Call Barge
Call Barge-in allows a third party to barge or “takeover” an active call between two parties. Typically, this third person is either a call centre manager or a a co-worker who needs urgent assistance on a call. The permissions to jump into calls and listen to conversations may be legally restricted in certain countries; please use extra caution here.
To Setup:
- For the extension that performs the barge, ensure the permissions are set to which extensions they are permitted to barge into.
To activate:
- To barge-in during an active call, dial *81 followed by the extension number of the party you want to barge into. (e.g. *81500 will barge/takeover the active call on extension 500)
Whisper/Teach
Call Teach mode allows a third party to become active on a call with only one of the parties knowing. This is typically useful in a call center when a trainer wants to offer tips to a new agent without the customer knowing.
To Setup:
- For the extension that performs the whisper/teach, ensure the permissions are set to which extensions they are permitted to whisper to.
To Activate:
- During an active call, initiate the whisper by dialing *82 followed by the extension number of the recipient. (e.g. *82500)
Listen In
In Listen-In mode, a third party can listen in to an active call without being detected by the other parties. The two parties speaking to each other are not aware of the listen-in. This allows call center supervisors to monitor a call for the purposes of compliance and improvement.
To Setup:
- For the extension that performs the listen-in, ensure the permissions are set to which extensions they are permitted to listen to.
To Activate:
- Dial the *83 star code followed by the extension number (e.g. *83500)
Call Recording
For full details on call recording, please visit this link
May listen to automatic recordings of the following accounts
This feature enables an extension to listen to the automatic recording set on all the accounts listed on here. It can be heard by using the star-code *58.
Can see all recordings
If this flag is turned on, the extension will see all call recordings of the domain. This is useful for managers.