Does anyone know I’m listening?

No. Neither the caller nor your teammate hears a beep or sees a sign. Whether and how you tell callers and staff that calls may be monitored is for your company’s policy and the law where you are.

Who can be a queue supervisor?

Anyone on the team. A supervisor can watch their queues live, change their agents’ status and listen in, without taking the queue’s calls.

Why does the desk phone ask for a PIN?

So nobody can listen from an owner’s desk just by dialing the code. It’s the voicemail PIN of the phone you’re dialing from.

What if another call comes in while I’m listening?

Answering it ends the listen, and Kafono tells you so before you answer.

Does a listen show in call history?

Yes. Your own history shows it as, for example, “Listened to Front desk (Ext 102)”.

Coach the call while it’s happening.

For owners, admins and queue supervisors. Hear a live call, whisper advice only your teammate hears, or step in when it needs you. Try it: press a key.

LiveSupport queue03:12

0ListenYou hear both sides. Nobody hears you.2WhisperYou hear both sides. Only Sam hears you.3BargeYou join the call. Everyone hears everyone.

Dana hears: Sam
Sam hears: The caller
You hear: Both of them

Dana hears: Sam
Sam hears: The caller, and you
You hear: Both of them

Dana hears: Sam, and you
Sam hears: The caller, and you
You hear: Both of them

On a desk phone, these are the keys. In the browser, the same three buttons.

From your browser, or the phone on your desk.

In the browser

Press Listen on any live call.

Find the call in Calls in progress, or on the live board for calls through a queue. The call bar opens with all three.

On a desk phone

Dial *33 and their extension.

1Dial *33 and the extension, like 102
2Enter your own voicemail PIN
3Press 0 2 or 3 to switch

Only the people you trust with it.

Listening is a permission, not a feature anyone can find. Owners and admins hear any call; a queue’s supervisors hear the calls that came through it.

Who	Any call	Calls through their queues
Owners	Yes	Yes
Admins	Yes	Yes
Queue supervisors	No	Yes
Everyone else	No	No

Activity · Live calls

2:14 PMJamie Morgan listened to a callExt 102
2:15 PMJamie Morgan switched to WhisperExt 102
2:17 PMJamie Morgan switched to BargeExt 102

Silent on the call. On the record after.

Nobody on the call hears a beep. But every listen is written in the activity log, with who listened, to whom and when, and a switch from the browser to Whisper or Barge is written too.

One new hire, three keys.

0
Their first call
Listen while they find their feet. They never know you’re there.
2
The question they can’t answer
Whisper it. The caller just hears a teammate who knows.
3
“Can I speak to a manager?”
Barge in. You’re on the call without a transfer or a hold.

Questions supervisors ask.

Does anyone know I’m listening?: No. Neither the caller nor your teammate hears a beep or sees a sign. Whether and how you tell callers and staff that calls may be monitored is for your company’s policy and the law where you are.
Who can be a queue supervisor?: Anyone on the team. A supervisor can watch their queues live, change their agents’ status and listen in, without taking the queue’s calls.
Why does the desk phone ask for a PIN?: So nobody can listen from an owner’s desk just by dialing the code. It’s the voicemail PIN of the phone you’re dialing from.
What if another call comes in while I’m listening?: Answering it ends the listen, and Kafono tells you so before you answer.
Does a listen show in call history?: Yes. Your own history shows it as, for example, “Listened to Front desk (Ext 102)”.

Coach every call, from wherever you are.

Check your business number. Listening comes with business phone, for the people you choose.

Rather talk it through? Write to us and a person answers.

Sam, on a call

Support queue · Dana R.

Listening

You hearBoth sides

They hear youNo one