Overview

You want to use the Call Monitoring feature in the Playbooks Manager Application to listen in on live calls that your representatives are making. However, when you try to listen to live calls, the call does not try to connect to your phone to join the call between rep and prospect (your phone does not ring). Because of this, you are not able to monitor the call.

Solution

This issue happens when you do not have a phone number specified in the Call Monitoring Settings.

Make sure to specify your phone number following the steps below:

1. From the Playbooks Manager app, open the Call Monitoring tab.
2. Click on the Cog icon in the top right corner of the Agent Monitoring section.
   
   
   
   
3. Enter your country code and phone number in the Telephone Settings section.
   
   
4. Click the close symbol.

• See How to Monitor a Call for more information.

Testing

After setting the correct phone number in the Call Monitoring Settings, you will be able to listen in on your representative's calls. If you set up the correct number but the problem is still observed, follow the instructions in Troubleshooting Article - Unable to Monitor Calls in Playbooks Manager. If this issue is persistent and you have confirmed the configuration is correct, verify if there is an outage in your region that is affecting calls on the Playbooks Status page.