Set up Barge-Monitor-Whisper

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:

  • Configure one of your BLF keys on your phone extension to check for the busy status of the user.
  • Log in to the 8x8 Work for Desktop or 8x8 Work for Mobile to check for the busy status of the user.
  • Log in to Switchboard Pro to check for the busy status of the user.
  • Log in to Analytics for 8x8 Work to observe active calls (which indirectly indicate a busy status).


  • Ensure professional quality of customer service or customer support.
  • Coach new agents during a phone call.
  • Assist sales agents in negotiating a sales deal while
  • Enable supervisors, receptionists, or admins to monitor then barge into live calls for important or emergency interruptions.
  • Choose whether to alert users when a supervisor starts monitoring.
  • Choose whether to use a password for additional security.



Refer to the following frequently-asked questions for more information: