Barge-In Functionality
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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