Listen, whisper, take over

Owners, admins and supervisors can step into any call that is live. Open Live, find the call, and press Listen, Whisper or Take over. A call page opens in the dark theme, with the written conversation on the right and the facts captured so far.

At the top of the page one sentence always tells you what the person can hear from you.

Who hears you

Mode	The person hears you	The agent hears you	The bot
Listen	No	No	Does not change.
Whisper to the agent	No	Yes	Not part of the call.
Tell the bot (text)	No	No	Is told your note as text.
Take over	Yes	Yes, if an agent is on the call	Leaves the call.

The screen’s own sentences:

• Listening in. “You can hear everyone. The person cannot hear you and does not know you are here.”
• Whispering. “Only the agent hears your microphone. The person on the phone cannot hear you.”
• You are on the call. “The person can hear you. The bot has left the call.” With an agent: “The person can hear you, and so can the agent.”

Do this

Listen

1. On the floor, press Listen, or open the call and press Listen in.
2. Your browser connects and plays the call. Press Stop listening to leave.

Whisper to an agent

1. Open a call an agent is on and press Whisper to the agent.
2. Allow your microphone when the browser asks. Speak. Only the agent hears you.
3. Press Mute to stop speaking without leaving.

Tell a bot something

A whisper to a bot is text, not sound. The bot reads it and decides what to do.

1. Open a call a bot is on.
2. Type in the box Tell the bot something (only the bot sees it), for example “offer to call back tomorrow morning”. The limit is 1,000 characters.
3. Press Send to the bot. You see “The bot has your note. The person cannot hear it.”

On a bot call the Whisper button on the floor only starts listening. Use the box to speak to the bot.

Take over

1. Press Take over. Confirm the box. It says the person will hear you straight away and your microphone turns on.
2. Speak. Press Mute if you need a moment.

When a bot has the call, it leaves only after you have joined. If you never connect, the bot stays on the call, so the person is never left in silence. When an agent has the call, you join as a third voice and the agent stays. This is the same as barging in. A step for you starts on the journey as a person on your team.

Press Hang up only when the call must stop for everyone. It asks you to confirm.

Recording and audit

The call recording has two channels: the person, and what the person hears. A takeover or barge is therefore on the recording. A whisper to the agent is not, because the person cannot hear it. Every supervision action (listen, whisper, take over, hang up, a note to a bot) is written to the audit trail. See audit and evidence.

If it does not work

• If your microphone is blocked after a takeover, the screen says you are on the call but they cannot hear you. Allow the microphone and press Unmute.

Not yet

Supervision was checked with the simulated phones only. On FreeSWITCH, the real phone server, it is not verified: the call does not give a listening link, and the screen says “This phone system does not give a listening link. Supervisors must be dialed as a phone instead.” The agent’s whisper text on screen also exists only in the simulator. FreeSWITCH plays the audio cue and the words.