Listen in, Whisper, and Barge Features

Administrators are able to utilize our Listen-in, Whisper, and Barge features for quality assurance monitoring of their team as needed.

To use this feature, you can select the Team page, and then select Dial Sessions:

Agent's account status will be listed as inactive or active when in a dial session.

When an agent is in a dial session you will be able to select the Listen button to the right of their name to monitor their dial session.

While you are monitoring an agent's dial session, the agent will not have an indicator that you are monitoring the dial session.

Whisper can be used to talk directly to the Agent without the Contact hearing.

Barge will allow you to talk to both the Agen and the Contact. 

After activating any of these features you will see a Stop button to disconnect:

Note:

State and federal eavesdropping laws may apply to your use of PhoneBurner's listen-in and/or whisper-coaching feature. Some of those laws require consent of all parties to the call. By activating this feature, I am agreeing to comply with any applicable federal and/or state laws and regulations concerning the listen-in and/or whisper-coaching feature, including any laws or regulations that require consent before someone may listen in to a call. I further understand and agree that I am solely responsible for understanding and following these laws and regulations. I agree to indemnify {$system_name} for any liability that arises as a result of my failure to follow these laws and regulations.

PhoneBurner does not provide, and the above information should not be considered, legal advice. We suggest that you consult with an attorney regarding the laws applicable to your use of PhoneBurner's listen-in and/or whisper-coaching feature.

It is highly recommended that you alert your team that their conversations can be overheard for coaching and administrative purposes. Please note that the feature is active for their entire duration of the session. Unless their microphone is muted, conversations in-between calls may be overheard as well.