Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
40
June 2007
Barging In on Calls
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.
click the Barge-In button, you are automatically added to the phone call. It is a forced
conference.
If notification is enabled, the agent sees a message that you are attempting to join the
call, then sees a message that you have successfully joined it.
call, then sees a message that you have successfully joined it.
When you use the Barge-In feature, voice monitoring is disabled. You can, however,
record calls.
record calls.
You can’t barge in if:
■
The agent is on hold
■
The agent is on two calls
■
The agent is in a conference call
■
You are already on another call
To barge in:
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.
the agent whose call is selected from the conference call and continue talking
with the remaining parties yourself.
To drop the barged-in call:
■
In Cisco Agent Desktop, select the conference call from the dashboard and
then click Drop.
then click Drop.