How To: Audio Monitoring

Objectives

This guide walks you through using Audio Monitoring (Listen), Barge-In, and Whisper from your phone's dial pad.
 

User Context

• I want to listen in on the call between the Agent and the caller 
• Audio Monitoring, Barge In, and Whisper w/o Portal access
   

Eligibility

• The user must be a Call Center Supervisor or above.
• The user must have a desk phone or WebPhone.
• The extension you're monitoring must be on an active call that isn't on hold.
   

Procedure

Audio Monitoring (Listen Only)

Listen in on the call between the agent and the other party.

1. From your device, dial 088 + extension number 

   EXAMPLE: 0881000

    
2. The call connects, and the prompt says "Thank you!"

You're now listening to the call. Neither party can hear you.

Whisper

Speak only to the agent, for example, to relay a message, without the other party hearing you.

1. Start monitoring with 088 + extension number.
2. Once you're listening, dial *55.

You're now in whisper mode. The agent hears you, but the other party doesn't.

Barge-In

Join the conversation and talk to both the agent and the other party.

1. Start monitoring with 088 + extension number.
2. Once you're listening, dial *53.

You're now in the call, and both the agent and the other party can hear you.

Switching Modes

You can switch modes at any time during monitoring:

• *54 goes back to listen only.
• *55 switches to whisper.
• *53 switches to barge-in.

To stop monitoring, hang up.
 

Related Information

Feature codes

Escalation Information

Change Log