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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.

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Alex S shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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  • Simon Dudderidge commented  ·   ·  Flag as inappropriate

    Direct Routing with Teams will do this as mentioned previously but also, Fusion Teams with Charterhouse Voice & Data (Microsoft Partner) also offer physical Integration with Microsoft Azure and therefore Teams to offer full Contact Centre Functionality but with a Teams front end. There are a few options. Drop me an email if interested.

  • Jesse Wellner commented  ·   ·  Flag as inappropriate

    I'm a 365 customer (company size 50 employees) and Teams is fast becoming a significant tool for daily ops. We use RC for our phone system and would prefer to consolidate. However, my sales team won't transition w/o a call monitoring/whisper/barge in feature. In RC this is done through what they call the HUD and my national sales manager deems it an essential feature.

  • greg commented  ·   ·  Flag as inappropriate

    once barge/monitor/whisper is implemented we will be making the switch to 365 business voice. Hopefully this can happen soon

  • Chris Loope commented  ·   ·  Flag as inappropriate

    We get a lot of requests since going work from home and moving everyone to Teams Cloud Voice as part of our training programs. We are not a call center, but could really utilize this as a service.

  • Alvaro Rivas commented  ·   ·  Flag as inappropriate

    This feature is considered key to our upper management training and development initiatives and was a major driver in choosing our last Viop solution

    We are currently piloting Teams with intent to roll as our VoIP solution

    Has there been any decision made yet as to whether this feature will ultimately be released?

  • Anonymous commented  ·   ·  Flag as inappropriate

    Another plus one for these features! Have some customers in mind that would need these features before i can make a solid case for Teams!

  • Ron Tanner commented  ·   ·  Flag as inappropriate

    We do this for external calls only with the Voice Elements direct routing SBC. A supervisor that wants to listen in can select a teams user that is talking to an end customer. They can "Listen", "Coach", or "Join". The calls have to be inbound or outbound through the direct routing interface. It does not work on internal Teams calls within a tenant or with the Microsoft Calling Plans.

  • Adam Johnson commented  ·   ·  Flag as inappropriate

    This would be an excellent feature to have available in a call centre or service desk environment, please add it to the roadmap.

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