Silent Intrusion

IP Office Silent Intrusion

IP Office Silent Intrusion is available with Essential Edition and enables users on a call to ‘intrude’ and listen depending on the configuration of the end users, i.e. whether Coaching Intrusion or Whisper Page is used. Coaching intrusion and Whisper page cannot be done on an idle user. It may be done for internal calls or with external calls. The Coaching or Whisper Page/Silent Intrusion feature allows an authorized user to intrude in any internal and external call. Coaching intrusion is primarily a call centre feature, supporting interruption or inclusion of a supervisor on a live call to talk to an agent without the far end caller listening to the conversation. The caller may still talk to the agent, but will not hear what the supervisor is saying. The agent will be able to hear both the caller and the supervisor. This is useful when the agent needs support/training or when the supervisor needs to intrude to give instructions to an agent.

Silent Intrusion or Whisper Page can be effective in a scenario where a secretary intrudes into a call of his/her boss to whisper that a very important customer is waiting. The boss hears his/her secretary while talking to the caller but the caller will not be able to hear the secretary. This feature can be set through the IP Office manager for each IP Office user. Only authorized users can use the coach/whisper feature. Default setting is off.