For this use case, you only need the option to whisper back to the secretary. I doubt the DTMF sequence will hold this back. The main issue is how to listen to one but talk to a different person.

-Avi

On Jun 10, 2013 2:56 PM, "Cal Leeming [Simplicity Media Ltd]" <cal.leeming@simplicitymedialtd.co.uk> wrote:
That's actually a pretty neat feature, but I'm not sure how feasible it would be to do this via DTMF, purely on the user experience point of view.

For example, say your whisper key is *#, followed by the extension, then a final #, to start the whisper, so *#1234#, followed by another hash to stop the whisper - that's a lot of buttons to be pushing. And how would you handle the user not currently being on a call? Would it record your response, call the extension, and play it back to them? 

In theory, something like this would be really cool, but without a dedicated PTT button on the phone I think it might be too fiddly to use - although this would really be personal preference and others may disagree.

Cal

On Mon, Jun 10, 2013 at 11:26 AM, Jeff Bernhardt <jeff@askcornerstone.net> wrote:

I’m wondering if the following is possible:

 

Caller A is on a call with caller B. Caller C (maybe a secretary) has an urgent message for caller A and wants to barge into the call so that only caller A can hear him/her. This is called “whisper” or “agent coaching,” which I believe is possible… BUT, is it possible for caller B to then push a key combination and whisper back to caller C without caller A hearing?

 

For instance, the secretary whispers into the boss, “Hey, I have Mr. Jones on another call and he says it’s urgent. Do you want to take it?” and the boss wants to respond to the secretary right there without putting the current caller on hold, so he hits *500 or something and tells the secretary, “Tell Mr. Jones I’ll call him back” without disrupting the current caller babbling on. Is this possible?

 

Jeff


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