Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

The Barge-In feature enables you to join an agent’s phone conversation. When you 
click the Barge-In button, you are automatically added to the phone call. It is a forced 
conference.

NOTE:  You can barge in only once on a call per supervisor.

The agent sees a message that you are attempting to join the call, then sees a 
message that you have successfully joined it.

When you use the Barge-In feature, voice monitoring is disabled.

You can’t barge in:

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If the agent is on hold

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If the agent is on two calls

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If the agent is in a conference call

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If you are already on another call

1. Select an agent call in the team view pane.

2. Click the Barge-In button or choose Intervention > Barge-In.

You are added to the call.

At any time during the conference call, you may click Intercept to disconnect 
the agent whose call is selected from the conference call and continue 
talking with the remaining parties yourself.

■

In Cisco Agent Desktop, select the conference call from the dashboard and 
then click Drop.