The IllyVoIP app can offer Listen and Coach for eligible live calls. Access depends on your account permissions and the supervision state returned by the service. Use this for an authorized supervisory task and follow your organization’s notice and consent requirements.
These steps follow the Android app in version 1.0.46, build 272. Use your own account and the permissions assigned to it; other installed releases can have different controls.
1. Confirm that the action is available to you
- Open Monitoring and locate the intended active call.
- Check the agent and call details carefully so you do not supervise the wrong conversation.
- Look for the offered Listen or Coach action. If it is absent, check your role and service access with the administrator.
- Have an available SIP account and endpoint ready to receive the supervision connection.
The app checks both permission and supervision visibility. Seeing a live call does not automatically authorize listening to it. Do not try to reveal a hidden action through developer tools or borrow another person’s login. This guide covers Listen and Coach; it does not imply that every monitoring mode is offered to every account.
2. Choose the correct mode
Listen is for hearing the supervised conversation. Coach is for assisting the agent through the supported coaching path. Choose the mode intentionally before starting. If your role only permits one mode, use the offered control and ask an administrator about any additional access you actually need.
Before using supervision with customers, arrange an authorized internal check of who can hear each participant. An unfamiliar headset, endpoint or account assignment can make it difficult to distinguish a connection problem from the expected mode behavior. Avoid speaking confidential instructions until you have verified the path.
3. Select where you will receive supervision
- Tap the intended mode for the selected live call.
- Read the SIP-account picker and choose the account attached to your listening endpoint.
- If no account is available, stop and arrange the appropriate SIP access; selecting another customer call will not fix that prerequisite.
- Confirm once and follow the resulting connection on the chosen endpoint.
The receiving SIP account is not a request to move the customer call to a different agent. Check its identity instead of accepting the first listed account without reading it. Keep that endpoint reachable and avoid an unrelated active call that could prevent you from receiving the supervision leg.
4. Check the connection before coaching
- Confirm you are hearing the intended call and not another active endpoint session.
- For Listen, remain in the listening workflow.
- For Coach, keep instructions short and appropriate for the agent’s current conversation.
- If audio is missing or the live call has ended, inspect the result before attempting supervision again.
A successful request is not proof that your endpoint answered or that you heard the correct audio. If the app loses connectivity during submission, inspect Monitoring and your endpoint’s current calls before repeating the action. Repeated taps can make it harder to identify the supervision session you intended to create.
5. End your supervision without ending the customer call
End the supervision leg on the endpoint where you received it and verify that it closes. Be careful with the separate Hang up action associated with the original monitored call: that is a different operation and can end the customer conversation. Do not use it as a shortcut for leaving a listen or coach session.
If an action fails or is missing
Check that the call is still active, your chosen SIP account is reachable and your role permits the mode. Refresh the monitoring view when the displayed call is stale. If the issue remains, send Support the approximate time, live-call reference when available, selected mode, receiving SIP account reference and sanitized error. Do not include recordings or customer conversation details unless specifically needed and authorized.
Related guides
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.