How to Use Eavesdrop and Call Barge
Eavesdrop and call barge are EMAK Telecom features that let supervisors listen in on or join an active call from another extension. They are most often used for call coaching, quality assurance, and intervening when an agent needs help during a call.
What Eavesdrop and Call Barge Do
- Eavesdrop lets a supervisor silently listen to an active call from another extension. Neither party on the call knows that you are listening.
- Call barge lets you speak to the local party, the remote party, or both parties at the same time. It is useful for whispering coaching tips to an agent or stepping into the call when needed.
Security
- Eavesdrop can be limited to specific extensions, so only authorized supervisors can use it.
- By default, eavesdrop is protected by a random 8-digit PIN.
- To customize the PIN or the extensions that are allowed to eavesdrop, contact EMAK Telecom support.
How to Eavesdrop on a Call
- Dial *33 followed by the extension you want to listen to. For example, to eavesdrop on extension 110, dial *33110.
- Enter the eavesdrop PIN when prompted.
- You are now silently listening to the call. Your microphone is muted, so neither party can hear you.
Hang up when you are done. If the extension is not currently on a call, the eavesdrop attempt will not connect.
How to Barge In on a Call
While you are eavesdropping, press one of the following keys to speak on the call:
- 1 — talk to the remote party only.
- 2 — talk to the eavesdropped extension only.
- 3 — talk to both parties.
- 0 — mute yourself again and return to silent listening.
You can switch between these modes as many times as you need to during the call.
Eavesdrop and Call Barge FAQ
Can the people on the call hear me when I eavesdrop?
No. When you eavesdrop, you start in muted mode and neither the local nor the remote party can hear you. They are not notified that you are on the line. Only when you press 1, 2, or 3 do you become audible to one or both parties.
What is the difference between barging to “extension only” and “remote only”?
“Extension only” (key 2) lets you whisper coaching to your agent without the customer hearing — useful for live training. “Remote only” (key 1) lets you address the customer without the agent hearing. Key 3 puts you in a three-way conversation with both parties.
Why does the eavesdrop call not connect?
Eavesdrop only works when the target extension has a currently active call. If the extension is idle or ringing but not yet answered, the eavesdrop attempt will not connect. Wait until the call is in progress and try again.
How do I get the eavesdrop PIN or change which extensions can eavesdrop?
Contact EMAK Telecom support. We will provide your current PIN, set a custom PIN, or restrict eavesdrop to specific supervisor extensions.