09-01-2011 05:52 AM - edited 03-16-2019 06:46 AM
We are running CUCM 7.1.3 and I am looking for a way that an incoming call to an extension can be answered by a user on one telephone and monitored by a supervisor from another telephone, preferably by the supervisor just having to picking up a handset.
The current system we have in place has two telephones configured with the same extension number and requires that the supervisor waits for the user to answer the call on the first telephone and then press the "barge" softkey on the second telephone joining the supervisor into the call.
Can anyone think of a better way to solve this problem?
Solved! Go to Solution.
09-01-2011 09:19 AM
Hi Paul,
If they were using Analog on the Nortel...then you may be able to
duplicate that on the VG224 using this feature/setting
The cBarge feature allows any idle IP or analog phone on a shared line or connected to the same port to automatically join an already active call on the same shared line by simply going offhook. Through the Cisco Unified CM, the three parties are allowed to hold a conference call.
Note Only one analog phone is allowed to cBarge into an active call. When one phone has already been allowed to cBarge into an existing conversation, no other shared line analog phone can cBarge into it.
In analog switching systems, a single analog port can be connected to multiple analog phones such that when a phone is in an active conversation, any other phone that is connected to the same port can go offhook to join in the conversation.
In digital IP switching (or PBX) systems, a similar capability is supported and it is called a shared line. All the phones using the same directory number are called shared line phones. When there is an existing conversation on a shared line, going offhook enables another shared line phone to cBarge into the conversation.
Note When cBarge is configured, privacy might be an issue because any idle phone on the shared line that goes offhook can join an existing conversation regardless of the idle phone user's desire to join the call or not.
Privacy is a feature that blocks other phones on a shared line to cBarge into a conversation.
Configuring the port on a shared line on the Cisco Unified CM to Privacy prevents other phones on the shared line to barge into active calls.
http://www.cisco.com/en/US/docs/ios/voice/fxs/configuration/guide/fxscbargepriv.html
Cheers!
Rob
09-01-2011 07:12 AM
Hi Paul,
When using the Handset on Cisco IP phones and basic CUCM, the only way to "monitor"
another call is by using Barge/cBarge
I just researched this for one of our users not too long ago and found that when using
our Plantronics CS 55 "wireless" headsets you could mitigate having to use Barge/cBarge
but only in a 1-1 relationship
Check out this special part specifically for Training with CS55's
http://www.headsets.com/headset/Headsets.com-Wireless-Y-Adapter/
Cheers!
Rob
PS: just my 2 cent$, but I never thought having to press two buttons was
too arduous
09-01-2011 07:35 AM
Hi Rob, Thank you for your reply!
I agree with you that the Barge/cBarge is fine, It isn’t difficult to use and does works fine, its just that the supervisors dont like change (especially if they see it as a step backwards ) I think what’s upset them is that on the old Meridian telephone system that we have replaced it was possible to configure two ports to join one call, so the supervisors could just pick up their handset and listen to the call.
Unfortunately I dont think the headsets would help on this occasion as the users and the supervisors are located in two different buildings and not sat next to each other.
09-01-2011 07:49 AM
Hey Paul,
I hear you my friend
We moved from Meridian to CUCM a few years back as well. On the Nortel
someone still had to press "Privacy release" for the Supervisor to Barge
but in this case it wasn't the "boss" who had to do all the work .
Or they may have been using ACD or Symposium in which case Cisco's
Call Centre (UCCX) offers a similar functionality.
Cheers!
Rob
09-01-2011 08:04 AM
Hi Rob!
Ours was even easier than that, as on this one extension it was configured with two analogue phones and only required the Supervisor or the user to lift the handset.
We tried to replicate it using vg224's 248's and ATA's but no joy. Looks like they had better get used to Barge/cBarge
Many thanks for your help!
Paul
09-01-2011 09:19 AM
Hi Paul,
If they were using Analog on the Nortel...then you may be able to
duplicate that on the VG224 using this feature/setting
The cBarge feature allows any idle IP or analog phone on a shared line or connected to the same port to automatically join an already active call on the same shared line by simply going offhook. Through the Cisco Unified CM, the three parties are allowed to hold a conference call.
Note Only one analog phone is allowed to cBarge into an active call. When one phone has already been allowed to cBarge into an existing conversation, no other shared line analog phone can cBarge into it.
In analog switching systems, a single analog port can be connected to multiple analog phones such that when a phone is in an active conversation, any other phone that is connected to the same port can go offhook to join in the conversation.
In digital IP switching (or PBX) systems, a similar capability is supported and it is called a shared line. All the phones using the same directory number are called shared line phones. When there is an existing conversation on a shared line, going offhook enables another shared line phone to cBarge into the conversation.
Note When cBarge is configured, privacy might be an issue because any idle phone on the shared line that goes offhook can join an existing conversation regardless of the idle phone user's desire to join the call or not.
Privacy is a feature that blocks other phones on a shared line to cBarge into a conversation.
Configuring the port on a shared line on the Cisco Unified CM to Privacy prevents other phones on the shared line to barge into active calls.
http://www.cisco.com/en/US/docs/ios/voice/fxs/configuration/guide/fxscbargepriv.html
Cheers!
Rob
09-02-2011 03:04 AM
Rob, Were going to have some happy supervisors again soon I suspect! This is exactly what we were after. Were pretty new to the vg224's here, having only ever used 248's. The more you look at the 224's the more useful you realise they are!
Thnaks for your help!
09-02-2011 05:32 AM
Hey Paul,
You are most welcome my friend
I hope this works well for you!
Cheers!
Rob
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