Listen Icon Not Showing for Some Calls after setup Monitioring in Zoom Phone System Management

Hi Zoom Community,

I'm currently managing a Zoom Phone setup and have configured a Monitoring Group to allow certain users to listen to calls from both User & Common Areas and Call queues.

The issue I'm facing is that the "listen" icon does not always appear for some calls, even though the monitored user is actively on a call, either through their direct extension or flow from a call queue.

Here's what I've checked:

• Monitoring privileges are assigned correctly.

• Users and common areas are properly added to the Monitoring Group.

• The call queues involved are also included in the monitoring setup.

• Licenses are Zoom Phone Pro

• Zoom App version: Version 6.2.0

Has anyone else experienced this issue? Are there specific call scenarios where the "listen" icon is intentionally unavailable?
Any advice or clarification would be greatly appreciated.

Thanks in advance!