Listen, Whisper & Barge
Coaching a call while it is still running. One connection sits behind three settings for who can hear you, and moving from silent, to a word in the rep's ear, to openly on the line neither drops the call nor rings anybody again.
4 live · pick one
- You hear the call
- The rep hears you
- The customer hears you
Supervisor joins are written to the call record with who joined, when, and in which mode.
Product figures from the platform’s own defaults - not customer averages
How it works.
Pick the call, then the mode
Supervision is started from the live calls board, a row at a time. Your own extension is rung, answers itself, and you arrive already in the mode you chose rather than in a menu you then navigate.
Listen adds nothing to the call
The supervisor leg hears both sides and injects audio in neither direction. No badge appears on the rep's screen, no announcement is played to the customer, and the conversation itself is untouched.
Whisper reaches the rep only
Coaching audio is injected into the rep's own leg and does not cross into the conversation bridge, which is why the customer cannot hear it. Barge adds a second injection on the far party, and that is the entire difference between the two.
Change mode without re-dialling
Switching level opens a fresh listener at the new setting, puts it into the bridge you are already sitting in, then drops the old one. You are never rung again and the call underneath is never touched.
One moment in every call.
Every call passes through the same seven. Listen, Whisper & Barge is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Modes
- Listen, whisper and barge, switched mid-session on the same supervisor leg
- Started from
- The live calls board, per row. Not the call bar, which only switches mode
- Whisper path
- Injected into the rep's leg; it never crosses into the conversation bridge
- Barge
- Adds one further injection per far party, so the customer hears you as well
- The rep's view
- No on-screen indicator. In listen mode nothing tells the rep you are there
- The rep's call
- Not re-dialled, not held, and its own recording carries on underneath
- Permission
- Tenant admin or telephony access, checked against the call before the supervisor leg is placed
- Limits
- A supervision leg cannot itself be supervised, held or transferred
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
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Contact Center
See listen, whisper & barge on your own floor.
Thirty minutes, your numbers and your data. We will set listen, whisper & barge up live and you can decide from the thing itself rather than from this page.
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