Barge, Whisper, Listen In
I found a similar request for Skype here (https://www.skypefeedback.com/forums/299913-generally-available/suggestions/8900035-monitoring-features-silent-monitor-whisper-bar). I haven't been able to find documentation on implementation of the following so wanted to throw it out there just in case.
1) Whisper - Managers or supervisors can tell agents what to say (advice or answers) without customer hearing them.
2) Barge In - Managers or other users can jump on a call without permission from the original user to help with a call (especially useful in call center situations).
3) Listen - Managers or other users can listen in on a call, given they have the access (QA uses extensively).
All 3 features are sometimes referred to with different names, but hopefully the concept is clear.
Alex S
shared this idea
The team is reviewing this request and will keep votes & comments in mind.
73 comments
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Bartek Kazmierczak
commented
Excellent features that are really needed in Teams.
+1 -
Mark Wrigley
commented
This would be a great addition. i wish MS would commit to adding these functions with a date.
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Martin Glenn
commented
I have agents asking for this functionality as well it is a bit of show stopper in a call centre environment.
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Martin
commented
This needs adding a standard feature, especially for people that want to use Teams like a call centre
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Thomas Vance
commented
Lack of BMW features is preventing my org from moving to Teams Voice, please implement ASAP.
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Anonymous
commented
Microsoft, please provide a status update on this feature.
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Neil
commented
Update please. Status has been "Under Review" since Feb 19, 2020. This is preventing my company from moving from an on-premise PBX to Teams Voice.
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Anonymous
commented
Is there any update on this topic?
The functionalities stated here are necessary for key telephony personas in our transition to telephony in Teams.
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Larry Vontobel
commented
are there any updates regarding these functionalities? Many clients would like to be able to use these within their companies.
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Wim Groffils
commented
also "Listen" is a great learning experience for new agents
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Anonymous
commented
This is EXACTLY what I am looking for to train new customer service reps. Please consider it.
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becky
commented
Had I known these features were not yet available in TEAMs I would NEVER have switched over. It is astounding to me that this was overlooked.
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Stephanie
commented
This is the biggest complaint and request we get from managers migrated to Teams Calling Plans - it's one of the most important training techniques used by the managers teaching new recruitment consultants here and has become even more important with home working. Please implement; even just a basic permission set would do!
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Jay
commented
Please implement these features.
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Chris Pope
commented
On our Cisco Call Manager, this is used frequently. Please implement this feature!! It will allow us to migrate more users to Teams Cloud Voice.
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Simon @ Onebyte
commented
This is a desirable feature and it blocking us from recommending Teams to all of our customer base.
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Jarad
commented
Please implement!
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James
commented
Any update on this?
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Tony Paladino
commented
@Jeff Bennett almost all corporate phone systems have these features, they are just typically not turned on outside of a call center type setting.
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Eric
commented
Over a year and no updates.........