to use your microphone is dependent upon whether you're a new CallRail user, or a current user accessing Copilot for the first time.

  • If you're a new user logging into your account for the first time, click Enable Softphone Audio in the blue bar at the top of the page. This button will be available once you log into your CallRail account.

    • A pop-up will appear on your browser. Click Allow to let CallRail access your microphone.




  • If you're a current user using Call Monitoring for the first time, click Copilot. A popup will appear at the top of your browser. Click Allow to let CallRail access your microphone.



Monitor an Active Call

  1. Once you've approved CallRail to use your microphone, click Copilot.



  2. Click on the Active Call you'd like to monitor.



  3. Click the Monitor Call button at the top of the page.



  4. You will remain muted when you monitor the call. While the call is taking place, you can classify the call as a good lead, or add tags to the call as you monitor it. You're also able to add notes to the call.

    Note: If you and an agent taking the call are both adding notes at the same time, the most recent note added to the call will overwrite the earlier note.



  5. Click Leave to stop monitoring the call and return to Copilot.

 

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