Barge, Listen-In, and Whisper
This article provides instructions for using the Barge, Listen-In, and Whisper features within the Manager Portal, allowing supervisors and managers to monitor and interact with active calls.
Scope
This documentation will show you how to Barge, Listen-In, and Whisper into a call.
Requirements
Office Manager Access to the Manager Portal or higher
NOTE:
- Call Center Supervisors may listen in only to calls from users in call queues.
- Resellers and Super Users may only listen in to calls on their own domain.
Listen In on a Call
For Call Center Supervisors, see the Call Center Steps below.
Office Manager & Reseller Steps
- 1
Log in to the Manager Portal.
- 2
Navigate to Home.
- 3
Go down to Current Active Calls and select the Listen In icon next to the desired call.
- 4
A call to your devices will initiate automatically, and a popup will appear on the right corner of the manager portal.
For Call Center Supervisors
- 1
Log in to the Manager Portal.
- 2
Navigate to Call Center.
- 3
Under the Agents list view, select the Listen In icon next to the desired user.
- 4
A call to your devices will initiate automatically, and a popup will appear on the right corner of the manager portal.
Barge into a Call
- 1
Using the pop-up from the above steps, click Join Call to speak to both parties.
Whisper
- 1
Using the pop-up from the above steps, click Whisper to speak to only one party.
NOTE: Whisper only works for the side that is on the phone system. You may only whisper to both sides on an extension-to-extension call.
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