A new agent is speaking with a player and does not know how to handle a difficult question. A supervisor can guide the agent during the call without the player hearing the guidance. That is call whispering. It helps with coaching, but it cannot replace training or a proper escalation process.
Where it is actually useful
Imagine an unusual VIP support request. A supervisor notices the agent needs help, joins that particular call and gives a short prompt. The agent continues to lead the conversation. If another team must make a decision, use the normal escalation path rather than trying to solve everything through whispers on the line.
Agree who may join, whether the agent knows the supervisor is present and how your team records such intervention in its process. Do not promise a player a “personal expert” merely because the PBX has a whisper button.
Test the feature
Use an authorized internal call with three participants: agent, recipient and supervisor. Check that the agent hears the prompt, the recipient does not, and normal audio remains intact. Confirm rights and behavior in your PBX. If you run your own station with only a Proton SIP trunk, call whispering in Proton's cloud PBX remains a function of the PBX rather than the SIP connection.
Proton whisper coaching lets a supervisor assist an agent during a call. With a SIP-only connection to your own PBX, workspace features are provided by your PBX.
Want to test calls in your markets?
Tell us which countries, numbers and call flows matter to your team. We can discuss a pilot with real test calls.
Discuss a call test →