Issue

Users cannot listen to or interact with phone calls (whisper or barge) in realtime.

Background

Only Managers can monitor calls using the Listen, Whisper, and Barge options in CommPeak Dialer.

By default, they are connected in the Listen mode, which allows them to hear agent conversations without interrupting.

Solution

1. Please ask CommPeak support to check your manager's permissions.
2. Make sure you are in the same call center region as the agents whose calls you want to monitor.