How to Monitor Queue Calls

How to use call monitoring

If your admin assigned you as a monitor with call monitoring privileges, you can listen, whisper, barge, or take over calls. You admin has control over which monitoring privileges you can use.

Note: If the admin enabled call monitoring for a call queue or shared line group, you can only monitor calls if the phone user being monitored made or received the call using the call queue's or shared line group's extension or direct numbers.

Desktop client or mobile app

Sign in to the Zoom desktop client or mobile app.
Click or tap the Phone tab .
Click or tap the Lines tab.
In the MONITORING section, you will see a list of the phone users that you can monitor. When a phone is on a call, you will see their call status change along with the call length.
Follow one of these options depending on the call monitoring feature you want to use:

Listen: Click the listen button.
Whisper: Click the whisper button.
Barge: Click the more button (...) then click the barge button. The barge button is also used for conference barge.
Alternatively, if you're already listening or whispering on a call, click Barge using the in-call controls.
Take over: Click the more button (...) then click the take over button.
Alternatively, if you're already listening or whispering on a call, click Takeover using the in-call controls.

Note: You can switch between call monitoring features when using listen, whisper, or barge. When you take over a call, you can't switch back to a different call monitoring feature.

Reference: Zoom.US/Support documentation