This function is used to train employees during a call. In order to be able to use this function, the corresponding approvals must be set under Users/telephones on the tab Supervisor.
With a click with the alternative mouse button (usually right) on a user who is in a conversation 
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Listen in: You can listen in on all of the participants in the call.
Coaching: You can hear all of the participants in the call. In addition, you can speak, but only the participant for whom you have started coaching can hear this.