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.
The team is reviewing this request and will keep votes & comments in mind.
Bartek Kazmierczak commented
Excellent features that are really needed in Teams.
Mark Wrigley commented
This would be a great addition. i wish MS would commit to adding these functions with a date.
Martin Glenn commented
I have agents asking for this functionality as well it is a bit of show stopper in a call centre environment.
This needs adding a standard feature, especially for people that want to use Teams like a call centre
Thomas Vance commented
Lack of BMW features is preventing my org from moving to Teams Voice, please implement ASAP.
Microsoft, please provide a status update on this feature.
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.
Is there any update on this topic?
The functionalities stated here are necessary for key telephony personas in our transition to telephony in Teams.
Larry Vontobel commented
are there any updates regarding these functionalities? Many clients would like to be able to use these within their companies.
Wim Groffils commented
also "Listen" is a great learning experience for new agents
This is EXACTLY what I am looking for to train new customer service reps. Please consider it.
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.
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!
Please implement these features.
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.
Simon @ Onebyte commented
This is a desirable feature and it blocking us from recommending Teams to all of our customer base.
Any update on this?
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.
Over a year and no updates.........