This unit covers how to set up Fastcall’s listen in feature. This is an additional feature that must be enabled by Fastcall – it is not available by default.
If you enable listen in, it will force call transfers to use ‘warm’ rather than ‘cold’ transfers.
Settings
Listen In should be enabled from the Fastcall Control Panel. In the Listen In settings, you can enable for all, a specific user or a group. You can also choose the direction (Inbound/outbound), the audio type, and the music. When you click on the Start Listen In Mode button, the button will turn red and you can also see that Listen In is active in the expandable section title.
You can also enable ‘coaching’, which allows the listening in user to speak to one side of the conference call only. The ‘Agent Conference’ setting must be enabled in your Twilio account to use this.
Last updated: Fastcall version 8.3.5, 2023-11-16