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Listen, Whisper, and Barge

This article explains how to use the Listen, Whisper, and Barge functions in built-in CommPeak Softphone, allowing managers to monitor and interact with agent conversations.

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Use the Listen, Whisper, and Barge options directly from CommPeak Softphone. These actions allow the manager to listen to agent conversations and talk to the agent or both parties.

Call controls in the CommPeak Softphone function similarly whether you are working in PBX Stats, or the Dialer and Cloud PBX. The difference lies in the numbers you need to dial on the keyboard.

PBX Stats

To start whispering:

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NOTE

*222 is the default prefix. You can contact support if you wish to use different digits.

  1. Dial *222 followed by the agent extension number. You will be connected in the Listen mode. In the example below, 101 is the agent's extension to whose conversation the manager wants to connect.

    Screenshot of the **Listen** mode screen

    Listen mode screen

  2. To switch to other modes, click on the keyboard icon. You will see the keyboard on the screen, and then you can press the following numbers:

  • 5 to switch to the Whisper mode and talk to the agent

  • 6 to switch to the Barge mode and talk to both the agent and the customer

  • 4 to switch to the Listen mode again and listen to the conversation.

    Screenshot of the dialpad during an active call

    Dialpad during an active call

    You will hear a voice notification that the chosen mode is activated.

  1. When you're done, you can click Dial and then click the red button to end the call.

    Screenshot of the screen with a call in the **Listen** mode

    Call in the Listen mode

    Please look at an article about using these actions from the Realtime page in PBX Stats.

Dialer and Cloud PBX

Perform the following steps to start whispering:

  1. Dial *15 followed by the agent extension number. For example, dial *151010 to whisper to the agent with the extension 1010.
    If you have permission to whisper and speak with the agent and customer side, the call is answered. You will be connected in the Listen mode.
  2. To switch to other modes, click on the keyboard icon. You will see the keyboard on the screen, and then you can press the following numbers:
  • 1 to switch to the Whisper mode and talk to the customer
  • 2 to remain in the Whisper mode and talk to the agent
  • 3 to switch to the Barge mode and talk to both the agent and the customer
  • 0 to release and listen to the conversation.

You will hear a voice notification that the chosen mode is activated.

  1. When you're done, click Dial and then the red button to end the call.

Please look at an article about using these actions from the Realtime page in CommPeak Dialer.

Updated 4 days ago