Taking action on a live call as a third-party

WebPhone SDK allows you to monitor, whisper, barge in on, coach, and take over a phone call. These features are available to all phone clients, not just clients powered by this SDK.

Please refer to our support article on the procedure that involves dialing certain numbers, e.g. *80.

Barge-in

To barge in on a call (join an existing call) which is being handled by extension 102, do the following:

const callSession = await webPhone.call("*82");
// optionally wait for 1 - 3 seconds here
await callSession.sendDtmf("102#");

Take-over

Taking over a call requires a little more finesse, as it process a little bit differently. When you send a request for taking over an existing call, you will receive an extra inbound call from '*83'. You need to answer that inbound call for the "take over" to complete. You also need to keep both calls alive, otherwise the customer will be disconnected.

For example, a customer is talking to extension 102, and you want to take over the call:

const callSession1 = await webPhone.call("*83");
// optionally wait for 1 - 3 seconds here
await callSession1.sendDtmf("102#");
webPhone.on("inboundCall", async (callSession2: InboundCallSession) => {
  if (callSession2.remoteNumber === "*83") {
    await callSession2.answer(); // this could be done manually by user instead of automatically here.
  }
});

You will need to keep both callSession1 and callSession2 alive in order to keep the conversation alive with the customer. If you hang up either one, the customer will be disconnected.