When using the FIVE CRM VoIP service you can also utilise the Agent Call Status screen to show which agents are on calls. You are also giving the ability to listen-in to any current calls. In addition, this monitor screen has options for “whisper” (ie talk to the agent) and “barge” (ie talk to both the agent and customer).

You will need to make sure users have the correct SIP User Extension within their User Profiles (Menu > Setup > Users > User Profiles > select a User and the drop down of User Details).

To view the Agent Call Status screen go to Menu > Tools > User Statistics > Agent Call Status

Simply click on the call line to see the following popup, you can then choose between Whisper, Listen or Barge.