How can we make Microsoft Teams better?

← Public

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.

272 votes
Sign in
(thinking…)
Sign in with: Facebook Google
Forgot password?
Create a password
Signed in as (Sign out)
Close
Close

We’ll send you updates on this idea

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

40 comments

Sign in
(thinking…)
Sign in with: Facebook Google
Forgot password?
Create a password
Signed in as (Sign out)
Close
Close
Submitting...
An error occurred while saving the comment
  • Anonymous commented  ·   ·  Flag as inappropriate

    +1 on this request. We would like to move our whole firm to Teams voice, the lack of this feature is the sole reason it hasn't happened yet.

  • Anonymous commented  ·   ·  Flag as inappropriate

    This would be a really useful feature and would make the decision to switch to MS teams easier to make!

  • Peter Hake commented  ·   ·  Flag as inappropriate

    Any updates on this? We have an AudioCodes. Do we know if they're implementing this in their SBC's for Teams Direct Routing?

  • John commented  ·   ·  Flag as inappropriate

    As with the others who have commented, an update would be greatly appreciated as this is a pretty basic functional requirement for any kind of telephone solution so it's baffling that Teams is still without it.

  • Anonymous commented  ·   ·  Flag as inappropriate

    A vital part of any support team when looking to train new starters and coach existing team members. Microsoft Teams need to do this if you are going to keep using Teams when we are all working back in the offices.

  • Anonymous commented  ·   ·  Flag as inappropriate

    I use MS teams all day. One of my colleagues and I catch up throughout the day not on work business, can our manager listen in?

  • Andrew Pye commented  ·   ·  Flag as inappropriate

    Looks like this was suggested sometime on or before May 10, 2019. Not a good sign over a year later. Nonetheless these are very important to us and would be super happy to see these added.

  • 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

← Previous 1

Forum Home

Reference Information for Teams

Public: Calling

Categories

Feedback and Knowledge Base

(thinking…)

More Teams Information