Call Control
This guide describes all additional Call Control Features for Supervisors.
Additional Call Buttons
In addition to the existing Call Control Buttons, the following buttons are available for Supervisors:
| Icon | Description |
|---|---|
 | Barge-In: Join an active call of a supervised agent |
Silent monitoring
Silent call monitoring allows you to eavesdrop on a phone conversation. With silent monitoring, you can hear both call participants, but neither of the call participants can hear you.
In order to initiate a silent monitoring session, the corresponding button must be used on the Supervisor View. Once a silent monitoring session has been started, a new workitem will be shown on the UI.
On this work item, the active call details of the agent's call are displayed:
Please note:
- In a CCX Deployment, it is not possible to silently monitor a direct incoming call to the agent, no matter if the call was received in state
ReadyorNot Ready. - The Barge-In button is only available on silent monitoring calls.
Barge-In
The Barge-In feature allows you to join a call between an agent and a caller. You can only barge in on a call that you are silently monitoring.
As a Supervisor, you can drop the agent from the barged in call. In order to do this, click the X Button next to the Party you would like to drop.
Important: In order to allow automatic updates to the ServiceNow interaction created for this call, you have to manually assign the interaction to your ServiceNow user.