Monitor an active call

Open an ongoing session

Go to Monitor → Live monitoring. Queued and in-progress calls appear in the list with their agent, duration, caller, destination and call ID. The list refreshes every ten seconds; select Refresh when you need a current status.

Select a call to open details. Live audio controls are available only when the session transport and your permissions support them.

Listen and take over

Listen live opens a listening session. Stop listening closes it.

Take over connects your microphone for human control. Give the browser microphone permission and use a headset. Return to AI releases your monitoring session. These controls depend on the live media connection; a session that has already ended cannot be taken over.

For supported active Twilio phone calls, the detail view also exposes End call and Transfer. Transfer destinations come from the agent's configured allowed list. Select warm or cold mode deliberately and check the carrier outcome before another action. Not every control appears on every transport.

Operating practice

Tell your team who is allowed to intervene and how to introduce themselves. Follow the clinic's caller notice and recording policy. Keep an escalation destination staffed during the coverage hours you advertise.

If the list is empty, check the selected workspace and confirm the call is still active. If audio fails, check browser permissions, your network and the displayed error. Preserve the call ID for support. Never treat an “ongoing” row as proof that staff heard or accepted a transfer.