Three unique features are enabled when the Barge-In license is activated. Silent Monitoring, Agent Whisper and Supervisor Barge-In are made available as enhanced features for authorized users on the IP PBX.
- Silent Monitoring: Supervisors are able to listen in on calls by dialing *91+extension number with no audible notification to the Agent or incoming caller.
- Whisper Mode: Supervisors are able to listen in on calls and advise Agents on what to say to the incoming caller. Supervisor's comments are only heard by the Agent. The Supervisor can activate Whisper Mode by dialing *92+extension number. The Agent dialed will hear an audible tone to notify them that their Supervisor has joined the call.
- Supervisor Barge-In: ACD Supervisors are able to join established calls and have three-way calls by dialing *93+extension number. All call participants will hear an audible tone to notify that another party has joined the call.