Call Whispering allows a manager to actively monitor a telephone conversation between two participants and speak to one of the participants (usually the employee) without the other participant hearing what is being said.
How It Works
Call Whispering is an option available during a Call Monitoring session. Authorized users can monitor calls from either their desk or remotely, and whisper instructions to other employees without the caller hearing it.
During a Call Monitoring session, the person monitoring a call can press a feature code that turns Call Whispering on for a particular leg (participant) of the call. When Call Whispering is activated, the person monitoring the call can speak to the chosen participant without the other participant hearing it.
- Coach a trainee working with a client without the client knowing.
- Walk another employee through a de-escalation without requiring a transfer.
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