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9bx user guide

PBX & Call Center

Live calls

See who is on a call right now, how long they have been talking, and what each queue looks like at this moment.

Contents

What it is for

Live calls reads calls directly from the phone system every few seconds, so a call appears the moment it starts, not when it ends. Supervisors use it to end a stuck call or to listen in.

Who can use it

Users with the Live calls permission, usually supervisors and administrators.

Where to find it

Phone → Live calls

The screen explained

Live calls with the count tiles, the call table and the queues panel.

Area What it shows
Count tiles On a call, Talking, Ringing, Incoming, Outgoing.
State column Ringing, Talking, On hold, In menu / queue.
Caller, Called, Extension Who is calling, who was dialled, and which extension is involved.
Number / trunk The official number or trunk the call uses. Internal calls show Internal.
Duration How long the call has lasted.
Call log button Opens Call history.
End call Hangs up the call after you confirm "End the call with ...?".
Monitor actions Listen, whisper or barge in through your own phone (see below).
Queues now For each queue: callers waiting, Longest wait, how many are talking, and agent states (Free, On call, Ringing, Wrap-up, On break, Logged out).

Monitoring modes

Mode Who hears whom
Listen You hear both sides. Nobody hears you.
Whisper Coach the agent. Only the agent hears you.
Barge You join the call. Both sides hear you.

Your own extension rings first. Answer it to join the call. The agent's call shows "A supervisor is monitoring this call".

Tasks

Listen to an agent's call

  1. Open Phone → Live calls.
  2. Find the call and choose Listen (or Whisper / Barge).
  3. Your phone, or the web softphone, rings. Answer it.
  4. Press Stop in the banner when you have heard enough.

End a stuck call

  1. Find the call in the table.
  2. Press End call.
  3. Confirm. You will see "Call ended."

Example scenario

A customer of Padma Net Support is angry on extension 1003. Supervisor Nusrat opens Live calls, chooses Whisper on that call, and tells the agent quietly: "Offer the free technician visit." The customer hears nothing.

Tips

  • Keep the page open on a second monitor; it refreshes by itself.
  • Use the Queue wallboard for a wall screen instead.

Troubleshooting

Problem Fix
Call not showing in Live calls The list updates every few seconds. If it stays empty during a real call, the phone server may be unreachable; you will see "Could not read calls from ...". Check the system status on the Phone dashboard.
"Could not refresh live calls. Trying again shortly." Temporary. If it persists, check your internet connection.
Monitor buttons do nothing Your user must be linked to an extension (see Extensions).