How to use call monitor
Call monitor must be allowed on your account by your company Truly admin.
To use in app - Click the call monitor icon the left side bar. A list of all users will display on the right side of the app.
You can search by user name or by users on an active call at the top section.
Otherwise you can hover over a user's name and click the enable button. If the user is not on a call, you will begin monitoring them once they make or take a call.
The right panel of the app will populate with more options once the user is on the call. You can listen, join, whisper (only the Truly user will hear) and stop monitoring.
Using Call Monitor Across Regions
To monitor a call, both the caller and the person monitoring must be within the same physical region. If you are in a different region based on your IP/Network address, you will hear an audible message stating 'Sorry, you cannot monitor this call'
For example, this means that a user in the US cannot monitor a user making a call based in Australia using their default connection. To monitor a call in a different region, you can use a VPN to change your location to the region you are trying to monitor.
please refer to this article on audible call monitor messages for further information on why you might receive this message.
If you have any questions or issues, please reach out to the Truly support team at support@truly.co or by clicking your initials in the upper right corner in the desktop app and we'll be happy to assist!