Listen in on calls from beginning of call

[Topper]

Hello,

We use the call listening feature to improve our services.

But the agent who is listening in on the calls cannot hear the start of the call because he has to click 'Listen' and then the call will be made to him, this costs time so he misses the beginning of the call thats taking place.

Is it possible to get the full conversion from the call which is listend to?

 

[Charles_3CX]

To answer your question then, im afraid this is how the feature works, the Barge_in feature will call the person who is performing this operation and they will need to answer the call to listen in.

 

[jed]

But the agent who is listening in on the calls cannot hear the start of the call because he has to click 'Listen' and then the call will be made to him, this costs time so he misses the beginning of the call thats taking place.

Is it possible to get the full conversion from the call which is listend to?

EPOS (eg. SDW Headsets) does have a function, where you can listen in for as long as the Phoner doesn't hang up the headset. You simply join your headset to the Phoners Base, and you can listen in - of course this will require that you are within DECT reach of the Phoner base. This is much used in our area, for training and quality.

 

[SweetAction]

EPOS (eg. SDW Headsets) does have a function, where you can listen in for as long as the Phoner doesn't hang up the headset. You simply join your headset to the Phoners Base, and you can listen in - of course this will require that you are within DECT reach of the Phoner base. This is much used in our area, for training and quality.

Jabra and Plantronics do as well, in case those headsets are used.

I have to check on my Yealink demo unit, but I wouldn't be surprised to find it there as also.