With CloudCall there is the option to Listen-In, Barge and Whisper a Call that is currently taking place.

To do this you will need to go to the menu option, Tools > Statistics > Agent Call Status.

Click on an Agent from the On Call list.

A popup will appear with a button to Listen to call.

After clicking on the Listen to call button, the CloudCall system will dial your phone and you will be connected to that Agent's call.

Once connected a new popup will appear with three extra buttons for Barge, Whisper and Leave Call.

The Listen to call option will allow you to listen to the call taking place but not interact in anyway with the Agent or the external party.

The Barge option allows you to talk to both the Agent and the external party and you can participate fully in the call.

The Whisper option allows you to talk to the Agent but the external party will not be able to hear you.

The Leave Call option will disconnect you from the call and will leave the Agent and the external party to continue.

Click here for more information on CloudCall.