Barge-In for ACD

[atrain24]

I've never seen it or used it on Mitel...I've used it on Cisco though.

I don't even think Mitel has this feature within their ACD as it's nowhere within the Online Help..Silent Monitor of course but Barge-In?

Anyone know?

J

[ralph]

You can do it via feature codes.
1st, don't forward the agents phone on an internal busy.
2nd, set COS for the agents phone to allow it.
3rd,  set a feature code for "Override (one digit only)"

To use, call the agent.  When you hear the busy you can press the feature key for Override.

Ralph

[atrain24]

Appreciate the response.

Just some clarification:
1) I don't understand the Forward component...Are you stating check the Call Fwd'ing profiles and just ensure it's not forwarded on Internal Busy?
2) Class of Service to allow for what?


Thanks in advance!

[ralph]

1) For the barge in to work you need to call the phone and get a busy back.  You should hear a busy tone as well as your display should show busy.  If the phone is forwarded either via a profile or call rerouting you won't get that so you have to be sure it doesn't forward internal calls.

2) In the COS of the phone you want to barge in on (same for the COS of the Agent) you need to set "Busy Override Security" to NO.   In the COS of the phone that needs to barge into the call you need to set it's COS to have "Executive Busy Override" set to YES.

Ralph

[LoopyLou]

ACD agents can request help while on a call which I think allows a supervisor to join a call. 

[ralph]

ACD agents can request help while on a call which I think allows a supervisor to join a call. 

That's correct.  It's not a barge in so it's a different feature.  You'd need to enable "Silent Monitoring" in the COS of the agent and the phone that will do the silent monitoring.

Ralph