This feature allows you to assist members of your team while they are on another call. You get to monitor a specific user for any calls they make or receive.
The way to use it is to dial 007[user].
Let's say I want to monitor user 280101 then I would dial 007280101.
When you enter the call you have the ability to communicate directly to your team member but the other party on the call won't be able to hear you. Let's take the example of I am monitoring user Jane Doe 280101 and they are on a call to Joe Blogs 0411222333, User Jane Doe will be able to hear everything I say, so I can coach her through the call, and she can present that information as her own.
The way to disable that now is to set your device to mute, all supported devices allow this functionality. It's usually a microphone with a cross through it.
When you call the feature, you can stay on that line and when the agent makes or receives the next call, you will automatically enter that conversation, making it a great training tool