Barge in, Listen or Whisper

Discussion in 'Ideas' started by viraltechnology, Oct 27, 2017.

Barge in, Listen or Whisper 5 5 6votes
5/5, 6 votes

  1. viraltechnology

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    We discovered that once you listen in a call you can not change that to Whisper or even barge in. I would like to see some way to change that. If a supervisor is listening in and heres a troubled employee they can not take charge of the call or even whisper to the rep to correct thier action after choosing listen. I think there should be some way to Whisper to the rep or even Barge in and take over the call if something is heard when you listen in to the conversation.
     
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  2. Silly English Kniggit

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    Currently this is limited to one barge / listen / whisper per call. This was introduced recently to work around a bug, but is not a good solution. Customers don't understand or like this limitation, and neither do we as 3CX users ourselves. Would like to see these restrictions removed and the problem fixed properly. For reference - we've had sales leads who want the ability for 20 people to all barge / listen / whisper the same call at the same time.
     
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  3. MarcoSavino

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    We also received some complaining from our customers about the impossibility to switch from "listen" to "whisper" or to "barge in".
    Many queue manager are asking about this feature in order to properly coach call center's operators.
     
  4. Brian Buell

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    This is not an Idea... this is a bug and it needs to be fixed.
    A manager NEEDS to be able to switch from from any of the options. Listen > Whisper > Barge.
     
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  5. 3cxBora

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    What is the differences between Barge vs Whisper vs Listen? Is there any documentation on this? Thanks.
     
  6. Saqqara

    Saqqara Well-Known Member

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    Listen: Monitor an agents call. The manager can hear both the agent and client channels, but no-one can hear the manager.

    Whisper: Whisper to the agent. The manager can hear both the agent and client channels, and the agent can also hear the manager, but the client can only hear the agent, hence “whisper.”

    Barge: Barge in on both channels. The manager channel is joined onto the agent and client channels, and all parties can hear each other.