topic Re: Barge Capability in Call Control

Barge Capability

bhoover02 — Mon, 13 Oct 2014 20:31:50 GMT

In my application, I want to place a call to an extension (supervisor) based on some event. After that extension answers and presses a digit I want to be able to conference that extension in with another extension's (agent) existing call without any other intervention required on the agent side. Is this possible?

Thanks,

Ben

Re: Barge Capability

smupadhy — Fri, 17 Oct 2014 20:12:56 GMT

Hi Ben,

We have discussed this issue by email. Posting a summary here for the benefit of other readers.

It is not possible to execute a barge operation via TAPI.

The suggested approach to achieve what you are trying, would be to use conference - involving an application controlled CTI port.

Another recommendation is to consider the 'Whisper Coaching' feature set, as an extension of the Silent Monitoring. It allows the functionality you are wanting, but does not allow the customer to hear the supervisor (only the agent can hear him.) Your application may want to do something like start out in Silent Monitor mode, providing a UI for the supervisor to escalate to Whisper Coaching mode, and then switch to full-on Conference (as above) if he needs to fully join the conversation.

Thanks,

Smita

Re: Barge Capability

ayush.shyam — Thu, 08 Jun 2017 10:02:26 GMT

But how can Supervisor initiate a conference when he is on coaching/monitoring state?

Please let me know!

Re: Barge Capability

dstaudt — Tue, 18 Jul 2017 22:00:58 GMT

I think the general idea would be to end the silent-monitor/whisper call with the supervisor - leaving a 2-party call between agent/customer - then immediately use TAPI requests to establish a new, regular conference scenario between agent/customer/supervisor.