Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
38
March 25, 2013
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 cannot barge in if any of the following conditions are true:
■
The agent is on hold
■
The agent is on two calls
■
The agent is in a conference call
■
You are already on another call
■
You are running CAD-BE
To barge in:
1. Select an agent call in the team view pane.
2. Click Barge-In or choose Intervention > Barge-In. You are added to the call.
NOTE: 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.
to disconnect 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 contact
appearance pane, then click Drop.
appearance pane, then click Drop.