How do I monitor a call?
Use your phone to listen to a call in progress on a specified line without call interruption or intervention unless it’s needed.
GoTo Connect
Before you begin: You must have
monitoring permissions.

- You must use ACL monitoring permissions to listen to others who have monitoring permissions.
- You cannot monitor lines assigned to multiple physical phones (this does not apply to the GoTo app).
- Dial *17 from your desk phone, desktop app, or mobile app.
- Enter the extension you would like to monitor.
- If you dialed the star code from someone else’s phone that does not have monitoring permissions, enter your numerical dialable username given to you by a system admin.
- Enter your dialable password (default 0000). This is separate from your voicemail password and can be changed by dialing *19.
- During the call, dial any of the following options to switch between monitoring modes:
Setting Description [4] Spy Mode (default) Enter an existing conversation silently; neither the agent nor the caller is notified of your presence. [5] Whisper Mode Speak to the agent while remaining invisible (silent) to the caller. [6] Barge Mode Join an ongoing conversation between two parties, being heard by both.
What to do next: To stop monitoring calls, hang up.
GoTo Contact Center
Effectively coach and support your agents by listening in real-time to their calls or watching their chat conversations in our GoTo app. Available for Complete only.
Before you begin: You must be
set up as a user and be assigned the
supervisor role.
- You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
- You must use ACL monitoring permissions to listen to others with monitoring permissions.
- Sign in to our GoTo desktop/web app.
- Select .
- To monitor calls:
- From Queues, select the desired queue.
- Under Actions, select
next to the agent you want to help.
- Select whisper, listen, or barge.
- Hang up when you are done.
- To monitor chats:
- From Chats, select the desired queue.
- Under Actions, select
next to the chat(s) you want to watch.Note: You can watch multiple chats at a time and will see a visual indicator when new messages are received. Use the search bar to filter the conversation by keywords as needed.
Result: The chat window will pop up on the bottom of your app.
- Close the chat window you are done watching the conversation.