This unit covers how to set up Fastcall’s Listen In feature. This is an additional feature that must be enabled by Fastcall – it is not available by default.
Note: If you enable Listen In, call transfers will use the ‘warm’ rather than ‘cold’ setting.
Settings
The Listen In feature allows Fastcall admins and managers to monitor live calls in real time. To enable this functionality, navigate to the Fastcall Panels.
In the Listen In settings, you can:
- Enable Listen In for all users, a specific user, or a group.
- Select the call direction (inbound or outbound).
- Choose the audio type and music options.
Activating Listen In Mode
To start monitoring a call click the Start Listen In Mode button. The button will turn red, indicating that Listen In is enabled. Also, the header will update to reflect that Listen In is active.
Once activated, the admin or manager will be able to listen to the next incoming or outgoing call.
Only Fastcall admins and managers have access to this feature. Standard users can be upgraded to a manager role in the Fastcall User Panel if needed.
Fastcall does not recommend keeping Listen In permanently active for all users. Instead, we suggest enabling it only when necessary. Listen In settings reset each night, requiring manual reactivation for daily use.
You can also enable Coaching Mode, which allows you to speak to your user without the other party on the call hearing you.
By following these guidelines, admins and managers can effectively monitor calls while maintaining control over access and privacy.
You will not be able to listen to a call that started before the setting was enabled.
You can find information about end user training here.
Last updated: Fastcall version 9.2.4, 2026-03-12