# Use call monitoring and whispering

**You must have** [call monitoring and whispering permissions](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718) **to execute these actions.**

To start monitoring a call you must follow these steps:

* In the dashboard or call history option, when you see an active call, you can click on the button **Monitor Call.** This option will only be available if you have monitoring [permissions](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718) and only with phone calls; [live calls](https://tokyapp.zendesk.com/hc/en-us/articles/360020674737) can't be monitored as they are encrypted.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-e038eeb4ee20815e7302120a4c4e45094908cbb4%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure>

* You can also open the **Call Details** window and click on the button **Monitor Call**

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-0a257e09f40b12fb61bffcd8d64f94d565df52f7%2Fimage__1_.png?alt=media" alt=""><figcaption></figcaption></figure>

* You will see a call window in **monitoring mode** and you can start listening to the conversation. You can click on **Whisper** if you want to say something to your agent, the customer won't hear anything. You can also click on **Leave Call** to stop monitoring.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-a6c4bc2910bfeb142e40c20e35c33ac852c390f0%2Fimage__2_.png?alt=media" alt=""><figcaption></figcaption></figure>

* The agent will see that his call is being **monitored** and also will see if the agent monitoring the call enables the **Whisper** option. *This notification can be disabled,* [learn how](https://tokyapp.zendesk.com/hc/en-us/articles/360020959718)*.*

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-04b8fd7c1df24f8f954be055bf7d5af39684a404%2Fimage__3_.png?alt=media" alt=""><figcaption></figcaption></figure>

* An admin user with **Call Monitoring** permission can open any active call details and see who is monitoring that call.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-978744994740da3563b808e7743f872cdce9096d%2Fimage__4_.png?alt=media" alt=""><figcaption></figcaption></figure>

If you have any doubts, please contact our support team at <support@toky.co>