---
schema_version: "1"
id: 5290e8ab1b21682483710c8e2ac35c5e0b4502c45b48968f43f4587f4bf9c04d
title: Enable Call Monitoring
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/voice_enable_monitoring.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.voice_enable_monitoring.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bd639b960ce5205b9b1faf22dbc9e634f1d7a1cc901da169b9e91cbc86d498ca
description: Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings page in Setup, then create a permission set with the Access Dialer Monitoring permission and assign it to managers.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# Enable Call Monitoring

Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings page in Setup, then create a permission set with the Access Dialer Monitoring permission and assign it to managers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <p>Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, and
                <strong>Unlimited</strong> Editions
              </p>
              <p style="margin-bottom:0;">Sales Dialer is available for an additional cost as an add-on
                license.</p>
            </td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d77504e74">User Permissions Needed</th>
          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">To enable Dialer features:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">Customize Application</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">To enable Call Monitoring:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">View Setup and Configuration, View Roles and Role Hierarchy</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">To use Call Monitoring:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77504e74 ">Access Dialer Monitoring, View Setup and Configuration, View Roles and Role
              Hierarchy</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_important.png)

Important Sales Dialer is scheduled for retirement. No new features or enhancements are being added to Sales Dialer. Information regarding formal end-of-life for features is posted on [Salesforce Active Product & Feature Retirements](https://help.salesforce.com/s/articleView?id=000381744&type=1&language=en_US).

To use telephony features directly in Salesforce, we recommend that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the telephony features that you love and more. See [Get to Know Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_getting_to_know.htm&language=en_US).

Your org must have role hierarchy set up to use Call Monitoring.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_note.png)

Note You can only monitor users that are one level below you in the role hierarchy.

You can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and manager.

If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording upon request.

Call Monitoring is not supported in Salesforce Essentials.

Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring permission sets without using permission set groups.

1. From Setup, enter Dialer Settings in the Quick Find box, then select **Dialer Settings**.
2. Enable Call Monitoring.
3. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**.
4. Click **New**.
5. Enter a name for the permission set.
    
    Naming it Call Monitoring makes it easy to identify.
6. Click **Save**.
7. Click **App Permissions**.
8. Click **Edit**.
9. Select **Access Dialer Monitoring**.
10. Click **Save**.
11. From Setup, enter Users in the Quick Find box, then select **Users**.
12. Select a manager who you want to grant Call Monitoring to.
13. In the Permission Set Assignments related list, click **Edit Assignments**.
14. Assign the Call Monitoring permission set.
15. Click **Save**.
16. Repeat steps 12–15 for other managers you want to grant Call Monitoring access to.