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T48g and t48s "Sharing" a call for training/QC
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rzei Offline
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Post: #1
T48g and t48s "Sharing" a call for training/QC
Hello,
I am trying to find the settings/ability for two members of our help desk to "share" a call for training or supervisory purposes. Callers and HD staff are on a mix of T48G and T48S phones. Scenario below:

End User A calls HD; HD Engineer A picks up the call. HD Supervior B ALSO picks up the call but is only listening in on the call to QC HD Engineers performance on the call.

Thank you for your assistance.
06-20-2019 03:25 PM
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Jensen_Yealink Offline
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Post: #2
RE: T48g and t48s "Sharing" a call for training/QC
(06-20-2019 03:25 PM)rzei Wrote:  Hello,
I am trying to find the settings/ability for two members of our help desk to "share" a call for training or supervisory purposes. Callers and HD staff are on a mix of T48G and T48S phones. Scenario below:

End User A calls HD; HD Engineer A picks up the call. HD Supervior B ALSO picks up the call but is only listening in on the call to QC HD Engineers performance on the call.

Thank you for your assistance.

Dear Customer,

Greeting from Yealink.
This features should also support on the server side. It is not supported only on the phone side.
Broadsoft barge-in is the same features. On the phone side, it sent out SIP info to sevrer side, then server side mixed the audio and transfer the audio to the supervisor.
Difference customer may have difference solution.
Hope this helps you.

BR
Yealink
06-24-2019 01:07 PM
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jolouis Offline
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Posts: 314
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Post: #3
RE: T48g and t48s "Sharing" a call for training/QC
Depending on how strict your requirements are (i.e. if you are doing this for training only VS supervision) you can also look into Dual headset mode.

This is designed for call center training, but might work for you too. In this mode, the handset port of the phone can be used to connect a second "supervisor" headset. So User talks normally on main headset, and supervisor listens in on secondary headset.

Just a thought, otherwise server side support for sure.
06-27-2019 01:20 PM
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