Monitor

Enables a supervisor to listen to a call that is already in progress.

Supported Script Types

Phone

Property	Details
ContactID	The contact ID A unique numerical identifier assigned to each contact. for which you want to obtain details.

Branch	Details
OnError	Path taken when the action fails to execute properly.

CXone will establish a 3-party conference call and the monitoring call will be muted. In most cases, you can also monitor calls in real-time from CXone. For example, a supervisor may want to be able to call in to a number to monitor calls when they are away from a computer. A script can be created that a supervisor could call into that would have a Monitor action.
A call cannot be monitored when it is in an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or in a Prequeue state. A call must be connected between 2 parties, for example the caller and the agent.