The Supervisor Coaching feature enables call center supervisors to provide real-time coaching to agents during customer calls. Agents can communicate with supervisors without customers hearing. This feature requires the supervisor to have an enterprise license.
From the supervisor’s line, dial #85 and enter the agent’s extension to join a coaching session.
The call will merge with the agent and customer, but only the agent can hear you. To end the call session, hang up the line. If the supervisor wishes to join the call, they must hang up and barge (dial *33) into the agent’s call.