Supervisors can join any live contact-center call in three modes. Listen is silent. Whisper lets the supervisor coach the agent without the customer hearing. Barge lets the supervisor speak to both the customer and the agent. Edesy joins the supervisor by calling the phone number they enter on the dashboard.

Modes#

Mode	API value	Supervisor hears	Who hears the supervisor
Listen	`listen`	Both parties	Nobody (joined muted)
Whisper	`whisper`	Both parties	Only the agent
Barge	`barge`	Both parties	The agent and the customer

How to monitor a call#

Open Supervisor in ccaas.edesy.in.
Enter your phone number in the Live calls panel ("Your phone (to monitor from)").
Pick a live call and press Listen, Whisper or Barge.
Answer your phone. You join the call in the chosen mode.
Hang up to leave. The customer's call continues; you never end it for them.

With the API#

# List calls you can monitor
curl https://voice-api.edesy.in/v1/ccaas/calls/active \
  -H "Authorization: Bearer sk_your_api_key"

# Join one in whisper mode
curl -X POST https://voice-api.edesy.in/v1/ccaas/calls/QUEUE_CALL_ID/monitor \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{"mode": "whisper", "to": "+919876543210"}'

The response is {"data": {"status": "dialing", "mode": "whisper"}}. A missing to returns 400; a call that is no longer connected returns 409 NOT_ACTIVE. An unknown mode is treated as listen.

FAQ#

Does the agent know I am listening?#

In listen mode you join muted. The agent desktop does not show a listener.

Can I switch from whisper to barge?#

Hang up and join again in the new mode.

Do I need the agent desktop to monitor?#

No. Supervisors monitor from the admin portal and any phone.

Which calls can I monitor?#

Calls that are connected to an agent right now, from GET/v1/ccaas/calls/active.

Does leaving end the call?#

No. The supervisor never starts or ends the monitored call.

Can more than one supervisor join?#

Each supervisor can start their own monitor on the same call.