Objective
Use dial codes for Barge-Monitor-Whisper (BMW).
Applies To
Procedure
Monitor
A third party (Supervisor) silently monitors a normal
2-party call originated on or answered by an 8x8 PBX User (Agent) on a
conversation with an external party (Customer). No audible sound would alert
the agent or the customer that the conversation is being monitored. The
supervisor is muted. The privilege to monitor calls (with or without a warning
tone) can be granted to the supervisor by the PBX administrator.
Press *22 or *BA.
Press Dial or Call.
At
the prompt, enter the extension # you want to monitor. You may be prompted
for a access code.
Enter
the access code to begin monitoring.
Whisper
A supervisor silently monitoring a call between an agent and
a customer can privately speak to the agent, without the customer hearing the
discussion. When the whisper feature is activated, the supervisor can begin
speaking to the agent. This is one-directional audio from supervisor to agent.
The customer will not hear the whisper. Both supervisor and agent can hear the
customer.
To
Whisper to the agent that you are already monitoring, dial *9 or *W.
To
exit the whisper, mute the supervisors audio and revert to silent monitor
mode, press *6 or *M.
Barge
A supervisor who is silently monitoring a call decides to
enter the conference bridge, joining what then becomes a full 3 way conference
call, where all 3 parties can hear each other. When the supervisor enters the
call, a barge tone is played to alert all 3 parties.
To
Barge into and join the call that you are already monitoring, dial *5 or *J.
To
exit the barge and revert to silent monitor mode, press *6 or *M.
Barge Direct
A supervisor can also barge directly into a call without
monitoring first. This facilitates instant collaboration.
Dial
*23, then dial extension number. You are now immediately in a three-way
conference call with the active call.
You
can also create a speed dial with *23ExtensionNumber.
Additional Information
Hitting any character on your DTMF would bypass the
instructional announcement in the IVR when initiating a new mode.