#Queues App – Monitor, Whisper, Barge, and Takeover!

During the Queues App announcement one key feature that people were asking for was the ability to monitor, whisper, barge, and takeover on your agents calls. This was slated as being release after the General Availability of Queues App and according to the Microsoft Roadmap we should start to see this feature rolling out to tenants from March 2025.

To use this feature, you will need to have the Queues App which requires the Teams Premium license. The way this is assigned to your leads on your Call Queues is using the Authorized User capabilities which can already be used to make changes to these Call Queues such as membership and call routing. These are added to users via the Voice Applications Policies in the Teams Admin Center.

These types of features are blurring the line between contact center capabilities and what we’ve had available before in Teams Phone.

Here is some added context around these features and how I’d expect them to work:

  • Monitor – Listen in on an agents call without either party being aware of you being able to hear
  • Whisper – Being able to speak to the agent during a call but the other party is not aware you are able to hear and speaking to the agent
  • Barge – Jump into a call where both parties are notified of your presence, and you are able to talk to both sides of the call (I expect this to escalate the call into a Teams meeting)
  • Takeover – Place you into the call and remove the agent from that call completely

Is this a feature you were looking for in Teams Phone? Would this make Queues App worth the extra uplift of the Teams Premium license?