Listen In

Live Status | Queue status | Select queue | Listen In

Select a call that is currently connected to an agent. Select the Listen In button. After a few seconds, an incoming Teams call should appear for the supervisor that selected the Listen In button. After answering, the supervisor can only listen to the call. From the agent and caller perspective, the supervisor is a hidden participant in the call roster.

If calls do not appear in Live Calls or Queue status, the user may not have a data access policy to view this data. The same applies if the barge, listen in, whisper in, or call pick button does not appear on a call.

Do not place the call on hold when using the listen in feature. When the call is retrieved, the listen in participant will become a normal participant in the call. This is due to a Microsoft limitation in the underlying APIs.