Supervisors - Basic Call Queues

First add the supervisor to the Call Queue and assign it the user that needs to be monitored.

- Calling Tab

- Manage Call Queues

- Supervisors

- Follow Prompts

Feature Codes below

✅ Supervisor Monitoring in Standard Webex Calling Queues (FAC‑Based)

In normal Webex Calling call queues, supervisors use Feature Access Codes (FACs) to silently monitor, coach, barge, or take over calls. This does not require Supervisor Desktop, Customer Assist, or Contact Center licensing.

The typical FACs used for supervisor functions are:

1. Silent Monitoring

Allows the supervisor to listen without being detected.

#82 + <agent extension>

2. Whisper Coaching

Supervisor can talk to the agent only; the caller cannot hear.

#85 + <agent extension>

3. Barge‑In

Supervisor joins the live call; both agent and caller hear them.

*33 + <agent extension>

4. Take Over Call

Supervisor pulls the active call away from the agent entirely.

#86 + <agent extension>