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Capability of call center user barge-in to an active IVR call

ICM 8.5

CVP 8.5 - DTMF Self Service application

CUCM 8.5

One of our telecom customer wanted to know whether we can arrive at a solution where we can let the operational users to barge into the IVR and listen to the customer interacting with the IVR.

1) Active Call in the CVP IVR (agent / supervisor wanted to barge-in)

2) Post completion of CVP Self Service IVR, after agent transfer and then conference with IVR (agent / supervisor wanted to barge-in)

In essence for both incoming active call and also as part of conference active call too.




Capability of call center user barge-in to an active IVR call

A scenario where the agent and customer are connected and they then conference in a CVP is very easy to do. You just need a Dialed Number on the agent's CUCM that invokes the CVP, much like you would have to complete a transfer involving CVP.

The first part where your customer is already on an IVR self-service session and you then want the supervisors or agents to barge into the IVR session is going to much, much more tricky. I can only imagine that this would require serious customization. You would probably be able to record the media or do playback only using the new media forking features of ISR gateways but to involve the supervisor into the call .. pff almost impossible. You'd need some kind of selection critera anyway on which supervisor is going to be involved into which call. If you wanted to provide the customer with some kind of option to get assistance on navigating the IVR, I would make that option queue the call to a Skill Group, get an agent and then conference the customer and agent back into the IVR, either manually or by customizing the agent desktop.