Supervisor / trainers mode ideal for call queue setups
Supervisors or trainers can use the "teach" feature when training staff members on calling techniques, sales pitches, customer support, and more. This allows a third party on a call with only one of the parties knowing. This will allow only the agent / staff member hear the third party and is useful for offering in-the-ear help and guidance.
In order to begin teach mode or whisper, your extension needs to be enabled or permitted to whisper into certain extensions by your administrator or by Rival5.
Once your account has been permitted/allowed to whisper into the desired account,
- Dial the star code *82 followed by the extension number you wish to teach then press send on your endpoint.
- Example: *822004
- If this does not work, first check to make sure that you are allowed to make the call. In some cases, the star codes used after installation and configuration are modified from what they are originally by default.
- You will be immediately brought into the call and only the agent will be able to hear you. It is suggested to mute your endpoint until you need to intervene.