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

[LIHUA]

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!

[Eliot]

hi @LIHUA 

Zoom App version 6.2.0 is not a current version.  Suggest you update to 6.4.12 for windows, mac and linux, 6.4.11 for android and 6.4.10 for ios.

Release notes for the Zoom Workplace app

Please also see zoom support article for setting up call monitoring.  Please note that you must set up who can monitor and whom is permitted to be monitored.

Setting up call monitoring

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot