--- title: "Live Monitor" url: https://flexie.io/resources/phone/live-monitor description: "A supervisor-only screen that shows every call happening right now, who's on it, and lets you listen in, whisper to your agent, or barge into the call. The classic call-centre supervision triad." --- # Live Monitor Last updated 26 May 2026 ![A live monitor page listing agents and their current call state, with listen, whisper, and barge buttons next to each active call](https://flexie.io/image/resources/phone-live-monitor.png) A supervisor-only screen that shows every call happening right now, who's on it, and lets you **listen in**, **whisper** to your agent (only they hear you), or **barge in** (everyone hears you). The classic call-centre supervision triad. > Live monitor is part of the self-hosted PBX channel. It relies on your PBX's listen / whisper / barge primitives. The Twilio equivalent (real-time event stream, call-recording playback) is handled inside Twilio's own console. ## What the page shows The list updates in real time. New calls appear immediately, completed calls drop off, ringing-to-talking states change without a refresh. Per agent you see: | Column | Meaning | | ------------- | -------------------------------------------------------------------------------------------- | | **Agent** | The user's name and extension. | | **Status** | _Idle_ (logged in, no call), _Ringing_, _Talking_, or _Paused_ (manually away). | | **Customer** | The matched record, or just the number if no match. Clicks through to the customer's record. | | **Direction** | Incoming or outgoing. | | **Time** | Elapsed talk time on the current call. | | **Controls** | The three supervision actions (only on active calls). | ## The three supervision actions ### Listen (silent monitor) You join the call as a silent observer. **Neither the customer nor the agent hears you.** They keep talking; you hear both sides. Use this for quality assurance, agent training reviews, or "what's happening on the floor right now" awareness. ### Whisper (coach mode) **The agent hears you**, the customer doesn't. The agent can respond verbally in a way that sounds natural to the customer. Use this for coaching during a call ("ask them about the renewal date", "I'll take this one in a minute") without breaking the customer experience. ### Barge (full join) You join the call **fully**: both the customer and the agent hear you and you can talk to both. The call becomes a three-way. Use this when you need to take over directly: escalation, the agent needs help they can't be coached through, or you need to apologise to a customer in person. > All three modes are toggled by leaving the supervised call (clicking the End button on your own softphone disconnects you without affecting the agent or customer). ## Setting up live monitor Admin-only. The page asks for the credentials your PBX uses to expose its management interface to Flexie, plus the three feature codes that drive listen, whisper, and barge. | Field | What it is | | --------------------------- | ------------------------------------------------------------------------------------------------------------------ | | **PBX management URL** | The address Flexie uses to talk to your PBX's management interface (your PBX integrator will have given you this). | | **PBX management user** | The username for that interface. | | **PBX management password** | The matching password. | | **Listen code** | The feature code in your PBX's dial plan for **listen-only** mode. | | **Whisper code** | The feature code for **whisper** mode. | | **Barge code** | The feature code for **barge** mode. | The three codes come from your PBX team. They're the dial-plan shortcuts that one extension uses to spy on another. If they set this up for you, they'll have the three values; paste them in. Save and the supervision buttons activate on every live call. > If only the management URL, user, and password are configured but the feature codes aren't, the page still shows live call state (you can see who's talking) but the listen / whisper / barge buttons are hidden. ## Permissions Live monitor is **supervisor-only**. Granting the see-everyone scope on call logs to a role also gives that role access to the live monitor; the configure-everything scope adds the right to manage the settings page and use the supervision buttons. A user without the see-everyone scope only sees their own calls, meaningless on a supervision page, so the menu item is hidden. ## What it doesn't do * **No extra recording on the supervisor side.** Listening, whispering, or barging doesn't add a separate recording. The same call-level recording setting applies (the supervisor's audio is mixed in for barge, just like any other party). * **No call queueing or routing.** Live monitor is a _view-and-act_ page; it doesn't decide where calls go. That's still the PBX's job. * **No agent-side controls beyond supervision.** You can't force-mute an agent's mic, force-hold a call, or transfer it from this screen. Agents handle their own calls. ## Gotchas * **PBX management interface must be reachable.** From Flexie's server, you must be able to reach your PBX's management URL. If they're on different networks, open the route. * **The supervisor's softphone gets a real call.** The supervision is delivered as a call to the supervisor's own extension, so the supervisor needs an extension too (see [Channels](https://flexie.io/resources/phone/channels)). * **Encryption.** If Flexie is on a secure (HTTPS) URL but the PBX management URL is plain, browsers and the integration may refuse the connection. Run the PBX management over a secure URL too. * **Feature codes vary by PBX build.** Different PBXes use different feature-code conventions. Test all three modes on your own extensions before relying on them in production. ## Next * [Workflows](https://flexie.io/resources/phone/workflows-and-automation): the completed-call trigger picks up monitored calls too. * [Call logs & timeline](https://flexie.io/resources/phone/call-logs-and-timeline): where the completed calls land.