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.
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.........
My company is considering uplifting from E3 to E5, to move to the Phone System. However, we need this feature so might be forced down another route. Any update would be appreciated.
Any update on these features?
Chris Chandler commented
As new user of teams with 65 employees, it is an essential function that I am so surprised is missing and with no proposal to resolve. Is there a 3rd party add in that could be utilised until you develop?
This is available with Zoom Phone.... Any word if this will be added to Teams?
Michael Grolle commented
Any update on these features? For one of my customers this is a make or break option. Maybe a 3rd party option? Please let me know. I do not see any updates on this since 2/2020.
Joe Griffith commented
Would love for this feature to be implemented into Teams, as more and more businesses are migrating their telephony services to teams these options are integral for operations purpose's for several teams within our organization.
Jeff Bennett commented
Not to be a negative Nelly and i get the business case behind this. But how do you also meet the legal prohibition on wiretapping and eavesdropping?. There is certainly a reason why an employer should be able to.listen to some calls (e.g. call center) but teams is used in a wide range of situations and even in a call center scenario, there are some calls where privacy is still expected.
David Yacouel commented
We are waiting for the Barge feature for a while and it seems like it has been pushed back due to other new priorities. So we are pursuing other vendors, which complicates our solution and weakens the Teams offering, performance, and user experience.
It would be great if Microsoft picked it up soon, but almost a year with no attention to this here, not a good sign. Please vote up !
Chris Loope commented
I have seen some evidence of third parties attempting to create these features as an add-on. Landis Technologies and AudioCodes SmartTAP 360 are both options we are looking into. Would rather the feature be native in Teams, but no movement on this request so ....
This is a pivotal feature when trying to train new hires and achieve a great level of customer service!
Anon Y. Mous commented
We need this urgently. It's basic PBX/Call Center functionality that I'm surprised has been overlooked. Can someone from Microsoft jump in here and provide an update?