Using call monitoring In Zoom App

Note: There is no default setting that enables call monitoring. Call monitoring has to be enabled by an administrator before you can add groups that will be able to benefit from monitoring.

In order to use these monitoring features you will need to get permission from our Zoom Phone admin to do so. You can monitor calls on other users’ phones, shared phones in the office, queued calls, and shared line groups.

As an illustration of possible use cases, the following scenarios have been proposed:

  • Front desk receptionist: It is quite possible that a receptionist can barge in on an employee when the employee is on another call and tell them about an important call that has come through.
  • Call center supervisor: If a supervisor finds that an agent is not providing high-quality service to a customer, he or she can silently observe and barge in to assist.
  • Group trainer: When a group trainer listens to a customer call with an agent, he or she can whisper something helpful in the agent’s ear to advise them on how to handle the customer.

Prerequisites for using call monitoring

  • Obtaining a Zoom phone license is necessary for both the monitored user and the monitored phone user.

In order to monitor the use of mobile phones:

  • A version of Zoom 5.4.7 or higher is essential for use with the desktop client or the mobile app
  • If you have a desk phone with call monitoring functionality

You can use the conference barge on shared lines between members of a group by following these steps:

  • Versions of Zoom’s desktop client or its mobile app that are higher than version 5.8.0 are required

Monitor shared line groups or call queues as follows:

  • Desktop clients for Windows and macOS are available starting at version 5.6.0
  • Zoom mobile apps are available for Android and iOS starting at version 5.6.0
  • Note:  Desk phones and the Linux client do not support monitoring call queues or shared line groups.

Call monitoring features

In order to monitor calls, the following features are available:

  • Listen: This allows you to listen in on someone else’s call without them knowing that you are doing it.
  • Whisper: You can converse with a phone user on the other end of a call without anyone else knowing.
  • Barge: Pick up the phone and speak with everyone involved. During the conversation, there will be three parties involved.
  • Take over: Assume that a Zoom Phone user has taken over the call.
  • Conference Barge: Assume the role of the member of the shared line. As a result, members of the shared line group can clamber on to a call that is received by the whole group, regardless of whether the call has been answered. As many as 10 members can participate in the call.

Limitations of call monitoring

When using call monitoring, you should be aware of the following limitations:

  • One monitor can be active on the call at any one time and can switch between the monitoring features in response to the call. It is, for example, not possible for a monitor to listen to a call that is already being listened to by another monitor.
  • You will be placed on hold and hear hold music if you try to monitor a call that is currently on hold.
  • The call monitoring feature does not work when the phone user is on hold or if the phone user is in a call. It is impossible to monitor a call when the caller is ringing a phone number.
  • Using a shared line to monitor a call delegation setup can’t be done as part of a call monitoring setup.
  • As long as you are connected to a call monitoring service while you’re on an incoming call, call monitoring will stop during that call.
  • As soon as you take over a call, active recording will cease.
  • As you can monitor a call queue or a shared lines group in different ways, you can choose to focus on calling or receiving calls where the member uses the extension or direct number of the call queue or shared lines group. Queue or shared line group. Member cannot make or receive direct personal calls outside of the queueared line group.
  • The monitoring service can only record a person’s phone calls made or received using their extension or direct phone number if the user has the ability to monitor himself or herself.

How to use call monitoring

If your admin assigns you this role, then you may have monitoring rights. When this happens, you may be able to listen, whisper, barge, and take over calls that have been assigned to you. The privileges that you may use for monitoring are governed by the admin.


The administrator can enable call monitoring for a call queue or a shared line group only if all the users in the queue or shared line group placed or received the call using the extension or direct numbers for that call queue or shared line group.

Desktop client or mobile app

  1. Log in to Zoom’s desktop app or mobile app.
  2. Tap or click the Phone tab.
  3. Tap or click Lines.
    You can monitor phone users in the MONITORING section. A phone’s call status and call duration will change when it’s on a call.
  4. Depending on what kind of call monitoring you want, you can follow either of these options:
  • Listen: Press the listen button.
  • Whisper: Select the whisper option.
  • Barge: From the more menu, choose barge. Conference barges are also available.
  • You can also use the in-call controls to click Barge if you are already listening or whispering.
  • Take over: To do so, click on the more (…) button and then click on the takeover button.
  • It is also possible for you to select Takeover using the in-call controls as well if you are already listening or whispering on a call.

