Hi all ,
I have a request from my users to monitor associates' calls to customers - on the fly - while they speaking to them.
Is there any way wherein the supervisor can listen to ... say a specific extension - in a pool of 10 extensions ( usually the customer facing agents ) .
"Barge" requires the involved people to share DNs i.e. should be essentially same extensions , so that a call ending up on a particular Line can be barged into . Am i right ?
Is there any other way around ?
Solved! Go to Solution.
Hi Manish ,
Shared line means ultimately same extensions , right ?
So Barge does require same extensions to work.
I guess then that will not be applicable in my scenario then !
Yes Rahul, shared lines means shared extensions. As per the Features and services guide "The single button barge/cBarge, barge, privacy, and privacy on hold features work with each other. These features work with only shared lines."
Since you are mentioning agents in your description, which application are you using to handle agents then. Cisco provides UCCX and UCCE for this purpose and if you have either of these applications, this can easily be achieved since both these applications provide facility of doing live monitoring for the agents natively.
In case, if you are using any vendor other than Cisco UCCX/UCCE to handle agents and their activities then there are lot of 3rd party vendors available in the market that can provide you this functionality while using CUCM. Take a look at below thread: