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New Member

Superviosr Barge-in and Intercept function

I have a ICD3.0.2 with enhanced supervisor desktop, and the supervisor desktop has to silent monitor, barge-in the agent conversation. But the Supervisor desktop only shows the “Barge-in” and “Intercept” icon not available as gray, only the “Start Voice Monitor” and “stop Voice Monitor” option are available.

Please point how to setup and configure the functions?

Thanks

Jack

2 REPLIES
Anonymous
N/A

Re: Superviosr Barge-in and Intercept function

Check this troubleshooting document to enable the appropriate traces to locate the source of the problem

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_troubleshooting_guide_chapter09186a008009fd62.html

New Member

Re: Superviosr Barge-in and Intercept function

Also remember that the supervisor has to have the agent desktop installed and logged in for these features to work. This can cause a problem if the supervisor doesn't normally take calls. He/she will be in a "ready" state after barging in or intercepting.

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