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Title

Supervisor should be able to Use the Barge-In functionality when the agent is connected on a call.

Jira Link

Barge-In in Dialer: https://phonon.atlassian.net/browse/CB-2138

Barge In in OBD: https://phonon.atlassian.net/browse/CB-2139

Primary Actor

Supervisor 

User Story

> Agent 1’s call is in a connected state.

> S1 wants to intercept the call using barge-In functionality 

> Supervisor can see the barge-in button present on a call strip at the bottom of the screen when S1 is on the agent detail page.

> S1 presses the barge in button

>After barge-In call become conference call

> S1 hear the communication between Agent and the customer and V1 hear Agent and Supervisor.

>Agent can not see any note or receive any prompt indicating Supervisor has barge-In the call.

>Multiple Supervisor can barge-In the same call.

>Once Barge-In supervisor receives only one button on call strip “Hangup“

>By pressing hangup on supervisor screen only supervisor will get disconnected from the call and V1 and A1 will stay on call.

> S1 can disconnects the call

Extensions 

  • Barge-In Button Should be present on Supervisor UI when Agent is on ca call
  • As soon as Supervisor Presses the barge-In button he should be able to listen the conversation and Customer and Agent can also listen to him
  • No Note or Prompt to be played when supervisor Barge-In the call
  • When supervisor barge-In the call and Agent disconnects the call supervisor and visitor will be on a call.
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