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.