Barge-In for Monitoring Agents.

       Call monitoring gives supervisors the ability to listen to and monitor calls.This helps to coach the agents in real-time, improve quality and efficiency.

    While Creating users when role is selected as supervisor then 2 more fields will appear.

1.   1.   Eavesdrop from : Extension from which the Supervisor is going to BargeIn. Only when the supervisor calls from this extension he will be authenticated to eavesdrop on the call.
2.   2.   Eavesdrop         : BARGE-IN     

     To live barge-in please make sure the user details page for the user to perform barge-in has the "Eavesdrop from" field filled with their corresponding TxContact Agent ID.

     To add  BargeIn Number :

            1.   Navigate to TxSmartQ > Channels > Calls > Dialplan > Feature Access Code. 

            2.   Add the access code in the Barge In field.

            3.   Cick on  Update

      Supervisors with access, can dial the BargeIn Number mentioned in the Feature Access Code(FAC) page   followed by the Agent ID.

      Then press the following digits.

•     Press 1 To speak with the Agent - This is called Whisper Coach where the Supervisor can coach the agent where in customer will not be able to hear the conversation between them.
•     Press 2 To speak with the Customer.
•     Press 3 To speak with the Agent and Customer 
•     Press 0 To Listen Only  -  Supervisor can  monitor the Agent Customer conversations.

   Note: To use this feature, Supervisor should be added the to queue he wants to eavesdrop.