8x8 Barge-Monitor-Whisper (BMW) is an excellent tool that helps office managers and supervisors to monitor phone conversations of employees in the organization with customers or others. Whether it is to ensure quality of customer service, to coach new agents during a conversation, or to interrupt a live call for an emergency, 8x8 Barge-Monitor-Whisper gives you flexibility in your call center.
8x8 Barge-Monitor-Whisper (BMW) helps office managers and supervisors to optionally listen in on any active call in your phone system; whisper exclusively to the user being monitored (without the other party hearing), or actively join the call and make it a three-way conference.
To check the status of a user before monitoring their call, you can:
The following use cases are common uses of the Barge-Monitor-Whisper service:
To set up BMW, create a BMW group and add users who need to be monitored. You must also assign an administrator to the group who monitors the members of this BMW group. You can enable a monitoring tone to play and notify users who are being monitored, and require administrators to enter a password before monitoring a user. Barge permissions are granted to primary extension users only that excludes extensions associated with call queues, ring groups, virtual extensions, or auto attendants. In other words, only users can be part of a BMW group either as a member or administrator.
To set up BMW:
A BMW group administrator must use a desk phone or softphone for this feature. Users must be added to the BMW group individually in Configuration Manager by the phone system administrator.
A supervisor who is silently monitoring a call decides to enter the conference bridge, joining what then becomes a full three-way conference call, in which all three parties can hear each other. When the supervisor enters the call, a barge tone is played to alert all three parties.
To barge in on a user's phone conversation:
A supervisor silently monitors a normal two-party call answered by (or originated from) an 8x8 user on a conversation with an external party or customer. No audible sound would alert the agent or the customer that the conversation is being monitored. The supervisor is muted. The privilege to monitor calls (with or without a warning tone) can be granted to the supervisor by the phone system administrator.
Note: Please be aware that many jurisdictions require businesses to notify workers and callers about call monitoring or recording and obtain their consent. For details, please refer to Compliance and Privacy Notice.
To monitor a user's phone conversation:
A supervisor silently monitoring a call between an agent and a customer can privately speak to the agent, without the customer hearing the discussion. When the whisper feature is activated, the supervisor can begin speaking to the agent. This is one-directional audio from supervisor to agent. The customer does not hear the whisper, while both the supervisor and the agent can hear the customer.
To whisper to a user during a phone conversation:
A supervisor can also barge directly in on a call without monitoring first. This facilitates instant collaboration. Dial <*23>, then dial the extension number. You are immediately placed in a three-way conference call with the active call. You can also create a speed dial by combining *23 with the desired extension number: if you want to reach extension 1001, for example, you can create speed dial number <*231001>.
8x8 Barge-Monitor-Whisper helps managers and supervisors to monitor phone conversations of employees with customers or others.
Supervisors can use the whisper feature to communicate with the agent or the barge feature to communicate with both the agent and the customer. Please note that applicable privacy laws may require the consent of agents working for your business and your customers or others calling in. 8x8 provides recommended call monitoring and recording notification messages to callers for this purpose, although the use of these notifications does not relieve customer from the obligation to comply with applicable laws. More specifically, your business may have obligations under privacy laws to:
Nothing in this notice constitutes legal advice, and if you have any questions about applicable privacy laws, please consult a legal professional.
Refer to the following frequently-asked questions for more information:
While creating or editing BMW, enable Play Monitor Tone. This option alerts the group member with a beep when an administrator starts monitoring.
Administrators can prevent misuse of the system by prompting for a password. The user is required to enter the password to be able to monitor a call.
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