This unit covers the ‘Listen in’ functionality of Fastcall. This is additional functionality which is not enabled by default, your administrator will need to set this up for you.
Introduction
The Listen In feature allows Fastcall admins and managers to join live calls in progress through the Fastcall Control Panel.
This feature is exclusively available to Fastcall admins and managers. Standard users can be granted access by upgrading them to a manager role in the Fastcall User Panel.
Fastcall Control Panel
A Listen In button is displayed for calls that are currently in progress.
Upon clicking Listen In, you will be prompted to:
- Select a device for listening.
- Choose whether to Join Muted or enable Coaching Mode.
Join Muted & Coaching Features
- Join Muted: When enabled, you will join the call silently, without being heard by any participants. If disabled, all parties on the call will be able to hear you.
- Coaching Mode: This feature allows managers to provide real-time guidance by speaking only to the user, while the external contact remains unaware.
These options provide greater flexibility for call monitoring and coaching, allowing managers to support users effectively without interrupting the conversation.
When you press ‘Start Listen In’, you will be added to the call.
You will not be able to listen to a call that started before the setting was enabled.
Last updated: Fastcall version 9.2.4, 2026-03-12