Loading
Sales Productivity
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Enable Call Monitoring

            You are here:

            1. Salesforce Help
            2. Docs
            3. Seller Productivity

            Enable Call Monitoring

            Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings page in Setup, then create a permission set with the Access Dialer Monitoring permission and assign it to managers.

            Required Editions

            Available in: Lightning Experience

            Available in: Professional, Enterprise, Performance, and Unlimited Editions

            Sales Dialer is available for an additional cost as an add-on license.
            User Permissions Needed
            To enable Dialer features: Customize Application
            To enable Call Monitoring: View Setup and Configuration, View Roles and Role Hierarchy
            To use Call Monitoring: Access Dialer Monitoring, View Setup and Configuration, View Roles and Role Hierarchy
            Important
            Important Sales Dialer is scheduled for retirement. No new features or enhancements are being added to Sales Dialer. Information regarding formal end-of-life for features is posted on Salesforce Active Product & Feature Retirements.

            To use telephony features directly in Salesforce, we recommend that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the telephony features that you love and more. See Get to Know Salesforce Voice.

            Your org must have role hierarchy set up to use Call Monitoring.

            Note
            Note You can only monitor users that are one level below you in the role hierarchy.

            You can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and manager.

            If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording upon request.

            Call Monitoring is not supported in Salesforce Essentials.

            Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring permission sets without using permission set groups.

            1. From Setup, enter Dialer Settings in the Quick Find box, then select Dialer Settings.
            2. Enable Call Monitoring.
            3. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
            4. Click New.
            5. Enter a name for the permission set.
              Naming it Call Monitoring makes it easy to identify.
            6. Click Save.
            7. Click App Permissions.
            8. Click Edit.
            9. Select Access Dialer Monitoring.
            10. Click Save.
            11. From Setup, enter Users in the Quick Find box, then select Users.
            12. Select a manager who you want to grant Call Monitoring to.
            13. In the Permission Set Assignments related list, click Edit Assignments.
            14. Assign the Call Monitoring permission set.
            15. Click Save.
            16. Repeat steps 12–15 for other managers you want to grant Call Monitoring access to.
             
            Loading
            Salesforce Help | Article