help • 5 Call features • Listening in • Listening modes
5.5.2 Listening modes
Supervisors can select one of the following listening in modes during a call:
*Listening in mode
The supervisor can hear the call, but cannot be heard by the agent or caller
*Consultation mode
The supervisor can hear the call and can be heard by the agent, but not by the caller
* 
By default, supervisors are added to the call in Listening mode.