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eve Voice call queue feature

3 ways call intrusion can help you deliver brilliant customer service

Whisper – hear both parties and speak to one user without the other party hearing. Ideal for staff coaching.

Monitor – hear both parties but neither side can hear you. Great for reviewing performance.

Barge in – hear and speak to both parties. Helpful for supporting staff during dispute resolution, as you can talk to customers together.

Lady drinking coffee and working on laptop

How do I join another user’s call on eve’s cloud phone system?

Whisper – (*67*<TARGET USER’S EXTENSION>#)

This allows users to enter a call, hear both parties and speak to one of those users without the other party hearing. This function is helpful for coaching staff on live calls, without the other party hearing.

Monitor  (*68*<TARGET USER’S EXTENSION>#) 

Users can join a call, hear both parties, but neither side can hear you. Great for reviewing agent performance.

Barge in – (*66*<TARGET USER’S EXTENSION>#) 

Users can enter a call to hear and speak to both parties. This is helpful for support staff who are managing disputes or customer complaints, as they can talk to customers together.

Enabling the feature

If you’re an eve customer, talk to your service provider about activating call intrusion for specific users.

If you’re interested in using eve’s cloud phone system, speak with your service provider or share your details and we’ll put you in touch with someone who can help.