What is Sentry Mode?
Aloware's Sentry mode prevents Admins from receiving inbound calls when they are listening in on a call. When an admin or agent (depending on user settings) selects a barge or whisper call, it changes the agent status from Available to Sentry.
How Does a User Enter Sentry Mode?
In the Aloware dashboard, under the Communication Logs section, admins can see the lines with active calls.
Search for the user's name whose admin wants to barge in or whisper, and click either barge or whisper icon.
Call Barging - Allows the Admin to listen to the agent's live calls and "barge in" if necessary. By default, when Admin clicks on the barge-in icon, they're set to mute.
Call Whisper - Let users have a conversation without the contacts knowing. Useful for when
The agent needs assistance from an admin
Admin wants to coach the agent
Go to Wallboard > User by Status Table and search for the user's name
Agent or Admin should now be in Sentry mode