Barge in on a Call

Authorized users can use the Barge-In function to join a call they are monitoring and participate in the conversation between the agent and the customer unless the call is transferred to another number (agent-to-DN transfer), after which the call is removed from the Calls Being Monitored list. To barge in on a call:

Procedure

Step 1

While you are monitoring or coaching a call, and the call is connected to an agent (and not waiting in a queue), click Barge In.

You are immediately connected to the call. The Barge In button disappears from the page.

Step 2

To remove yourself from the call, hang up. The call is removed from the Calls Being Monitored list.