# Listen, Whisper, Barge

> Supervisors can silently listen to a live contact-center call, whisper to the agent only, or barge in so both parties hear them.

Source: https://edesy.in/docs/contact-center/supervisors/listen-whisper-barge

Supervisors can join any live contact-center call in three modes. Listen is silent. Whisper lets the supervisor coach the agent without the customer hearing. Barge lets the supervisor speak to both the customer and the agent. Edesy joins the supervisor by calling the phone number they enter on the dashboard.

## Modes

| Mode | API value | Supervisor hears | Who hears the supervisor |
|---|---|---|---|
| Listen | `listen` | Both parties | Nobody (joined muted) |
| Whisper | `whisper` | Both parties | Only the agent |
| Barge | `barge` | Both parties | The agent and the customer |

## How to monitor a call

1. **Open *Supervisor*** in [ccaas.edesy.in](https://ccaas.edesy.in).
2. **Enter your phone number** in the *Live calls* panel ("Your phone (to monitor from)").
3. **Pick a live call** and press **Listen**, **Whisper** or **Barge**.
4. **Answer your phone.** You join the call in the chosen mode.
5. **Hang up** to leave. The customer's call continues; you never end it for them.

## With the API

```bash
# List calls you can monitor
curl https://voice-api.edesy.in/v1/ccaas/calls/active \
  -H "Authorization: Bearer sk_your_api_key"

# Join one in whisper mode
curl -X POST https://voice-api.edesy.in/v1/ccaas/calls/QUEUE_CALL_ID/monitor \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{"mode": "whisper", "to": "+919876543210"}'
```

The response is `{"data": {"status": "dialing", "mode": "whisper"}}`. A missing `to` returns `400`; a call that is no longer connected returns `409 NOT_ACTIVE`. An unknown `mode` is treated as `listen`.

## FAQ

### Does the agent know I am listening?
In listen mode you join muted. The agent desktop does not show a listener.

### Can I switch from whisper to barge?
Hang up and join again in the new mode.

### Do I need the agent desktop to monitor?
No. Supervisors monitor from the admin portal and any phone.

### Which calls can I monitor?
Calls that are connected to an agent right now, from `GET /v1/ccaas/calls/active`.

### Does leaving end the call?
No. The supervisor never starts or ends the monitored call.

### Can more than one supervisor join?
Each supervisor can start their own monitor on the same call.