Solved Coaching/Intercept call

[Nguyen Tien Quan]

Hi all,

My customer support (CS) team request for a kind of coaching/intercept call:
1. Customer call CS to support.
2. CS staff received call and is answering customer question
3. If CS manager/leader need, she can join the conversation to listen undetected
4. The conversation is recorded by default.

I tried to study 3CX document but don't found any guide for that similar feature. May any body help to guide me?

Thank you,

 

[cobaltit]

You are looking for Barge-In/Listen/Whisper. This is only available in the Pro/Enterprise editions

 

[Nguyen Tien Quan]

Thanks Cobaltit, great.

We have Enterprise version. And I have just tried the Barge-in/Listen/Whisper feature.

It worked good. I'm studying how to limite the right to listen on some extension conversation. We don't want the CS manager can listen another dept's call.

 

[NickD_3CX]

Thanks Cobaltit, great.

We have Enterprise version. And I have just tried the Barge-in/Listen/Whisper feature.

It worked good. I'm studying how to limite the right to listen on some extension conversation. We don't want the CS manager can listen another dept's call.

What you need to do is split the Extensions/Users into separate Extension Groups, so the CS Manager + the Department Users would go into a new Group.
Then, you would give the CS Manager the rights only in this group. Then they shouldn't be able to perform this operation to users of other Extension Groups.

 

[Nguyen Tien Quan]

Hi NickD_3CX,

Thank you for your advice. It's completed