Supervise live calls: listen and speak from the Live HUD

The Live HUD (in Phone System) is your real-time switchboard view: one card per teammate showing whether they're "Available", "Ringing", or "On Call" with a running call timer. For owners and admins it goes further — a headphones button on any live call lets you silently listen in, and a Speak control lets you join the conversation when you need to. The caller and your teammate hear nothing until you choose to speak.

Before you start

• Silent listening is for owners and admins only, on live answered calls (inbound or outbound).
• The feature ships OFF. An owner or admin must enable it first (next step).
• You need a working softphone in your own browser or desktop app — the listen leg is delivered to you as a silent call.

Step 1 — Turn on Live call listening

1. Open Phone System in the left sidebar, then the Live HUD tab.
2. Above the cards, find the Live call listening panel and flip the toggle on. The toast confirms "Live call listening enabled", and the listen buttons appear on live calls immediately — no refresh needed.

The panel's own description is the ground rule: owners and admins can silently listen to a teammate's live call, then unmute to speak — "Use responsibly and in line with your local call-monitoring laws."

Step 2 — Read the cards

Each owner, admin, and dispatcher gets a card:

• "On Call" — live on a call, with a running timer and an icon showing WHERE they answered (iPhone, browser, or desktop app).
• "Ringing" — an incoming call is ringing them right now.
• "Available" — online and ready to take calls.
• "Offline" — not reachable for inbound calls.

Step 3 — Listen to a live call

1. On a teammate's "On Call" card, click the headphones button (its tooltip reads "Listen to this call").
2. A floating bar appears at the bottom of the screen showing "Listening", the teammate's name, and a timer. You hear everything on the call; nobody hears you.
3. The bar follows you anywhere in the dashboard — you can keep working while you listen.

You can only run one listen at a time — the button's tooltip switches to "Finish your current listen first" while a session is active. Up to five owners/admins can listen to the same call at once, each independently silent.

Step 4 — Speak, mute, or leave

On the floating bar:

• Speak — your microphone joins the call and EVERYONE on it hears you (the bar switches to "Speaking" with a red pulse).
• Mute — back to silent listening.
• The phone-off button leaves the call — the call itself continues untouched.

Troubleshooting

• No headphones buttons anywhere — either you're not an owner/admin, or Live call listening is toggled off, or your own softphone isn't registered yet. Fix the toggle first; the buttons appear instantly.
• The button shows "You are listening to this call" — you're already on it; the floating bar at the bottom is your control surface.
• Listening fails on a specific call — masked calls, conference calls, and calls still connecting can't be supervised; try again once the call is fully answered, or on a different call.
• The bar says "Connecting…" and never joins — the call likely ended during setup. Leave and start again from a live "On Call" card.
• The HUD shows "No dispatchers found" — no owner, admin, or dispatcher users exist yet. Add your team under Team first.