Listen, whisper, barge in

Listen in on a colleague's call from the softphone's directory, whisper a reply to them without the customer hearing, or join the conversation.

At a glance

How it works

The eye-shaped button only appears on a row if three conditions are met: your account has the right to supervise, the colleague accepts being supervised, and it isn't you yourself.

Clicking the eye unfolds the three modes. Listen starts on the first click: it's inaudible from within the conversation. Whisper and Barge in require confirmation, because these two actions can be heard: the other party knows a third person has joined. The first click replaces the label with Confirm, and switching targets cancels what was armed.

Choosing a mode dials the matching code followed by the extension. So nothing stops you from dialing *60 then the extension directly on a phone's keypad: the result is the same.

Both permissions are checked again by the server at call time. If either one is missing, a message announces it and the call is hung up. Hiding the button is therefore not the only safeguard.

Steps

1. In the portal, open the supervisor's record, Supervision section, and check **This user can supervise other users by calling *60xxx (xxx = user to supervise). Then Save**.
2. Open the record of each person who can be supervised and check This user can be supervised. Then Save.
3. In the softphone, open the Directory tab. The command bar acts as a filter: type a name or number to narrow the list.
4. On the colleague's row, click the eye-shaped button.
5. Choose Listen, Whisper or Barge in.
6. For the last two, click Confirm a second time.
7. The call goes out, labeled with the mode and the supervised person's name. Hang up like an ordinary call when you're done.

If it doesn't work

The eye doesn't appear on any row in the directory. Your extension doesn't have the right to supervise. Have the checkbox in the Supervision section checked on your record.

The eye is missing on one specific colleague. Their record doesn't have This user can be supervised. checked. You also never see it on yourself: supervising your own extension makes no sense.

I clicked Whisper and nothing goes out. The first click only arms the action: the label has become Confirm. Click it a second time. If you switched colleagues in between, the arming was cancelled.

The dialed code ends right away with a message. One of the two permissions is missing. They're checked again at call time, not when the screen was drawn: a checkbox unchecked since then makes supervision fail even if the button was still shown.

The supervised person wasn't in conversation with anyone. Supervision hooks into an ongoing conversation. If the targeted extension has no call, there's nothing to listen to.