Help index · Messaging & records
Call log, recording, and listen-in
Filter live calls, play recordings, and monitor / whisper / barge from the call log.
- Admin: Call log (/admin/calls) — default All, filter In / Out / All
- Manager: Call log (/manager/calls) — all company calls, recordings, listen-in
- User: My calls (/app/calls) — only calls on your linked extension(s)
Filter and play
On Admin/Manager:
- Status (initiated, answered, completed, missed, transferred, failed) and Direction.
- Search from / to / call id, then Refresh.
- If a recording exists, click Recording (opens the audio). Recording requires the landlord Call recording switch.
Users see Play recording on their own rows when a URL exists. Admin/Manager also see the call summary (written on hangup when a transcript exists) and can click Summarize / Regen summary.
Listen-in (active calls)
On Admin/Manager, an active call (initiated / answered / transferred / ringing) shows:
- Listen — monitor
- Whisper — talk to the agent only
- Barge — join both sides
Octone dials your softphone as the supervisor leg. Register the browser dialer first. Requires Listen-in to be on.
If listen-in fails, provision and register your softphone, and confirm the call is still active.