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Enable Listen In for Supervisors

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Enable Listen In for Supervisors

Enable supervisors to listen in to any ongoing call from Command Center for Service.

Required Editions

This article applies to:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony
  • Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
  1. To let Amazon Connect users listen in to a voice call, assign the ManagerListenIn permission in Amazon Connect.
  2. From Amazon Connect, go to Manage users, and then Security profiles.
  3. Reuse an existing security profile to add Listen In capabilities or create another one.
  4. Enable the ManagerListenIn user permission.
  5. Turn on Enable Multi-Party Calls and Enhanced Monitoring. Otherwise Salesforce Voice users are redirected to Amazon Connect to listen to the voice call.
  6. Assign the security profile to users with the Salesforce Voice Contact Center Supervisor permission set assigned to them.
 
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