Cisco Supervisor Desktop Barge-in issue

[SJ SJ]

I am using cisco supervisor desktop 6 premium version. As soon as the supervisor barges in an Agent's call , the call gets dropped.

What can be the possible reasons behind this issue.

[Doan Khanh Tan Thanh]

Can you make any ad hoc conference call with supervisor phone?

what codec you are using in agent and supervisor phone?

[SJ SJ]

Thanks Doan, i found that no media resource group list was selected for both agent and supervisor. The supervisor can do Ad hoc

conference of upto 3 paticipants. using codec G.711.

But now the issue is as soon as the Supervisor barge's in agents call the customer goes on HOLD. Dont understand why is this ?

[Doan Khanh Tan Thanh]

The problem look like:

1. H323 or SIP trunk to call manager's calling search space does not include the supervisor phone partition

2. MGL does not incluse all media resource specially the Software Conference Bridge?

Regards,

Thanh

[Aaron Harrison]

Hi

When the Supervisor barges, the agent is already talkgin to the customer - so UCCX will most likely conference in the Supervisor to the existing conversation.

So - try setting up a call on the Agent phone, and then conferencing the Supervisor in - it may be that the Agent phoen doesn't have the proper MRGL.

MRGLs can also be assigned at other levels - such as on the Common Device Configuration or Dev Pool depending on the version of CCM that you have.

Regards

Aaron

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[SJ SJ]

Barge in option in CSD the supevisor creates a forced conference call with the agent and

the customer. Is there any option in cisco supervisor desktop that only the agent and supervisor

talk to eachother while the customer is unable to hear their conversation.