01-26-2012 08:24 AM - edited 03-14-2019 09:14 AM
i have installed ipccx 7 but can't use the barge-in and intercept keys as these are showing inactive . I have CSD in my PC .
Someone can help me?
01-26-2012 08:30 AM
You need to have CAD running also. You can't use barge or intercept if Agent is not running.
01-26-2012 10:11 AM
Hi Andrew , CAD is Running also
01-26-2012 10:12 AM
01-26-2012 10:17 AM
The agent you are trying to intercept/barge in on, are they on an inbound ACD call? If so, are you clicking on "Inbound" under their name?
Also, barge and intercept are only availabe on Enhanced and Premium license. See page 25 and on for what is available for each license type.
01-26-2012 11:07 AM
01-26-2012 11:39 AM
The icon in your image indicates it is not the "Inbound" but instead the "Logs" that you are on. Do you see an icon like selected in the below image in blue? This is where you need to be to use Barge and Intercept.
01-26-2012 01:22 PM
01-26-2012 01:30 PM
That's why you can't barge in or intercept then. You probably also can't record calls either, only monitor. Is that correct?
01-26-2012 01:33 PM
01-26-2012 01:35 PM
Is your CCX environment "In_Service" or "Partial_Service"? You can find out by going to the CCX App Admin page, System - Control Center. Your server(s) should be "In_Service".
01-26-2012 01:47 PM
Were you previously able to view this information? If so, you may want to try restarting the Cisco Desktop Call/Chat service. Per the CAD Install Guide:
Call/Chat Service
The Call/Chat service acts as a message broker between the Call/Chat clients and Supervisor Desktop. It is in constant communication with all agent and supervisor desktops.
Agents’ desktops inform the Call/Chat service of all call activity. The service, in turn,
sends this information to all appropriate supervisors. It also facilitates the sending of
text chat and team performance messages between agents (excluding IP Phone
agents) and supervisors.
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