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.
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.
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.
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.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...