Granular Control of Call Information, Presence, Call and User Operations
Introduction
This guide explains how to edit a user's settings to control what other members of their department can see and do. You’ll learn how to make a user’s presence and call activity visible to their department and how to manage the actions they can perform during calls, such as picking up parked calls, barging into live calls, or sending calls to the IVR. The guide also covers how to grant or remove a user's permission to record calls and how to specify which types of calls this applies to.
Settings
From your Admin Console, go to Users. Click on the user you want to edit and navigate to the “View” option. From here, you can enable or disable any one of the following functions:
- Show My Calls
- Barge-In, Listen & Whisper
- See Presence
- See Calls
- Call Operations
- User Operations
Each function is described in more detail below.
Show My Calls
The ‘Show My Calls’ function gives you the choice to display the user’s call information to other team members. When enabled, if a user dials any number, the call information is shown to other users in their department.
Example:
User Zain has “Show My Calls” enabled and dials number +12125550150. User Liam, who is a member of Zains’s department, will be able to see the number Zain is talking to.
If disabled, call information is NOT shown to other users. Liam will only see that Zain is on a call.
Barge-In, Listen & Whisper
This permission allows you to monitor or intervene in live calls within your department. To use these features, the user must be assigned one of the following roles:
- Manager
- Owner
- System Owner
See Presence
When enabled, the ‘See Presence’ function allows the user to see the status of other members in their department.
Example:
Rana has “Presence” enabled. Rana can now see the Presence status for the Sales - Global Department.
When disabled, the user will not see any information about their department’s presence.
See Calls
With the ‘See Calls’ function enabled, users are able to see other users' calls who are in the same department as them.
Example:
Conor and Rana have the “Calls” option enabled. Cono makes an outbound call. Rana will see the call being made. If calls are disabled, Rana will just see the presence of Conor.
Call Operations
The ‘Call Operations’ function allows users to perform certain actions to control calls, including call pickup, transfer and divert, park and unpark, intercom, and control IVR.
- Pickup
- Transfer & Divert
- Park & Unpark
- Intercom
- Control IVR
User Operations
The ‘User Operations’ function allows specific roles to manage user settings and call behavior. This is only a feature for 3CX Windows Softphone.
- Set Call Forwarding: View and modify call forwarding rules for all status profiles (Available, Away, DND, Custom 1, Custom 2).
- Set Status: View and change a user’s current status (Available, Away, DND, Custom 1, Custom 2). Note that the Set Status feature is not exclusive to 3CX Windows Softphone only.
“User Operations” can also be enabled or disabled per user to control access to these features. By default, the following roles have “User Operations” enabled:
- Receptionist
- Department Administrator
- Manager
- Owner
- System Administrator
- System Owner
Recordings
From your Admin Console go to Users. Click any user and navigate to the Options menu. From here, you can control an extension’s call recordings (off, external calls only, or all calls):
- If the checkbox “Show call recording” is checked, the user’s recordings are accessible to other departments’ managers, group owners and system owners.
- If the checkbox “Allow deletion of recordings” is checked, the user can delete recordings.
- If the checkbox “Can start and stop recordings” is checked, the user is able to start and stop recording operations on an active call.
- If the checkbox “Call Recording Notification” is checked, the user will receive an email notification with the recording link, and the transcription if that is activated.
See also
Last Updated
This document was last updated on 22 June 2026