CTIOS Supervisor Barge-In and Intercept

rajan-sbc · ‎11-08-2008

We are running CTIOS 7.2.3 and ICM 7.2.3.

The system manager's guide and supervisor guide says barge-in and intercept should work. Is there any pre-requisites on the CCM 6.X for this to work? Does not barge-in initiate a basic conference between agent, caller and supervisor? If this requires any configuration on the CCM 6.x where is that documented? Thank you.

geoff · ‎11-08-2008

That's essentially correct.

From the Supervisor Desktop you select the row that represents the agent talking to the customer. The Barge-In and Intercept buttons become sensitive. Press Barge-In and you are in conference. Press Intercept and the call is removed from the agent and you alone are with the customer.

This works from CTIOS and CAD. I don't recall having to do anything special in CUCM 6.1 to make this work as advertised.

What happens in your setup?

Regards,

Geoff

rajan-sbc · ‎11-08-2008

Geoff - thank you so much for the quick response. I was told that some Call Manager system library parameters had to be changed to turn on the BIB - built in bridge and barge-in to get this working. I do not know much about barge and cbarge. I know they talk about this with respect to shared lines.

If you have insight, please let me know.

geoff · ‎11-08-2008

The BIB is required for silent monitoring using CUCM as described in the CTIOS manual - there are a number of steps required in CUCM to make this work, and you need 2nd generation phones like the 7941, 7961 etc. But for barge-in and intercept you don't need this, as far as I know. Could be wrong, but I don't think so.

At the call center I am working on at the moment I have barge-in, intercept and CUCM silent monitoring all working, so there may be some interaction I haven't thought of. But they really are different animals.

Regards,

Geoff

david.macias · ‎11-09-2008

For barge in and intercept there is no additional UCM configuration.

david

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