This guide will walk you through how to use the Audio Monitoring, Barge-In, and
Whisper feature through the phones dial pad.
The following must be enabled in order to use these features:
1. The User must be Call Center Supervisor or Above
2. The User must have a desk phone or Webphone to allow for the feature to work
Audio Monitoring (Listen Only):
This Feature allows users to listen in on the call between the Agent and the caller on
the other end.
1. From your Device dial 088 + extension number
2. The Call will connect and the prompt will say Thank you!
3. You are now listening in on the call and can hear the conversation
Barge-In:
This features allows the Supervisor to take over the call from the agent and speak to
both the agent and the customer:
1. From your Device dial 088 + extension number
2. The Call will connect and the prompt will say Thank you!
3. You are now listening in on the call and can hear the conversation
4. Next Dial *52 to barge in, you will now be able to communicate with both parties
Whisper:
This features allows the user to speak only to the agent to relay messages without
the customer hearing the Supervisor:
1. From your Device dial 088 + extension number
2. The Call will connect and the prompt will say Thank you!
3. You are now listening in on the call and can hear the conversation
4. Dial *53 and you will now be in whisper mode
To leave any of the follow modes please hang up your call, and redial the extension if
needed.