Introduction - Grandstream Networks UCM6 Series Manual

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.
UCM6xxx series support 3 different call barging modes to better respond to customers' expectation:
•
Listen Spy: Allows the extension monitoring the call to hear both parties in the active call but the
audio of the user on this extension will not be heard by either party. This can be usually used to
supervise calls.
•
Whisper Spy: Allows the extension monitoring the call to hear both parties in the active call. The
user on this extension can only talk to the selected monitored extension and he/she will not be
heard by the other party in the active call. This can be usually used to assist an agent during the call.
•
Barge Spy: The extension monitoring the call can talk to both parties in the active call. The
call will be established similar to three-way conference.
Call barging feature can be activated using feature codes from a registered phone or using "Call Monitor"
from UCM6xxx web interface.
This guide describes needed steps to use the call barging feature using the two methods mentioned
previously.
Call Barge Guide
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