CallUltra
SupportApp
DocumentationAPI Reference

Calls and insights

Monitor calls while they are live

The live call surface shows active and queued work and gives authorized teammates ways to monitor or join a call.

Reviewed

Find an active call

Open the live call list to review calls that are in progress, queued, or awaiting a retry decision. Select a call to inspect its agent, campaign, contact, current status, and available controls.

Use the operations view to keep track of call status and campaign outcomes.

Listen or join

Authorized supervisors can request a listen-only monitor session for an active call. Teammates with transfer permission can join through the browser softphone when the call transport supports it.

Transfer a caller

Configure the human transfer destination in the agent settings before asking the agent to transfer. Test the handoff with a team member and verify that both caller and recipient can hear the conversation.