How to Barge, Listen-In, and Whisper on Calls in the Manager Portal

Barge, Listen In, and Whisper

Scope

Intended Audience: All End Users

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

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