Telephone call monitoring and whisper mode
Let a manager join an active telephone call and speak privately to the operator.
What it is
Join in Whisper Mode lets a manager coach the operator during a telephone call. The manager joins the existing call with speech directed privately to the operator. The caller does not hear the coach's whisper audio.
Who uses it and why
- Supervisors with the Manager role give live guidance during an operator's call.
- Operators receive advice while continuing their conversation with the caller.
Where to find it
Open an active telephone conversation or the relevant operator view and use Join in Whisper Mode, shown with the whisper icon. Coaching is an action on a live call, rather than a separate Settings page.
How it works
- Find the active telephone call you want to coach.
- Select Join in Whisper Mode.
- Answer the browser voice connection when invited into the call.
- Speak to the operator through the private coaching connection.
The voice console displays who joined in Whisper mode. The coaching connection is an additional participant and does not transfer the conversation to the manager.
The private audio is directed at the operator who is currently handling the call. The caller and operator continue their own conversation while the manager provides guidance.
Configure it
With Settings or Manager and the required operator permissions, open Settings › Account › Operators. Give the supervisor Manager and Voice access within your management scope. Their browser must be ready for voice calls, with microphone permission and usable audio devices.
There is no separate website coaching switch verified for this release. The call must already have a connected operator for the coaching action to have a recipient.
Permissions
| Permission | Lets you |
|---|---|
| Manager | Join a telephone call as a coach using Whisper Mode. |
| Voice | Use the browser voice connection required to participate in telephone audio. |
Limits and good to know
- Caller hold is disabled for the coach in the voice console.
- Coaching uses a live operator connection. If that operator disconnects or the call transfers, check that coaching is still connected to the intended person.
- The normal invitation acceptance timeout also applies to the coaching connection. Its standard value is 30 seconds unless changed for the website.
- Whisper Mode does not imply that separate listen-only or barge-in modes are available.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Manager access controls the coaching action.
- Operator telephone audio setupRequires
The manager needs a working browser voice connection.
- Voice call controlsRequires
Whisper Mode joins an existing telephone conference with an active operator.
Used by
- Voice call controlsEnhances
A manager can join the active operator privately in Whisper Mode.
FAQ and troubleshooting
Why can I not join as a coach?
Check that you have Manager access and a working browser voice connection. The selected telephone call must still be active with an operator connected.
Can the caller hear the coaching?
The coach's whisper audio is directed to the operator, rather than the caller.
Does joining make me the conversation owner?
No. You join as a coach. Conversation ownership remains separate from conference participation.
Why can I not put the caller on hold as a coach?
The console disables caller hold for a participant in Whisper Mode. The operator handling the call controls the caller's hold state.