Barging

Depending on the users permissions outlined and set here, a user can barge-in other users’ calls for monitoring the agents performance, call quality assurance, coaching and assisting agents or users, etc.

To barge-in on other users’ active calls, you can click on that User’s display card’s headphones icon.

A small window will appear showing the extension number and the called number or the caller number. In our example, the user from extension 1001 called to a 1800 number:                           

Click on that pop-up window. This will show the Call Barge-in options.

The Call Barge-in options are:

• Monitor Call: Allows the person doing the Barge to come into the call and listen to both legs of the call but not talk and neither side of the call is aware the barger has barged in.
• Full Barge-in: Allows the person doing the Barge to come into the call and listen to both legs of the call. Connect user will be muted and can unmute themselves and can take part of the call. A tone would be played informing the callers that someone barged in.
• Whisper on XXX: Allows the person doing the Barge to come into the call and listen to both legs but talk only to one particular caller. Only the selected leg of the call will hear the tone informing them someone has barged in.
• Whisper on YYY: Allows the person doing the Barge to come into the call and listen to both legs but talk only to one particular caller. Only selected leg of the call will hear the tone informing them someone has barged in.