Epygi Barge-in license

The Barge-in Feature Pack is comprised of three independent features designed to help supervisors or managers of a call center or in an office environment monitor and coach their employees. These features are tools supervisors can use to participate in conversations between employees/agents and customers. In addition, supervisors can monitor their employees’ performance or customers’ behavior. The supervisor can coach an employee while he/she is en-gaged with a customer on a phone call without the customer knowing, or the supervisor can participate in a three-way call and assist both at the same time or just monitor the call of an employee and customer

Silent Monitoring Feature
This feature allows the supervisor to listen to a call between an internal extension (employee) and an external call (the customer).

Agent Whisper Feature
With the Agent Whisper feature, the supervisor can dial *92+extension number and listen to the conversation but only speak and be heard by the internal extension (employee) not the external call (the customer).

Barge In
A supervisor will be able to join an established call between the employee and customer and have a three-way call.

Administrative Assistant
To further enhance the abilities of an Administrative Assistant, the Barge-In Feature Pack adds some very interesting communication options. For example, if the executive would like the assistant to take notes during a call, but ensure they cannot be heard, silent monitoring would be used. Whisper could also be used if the assistant needed to interrupt the executive if there was a more urgent situation.