Barge mode

Supervisors can join an active agent's call and be heard by both the agent and the customer. When the supervisor barges into a call, a conference is created between the supervisor, the agent, and the customer.

Supervisors can join an active call in Barge mode directly, or they can escalate to Barge mode from Silent Monitor mode or Coach mode if they are already monitoring an active call.

Note: Barge must be driven through MiCCB and not through the native capability of the PBX.

The following procedure takes place in an open Agent State by Position or Agent State by Time monitor.

To barge in on an active call
  1. In the Agent monitor, select an agent.
  2. In the Agent Control tab, click Barge.
  3. When your phone rings, answer it to join the call and begin speaking to both the agent and the caller.

    Ignite displays an interaction Received toaster to indicate the incoming call. The Preview pane displays call information for the monitored call.

To escalate to Barge from Silent Monitor or Coach mode
  • If you are on an active call in Silent Monitor or Coach mode, you can escalate to Barge mode by clicking Barge in the Agent Control tab.
To de-escalate from Barge mode to Coach or Silent Monitor mode
  • If you are on an active call in Barge mode, you can de-escalate to Coach or Silent Monitor mode by clicking either Coach or Silent Monitor in the Agent Control tab.

You can leave the call at any time without affecting the original call between the agent and the customer.

Parent topic: Monitoring calls
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