Call supervision

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Customers that use cloud PBX can supervise their colleagues’ calls in real time. For example, a manager can listen in on a sales agent’s calls, guide them, and, if needed, participate in the calls.

Call supervision is available in three modes:

  • Spy mode – a manager can join an active call to listen in on the agent and the client’s conversation without revealing the manager’s presence. For example, managers can silently monitor calls to provide feedback afterward and suggest improvements to agents’ communication skills.
  • Whisper mode – a manager can speak to the agent directly while the client is not hearing the manager. The manager can assist the agent and give tips during the conversation with the client. For example, managers can use this mode when training new agents.
  • Barge-in mode – a manager can speak to both parties – the agent and the client. For example, the agent has trouble handling the client’s concern, so the agent asks the manager for assistance. The manager joins the call using the barge-in mode to speak to the client directly.

A manager can choose any of these modes when joining an active call and switch between modes during the call.

Benefits
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  • PBX customers can use call supervision to train new agents, evaluate their performance, and improve customer service, sales, technical support, etc.
  • Managers can ensure that agents process calls in a way that meets the company’s standards.
  • Agents receive help from the managers in real time and can resolve issues on the spot.

Let’s consider an example.

The ABC company has a call center with customer support and sales teams. Adam is a manager of the customer support team. He is authorized to join agents’ calls to assist or provide feedback. John is a new agent in the customer support team with the extension 744.

Adam sees on the special IP phone console that John has an active call with a client. Adam decides to check how John is handling the call. To join the call in spy mode, Adam dials *90744 (where *90 is the Spy mode prefix and 744 is John’s extension). Now Adam can hear the conversation.

John answers a few of the client’s questions. When the client asks another question, John can’t find the required information. John requests assistance from Adam in the corporate chat. Adam has already been listening in on this call, so he switches to the Whisper mode by dialing 1. Adam tells John how to find the information.

The client keeps asking about the service details. Adam decides that John needs help in handling this call. Adam switches to the Barge-in mode by dialing 2, introduces himself to the client, and explains the relevant details. The client is satisfied with the provided information, and the call ends.

Configuration

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To configure call supervision, these steps must be performed:

  1. On the PortaBilling administrator web interface. The administrator enables the call supervision feature for the customer: opens the Customer record > Services > Voice calls > turns on the Call supervision toggle > Save.The administrator enables the call supervision feature
  2. On the customer web self-care interface. The customer configures the extensions in a hunt group that are authorized to access the other hunt group members’ calls.

For example, to add Adam as a manager of the  “Support” hunt group, the customer opens the Cloud PBX tab > Hunt groups > “Support” hunt group configuration > Add extension > fills in details > selects the check box for Supervision allowed option > Save.

The customer enables the Supervision allowed option for the extensionAn extension authorized to access the other huntgroup members’ calls

Specifics
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The default prefixes and Dual-Tone Multi-Frequency (DTMF) codes for call supervision feature:

Call supervision mode

Prefix to join an active call

DTMF code to switch to this mode from any other

Spy mode

*90

0

Whisper mode

*91

1

Barge-in mode

*92

2

For example, to join a call made by an agent with extension 888 in the whisper mode, a manager dials the corresponding prefix followed by the extension: *91888. To switch, e.g., from the whisper mode to spy mode, the manager dials the DTMF for the spy mode: 0. To switch to the barge-in mode, the manager dials 2.

It’s possible to change the default prefixes and DTMF codes by creating a new dialing rule.

For example, a customer migrates to cloud PBX from their legacy PBX. The customer’s managers are used to the call supervision prefixes *21, *22, *23, and DTMF codes 1, 2, 3. To keep these prefixes and DTMF codes in cloud PBX, the administrator:

  • creates a customer record with the dialing rules option enabled;
  • creates a new dialing rule of PBX type; and
  • changes the default prefixes and DTMF codes in the dialing rule.

The administrator creates a new dialing rule of PBX type

Customers can edit the supervision prefixes and DTMF codes on their customer self-care interface: they need to open the Cloud PBX page > Dialing rules, switch to the Custom rule, and change the call supervision prefixes and DTMF codes.

The customer switches to the Custom rule

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