Grandstream Networks UCM6 Series Manual
Call barge
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Also See for UCM6 Series:
- Service manual (47 pages) ,
- Manual (31 pages) ,
- Basic configuration manual (29 pages)
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Table of Contents
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Summary of Contents for Grandstream Networks UCM6 Series
- Page 1 Grandstream Networks, Inc. UCM6xxx Series – Call Barge Guide...
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Page 2: Table Of Contents
Table of Contents INTRODUCTION ......................3 CALL BARGING SETTINGS AND CUSTOMIZATION ........... 4 Enable Spy ............................... 4 Customize Spy Feature Codes ........................ 5 MONITOR PRIVILEGE CONTROL ................. 6 CALL BARGING OPERATIONS ..................7 Using Spy Feature Codes ........................7 Using UCM6xxx web interface: Call Monitor .................... 8 Table of Figures Figure 1: Enable Spy Confirmation ....................... -
Page 3: Introduction
INTRODUCTION UCM6xxx series support “Call barging” feature allowing users to drop in on a live call. This call center feature can be used to help supervisors/managers to take a more hands-on role in quality assurance practices and coaching of their agents on how to deal with customers during an active call, to improve customers service quality. -
Page 4: Call Barging Settings And Customization
CALL BARGING SETTINGS AND CUSTOMIZATION Enable Spy To use the call barging feature: 1. Access the UCM6xxx Web GUI Call Features Feature Codes. 2. Check “Enable Spy”, a confirmation window will pop up, press the button OK to confirm as displayed on the following figure. -
Page 5: Customize Spy Feature Codes
3. Click button then to save and apply the new changes. Customize Spy Feature Codes By default, UCM6xxx is using following feature codes: Spy Mode Default Feature Code Syntax Example Listen Spy *54<extension> *541000 Whisper Spy *55<extension> *551000 Barge Spy *56<extension>... -
Page 6: Monitor Privilege Control
MONITOR PRIVILEGE CONTROL In order to restrict ability for any extension to use barge feature and spy on any ongoing call, UCM6xxx series introduced “Monitor Privilege Control” option, starting from firmware 1.0.12.x, allowing to select specific extensions allowed to barge into a call. For example, in extension 1000’s settings, select 1002 from Available Extensions to Selected Extensions on the right. -
Page 7: Call Barging Operations
CALL BARGING OPERATIONS In these examples, we consider the following: 1. Extension 1000 is in call with an external number or local extension (1001 in our example). 2. Extension 1002 is manager/supervisor’s extension to use for barge in. 3. Extension 1002 is allowed to barge on extension 1000. Using Spy Feature Codes •... -
Page 8: Using Ucm6Xxx Web Interface: Call Monitor
• Barge Spy Using allowed extension to barge in, dial “Barge Spy” feature code (default is *56) followed by extension number to spy on. In this example: Using extension 1002, dial *561000. Manager/Supervisor’s extension: 1002 External number / Extension: 1000 local extension Figure 6: Barge Spy Once entering this feature code, the three numbers can speak and hear each other as if they were in a 3-... -
Page 9: Figure 9: Call Barging
Figure 8: Call Barging Monitor’s Extension The user who will barge in the active call. Monitored Extension The extension being monitored. Spy Modes Select the Barge Mode (Listen, Whisper or Barge). Require Confirmation Once checked, after the monitor’s extension accept the call he/she will hear a confirmation message to either accept to barge in the call or no.