Call Monitoring - Admin Guide Follow
Call Monitoring Features: Admin users now have the ability to use the following dialer features
- You must have the new "Call Monitoring" permission enabled to use this feature.
Features:
Join Call:
This will connect you to the agent + open up the record they are speaking to.
Listen:
This will allow you to hear the conversation between the agent and the contact.
Whisper:
This will allow you to talk directly to the agent only, the contact will not be able to hear your voice.
Barge:
This will allow you to talk directly to the agent and contact, coming into the call as a 3rd person.
Take Over:
This will allow you to take the call away from the agent. The agent will be dropped and only you and the contact will be connected.