The actions which you may be familiar from your manager tool can be executed using simple codes. All you'll need is an extension successfully connected to the same PBX. Here are the ways to do it:
1.Spy - this feature will let you listen to a certain extension's ongoing call. Neither the agent or the customer they're speaking with will be able to hear you. In order to do this, simply dial "*225XXX", where "XXX" is the extension you want to spy on.
2.Whisper - this feature will let you listen to a certain extension's ongoing call. The customer the agent's speaking with will not be able to hear you, however the agent will be - for example if you want to instruct him. In order to do this, simply dial "*226XXX", where "XXX" is the extension you want to whisper to.
3.Barge - this feature will let you listen to a certain extension's ongoing call. Both the agent and the customer will be able to hear you, so essentially you'll be initiating a conference with both of them this way. In order to do this, simply dial "*227XXX", where "XXX" is the extension you want to barge on.
Bear in mind that in certain cases and configuration scenarios these codes and their function are subject to change. This is the default way we setup our systems, if you experience issues with using these codes please do contact us and we will help you out.