In order to view the Call Activity tab in the Sangoma Phone Desktop Client, the Call Activity button in Settings needs to be enabled:
When it is enabled, the Call Activity tab will become available on the "Talk" page. It comes with a filter which has two options:
People & Calls: To view all the members in the assigned Call Activity Groups.
Only Calls: To view only the members who are in a call.
If the user has Monitor permission against the user in call, then the following Call Monitoring options will be available:
Monitor: The user can listen to the call without interfering.
Whisper: The user will be able to talk with the agent and vice versa. The customer on the call won't be able to hear the conversation between the user and the agent.
Barge: The user can join the call and talk with both the agent and the customer.
These Call Monitoring options will also be available in the Queue tab, if the user in call is also a member of the queue and the logged in user has supervisor permission (Detailed View or Queue Call Control) for that queue. Please visit this page for more information.