---
title: "Monitoring Hardware phone agents"
slug: "supervisor-workflows-monitoring-hardware-phone-agents"
description: "For contact centers that use hardware phones or third-party softphones, supervisors can perform manager actions by entering codes using their dial pad. Feature Access Codes"
tags: ["Agent Panel", "barge-in", "feature access codes", "hardphone", "hardware phone", "intercept", "monitor", "silent monitoring", "Softphone", "terminate", "third-party phone", "whisper coach"]
updated: 2025-09-24T15:44:02Z
published: 2025-09-24T15:44:02Z
canonical: "docs.voiso.com/supervisor-workflows-monitoring-hardware-phone-agents"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Monitoring third-party phones

**Who should read this article**: Supervisors

For contact centers that use hardware phones or third-party softphones, supervisors can perform manager actions by entering codes using their dial pad.

## Introduction

If your contact center uses a Hardware Phone or third-party softphone instead of the Voiso WebRTC Softphone, you can dial codes that enable you to engage with a call being handled by an agent.

          Important

          

To use this feature, your user account must have the **Allow Feature Access Code** option enabled. Talk to your administrator to determine whether the feature is enabled for you and what the access codes are.

The following manager actions are available using the Feature Access Code function:

| Function | Description |
| --- | --- |
| [Silent Call Monitoring](/v1/docs/supervisor-workflows-agent-zoom#silent-call-monitoring) | Listen to a call without distracting the agent. |
| [Whisper Coaching](/v1/docs/supervisor-workflows-agent-zoom#whisper-coaching) | Help agents during a call without the contact hearing the supervisor. |
| [Call Barging](/v1/docs/supervisor-workflows-agent-zoom#call-barging) | Join a live call and converse with both the contact and the agent. |

For more information about agent call management, refer to [Managing agents and calls](/v1/docs/supervisor-workflows-agent-zoom#managing-agents-and-calls).

## Monitoring an agent using a third-party phone

You can monitor agents who use third-party hardware phones or softphones instead of the Voiso **Agent Panel** to handle calls.

Your administrator sets up the **Feature Access Code** functionality with special codes that you can use to silently monitor a call, whisper coach an agent without the contact hearing you, or barge into a call.

Your administrator configures a unique code for each manager action. Ask your administrator for a list of codes. The pattern for a feature access code is as follows:

*<code>*<agent extension>

To use an access code to monitor an agent, follow these steps:

1. Log into your Voiso account.
2. Click your username in the Voiso navigation bar to display the **Agent Panel** or **Agent Workspace**.
3. Dial the access code followed by the agent's extension. For example: *22*<agent extension>.  

![Supervisor Guide Hardware Phone Dial Code](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Hardware%20Phone%20Dial%20Code.gif)
4. Monitor the call, whisper coach the agent, or barge into the call, depending on the code you dialed.
5. Click **End** to stop managing the call.

A physical telephone connected to a contact center's phone network. In contrast to a softphone like the Voiso Agent Panel, hardware phones have limited capabilities. They are best suited to situations where you want to limit agent access to your system.

Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone.

A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection.

## Related

- [Agent Zoom](/supervisor-workflows-agent-zoom.md)