Call Monitoring, Call Whisper & Call Barge for Live Calls | Telzio

Call monitoring is a contact center tool included in modern cloud phone systems that allows managers to listen to live calls, coach agents without customers hearing them using Call Whisper, or join conversations using Call Barge to speak with both parties on the call.

Call center monitoring and agent performance are enhanced with Telzio's cloud-based call monitoring features for contact centers and remote teams. In addition to recording calls for playback later with unlimited storage from Telzio, managers can also monitor calls live while conversations are happening. Managers can take advantage of contact center tools like Call Whisper and Call Barge, which enable training on customer service calls in real time.

Managers can start monitoring an agent call instantly, no matter where the agent is located, making call monitoring ideal for remote and distributed contact center teams. This gives your business more flexibility and quality assurance with remote agents.

With our live call monitoring tools, managers can provide hands-on training to call center agents, and ensure quality control. Agents are able to receive hands-on training during live phone calls, helping improve service quality and ultimately leading to higher customer satisfaction.

Using Call Whisper, a manager can join a live call and coach the agent without being heard by the customer. Managers can also barge into the live call, allowing both the customer and agent to hear them when direct support is needed.

With your Telzio phone system, these call center software features are included at no extra cost.

• Call Monitoring
• Call Whisper
• Call Barge
• Call Recording
• Call Screening
• Live Reports

In this article, we’ll explain how each feature works.

Use Call Whisper for Coaching

Call Whisper is a call center feature that enables managers to speak to the agent on a live call without the customer hearing. Call Whisper can be an effective hands-on training tool to get new hires up and running. It’s like a safety net. Agents can start fielding calls and a manager can be on standby to ensure the customer’s needs are met. It serves the purpose of training and quality assurance.

Use Call Barge for Hands-On Support

Call Barge is a call center feature that enables managers to barge into a live call to speak to both the customer and the agent. Barging into a call may be necessary when the customer service issue is beyond the agent’s realm. Call barging is a more proactive effort, where a manager can be pulled into a call without the customer having to be put on hold while the agent does a transfer or conference call.

Use Call Screening to Know Where the Caller Has Dialed

Call Screening is sometimes referred to as a whisper message. Call Screening enables agents to know which phone number or marketing campaign the caller has dialed, helping teams answer calls with the right context from the start. When the agent answers the call, they'll hear an announcement, i.e. "You have a call from the sales line. Press 1 to accept." Having this information helps the agent screen calls and answer appropriately.

Customize Caller ID Screening to See Who's Calling

Another way to screen calls is with Telzio’s caller ID preference setting. You can set the caller ID to display the caller's number, or the phone number the caller has dialed (your number). This helps agents identify which business line or department was dialed and how to answer the phone appropriately.

How to Whisper on Calls

How to use the Call Whisper feature with Telzio:

• Dial 000 + the extension.
• When the call is connected, you’ll first be in listen mode, where no one can hear you.
• Press 5 to switch over to Call Whisper mode.

To ensure the security and privacy of calls, only authorized users can monitor calls. You can set user permissions so that only certain individuals have the ability to monitor calls.

How to Barge into Calls

You can switch between listen, whisper, and barge anytime during the call using the keypad.

• Dial 000 + the extension.
• Press 6 to barge into the call.

Call Monitoring Commands:

• Call Monitor - Press 4
• Call Whisper - Press 5
• Call Barge - Press 6

Pressing 5 will take you back to whisper mode, and pressing 4 will put you on mute so you can only listen and not be heard.

Use Live Reports to Monitor Agents

A good place to start monitoring calls is in the Live Reports section of your Telzio Dashboard. In Live Reports you'll see a list of agents and their current status in real time, including whether they are on a call, available, or offline. (on a call, available, or offline). When you see that an agent is on a call, you can dial in from your phone to start monitoring the call.

If you know an agent has a call scheduled and may require some coaching, you can dial in to start monitoring anytime after the call has started.

Related: Live Reports Show Real-Time Call Queue and Agent Activity

Tag and Save Call Recordings

In addition to the real-time monitoring and call barging features, you can record calls for future training purposes. Use our tagging tools to mark the calls that you want to use for training, so you can easily find them later on your Dashboard.

You can also download the recordings onto your computer and save them in a folder. Using the Telzio API, you can download recordings automatically into a drive.

And, there's no charge for call recording with Telzio.

How to Enable Call Monitoring for a User

To enable the feature, simply add the Permission for the desired Users.

1. Navigate to Users on your Telzio Dashboard
2. Select the User
3. Under Permissions, select Monitor Calls

Whether you’re training in real time or recording calls for review later, Telzio provides essential call monitoring tools that help contact center teams improve training, service quality, and customer experience. You can take advantage of all or one of the different features. They're all included, so it's easy to implement them as your business grows.

Learn more about the leading cloud PBX platform from Telzio.