Monitoring Features - Silent Monitor, Whisper, Barge In
Competing Hosted PBX supports some basic features critical to Sales and Support teams:
1) Silent Monitor - Managers can listen live to agents as they talk to customers
2) Whisper - Managers can tell agents what to say (advice or answers) without customer hearing the manager
3) Barge In - Manager can be made audible to both agent and customer on call
These are basically expanded logic for conference calls. If these features could be added and some basic permissions added for which groups can monitor who, it'd be an excellent feature and help give parity against competing PBX platforms.