Note: If you are using listen, whisper, or barge, you have the option to switch between different call monitoring features. The ability to switch to another monitoring feature if you take over a call is not available when you take over a call.

Desk phone


  • An admin can add a new line key to your line key settings called BLF (Monitoring) after setting up call monitoring. The phone call status of the users you can monitor will be displayed when you press this key.
  • To make it easier to identify lines, customize the line keys if you have access to several direct numbers or shared lines.
  • Apart from the features described above, Yealink call monitoring group members have access to all Yealink device calling abilities (listen, whisper, barge-in, takeover, conference barge) independent of their role in the group (executive or assistant).
  1. Access your home screen on your phone.
    The phone users that you can monitor are listed in the line key list. The status of an in-call phone is usually shown by a red icon or a solid red indicator light that shows the phone is on a call.
  2. To monitor the status of a phone, hold down the line key for the user you wish to monitor for a few seconds.
  3. If you want to be notified of your calls, you can select one of the following options:
    • Listen: Click Monitor.
    • Whisper: Select Whisper.
    • Barge: Click Barge In.
    • Take over: Click Take over. You may also press More and then Take over on some Yealink devices.

Note: If you are using listen, whisper, or barge, you have the option to switch between different call monitoring features. The ability to switch to another monitoring feature if you take over a call is not available when you take over a call.

DTMF codes

In addition to call monitoring features, DTMF codes can also be called in order to track calls. Codes can be used in the desktop application, mobile app, and desk phone.

How to use call monitoring for call queues

If you are given the task of being a call queue monitor by your admin, you will be able to listen, whisper, barge in on calls made by or received by call queue members.

  1. Open the Zoom app for your mobile device or sign in to your Zoom account.
  2. Go to the Phone tab by clicking or tapping it.
  3. Next, select the Lines tab by clicking or tapping it.
    • MONITORING is a section of the MONITORING menu that will give you a list of call queues you can monitor.
    • The notification message appears below the call queue name each time a member calls the direct number of the call queue or a member receives a call that is routed through the call queue.
    • If you choose to monitor a call, you will receive a notification that shows you how many members are taking part in the call.
  4. To view a list of participants on calls you can monitor, you will have to tap or click on the name of the call queue.
  5. You can use this feature to monitor calls.

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Frequently Asked Questions


Can Zoom calls be monitored?

Please note that by default, call monitoring is disabled. Call monitoring can be enabled by admins then they can add groups that can use the monitoring features for listening, whispering, barging, and taking over.

How do I use Zoom to track calls?

Using your account, you can view the logs of all the phone users you have on your account. You will need to sign in to the Zoom web portal in order to get started. Click the Phone System Management menu on the left-hand side, then click Logs on the right-hand side. On the tab called Calls, click the Manage Calls button.

Are all Zoom calls recorded?

If the auto recording feature of Zoom Phone is enabled, then any call made by Zoom Phone will automatically be recorded. If you want to make sure that all parties are aware that their calls will be recorded, you can customize an audio prompt that will inform them about it.

How can you tell who is calling in Zoom?

Start a Zoom meeting by logging in to the Zoom desktop client and selecting either a host, co-host, or alternative host from the meeting options. The host controls will allow you to open a list of all the participants by clicking the Participants tab.

Can you retrieve a Zoom call that was not recorded?

There will be no recoding of the meeting in the event that no local or cloud recording was made.

How safe is Zoom recording?

Zoom’s Cloud recording storage system is a feature that is available after the meeting ends to process and store the recordings in Zoom’s cloud; these recordings can be password-protected or made available only to people within your organization. The audio transcripts that accompany a meeting that is hosted by a cloud service provider are encrypted and can be viewed remotely.

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