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Barge in, Listen or Whisper

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

Barge in, Listen or Whisper 5 5 10votes
5/5, 10 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.
     
    MarcoSavino likes this.
  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.
     
    accentlogic likes this.
  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.
     
  7. Peter Richardson

    Peter Richardson New Member

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    That would be a brilliant feature if it could be done! The ability to have multiple people listening (for training purposes), and also the feature of allowing a manager to switch from listen/whisper to barge in when they hear the agent say "let me get my manager on the line" or something, that would be very useful. Otherwise, what is the procedure? Does the manager need to hang up and initiate the call again with the different mode?
     
  8. Terence Davis

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    Can anyone help me on how to access these features on our system ?? I can't locate any instructions
     
  9. Peter Richardson

    Peter Richardson New Member

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    It's accessed from the application on your pc or Mac. Do you have it installed? But you must first enable it for each extension under extensions -> rights. You must also have at lease a Pro version. Let us know how you go.
     
  10. Terence Davis

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    Awesome - thanks - I have it now
     
  11. J_Beniston

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    I have the rights set up on my account to be able to barge in but i have no option to do this in the Windows app, what have i done wrong?
     
  12. Terence Davis

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    You need to do it from reception view J_Beniston. Open that per the image attached...

    Then right click on the call after the call has been initiated - you will find the barge option there....
     

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  13. J_Beniston

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    Thank you!
    Will this work for Listen command also?
     
  14. Terence Davis

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    Correct - listen, barge and whisper are all accessed via the same location
     
  15. J_Beniston

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    I re checked my rights for Barge, they are there.
    When looking at the Reception view and right clicking on an operative as described I have no option for Barge, Listen or Whisper.
    The agent i try to listen to is part of a call queue, would this make a difference?
     
  16. Terence Davis

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    Not sure that I understand exactly what you mean "The agent i try to listen to is part of a call queue"

    If it looks similar to the image attached, you should be able to right click on the call that you want to listen in on, and find the barge, listen, whisper options there....
     

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  17. Peter Richardson

    Peter Richardson New Member

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    are you clicking in the right spot? you barge in or listen to an active call, not a user / operative.