Call barging is an advanced telephony feature that allows users of a shared octo-line directory number to join an active call. Strategically used, it reduces escalations and increases call quality. Read on to learn more about it and its use. Listed below are a few tips for using it effectively. But don't worry - it's not as complicated as it sounds. Read on to find out how you can start using it right away.
Call barging is an advanced telephony feature
A barge phone has a feature called call-barging that enables agents to quickly resolve escalations when they are in the middle of a conversation. It is particularly helpful in situations where a customer requests a supervisor or has a tough question or concern. The technology also allows agents to resolve tough issues on their own, reducing the number of times they need to escalate a call.
Another great use for call barging is to increase customer service. If you have a phone line for a customer service line, call barging will enable you to monitor calls while they are in progress so that you can intervene. This feature is particularly useful when an agent is training new agents and is working on a difficult call with an angry customer. When a customer calls in and asks to speak to a manager, call barging makes it easier for you to de-escalate the situation without losing the customer.
Lastly, call barging can allow managers to listen in on live calls and access recorded calls to monitor key metrics, such as first-call resolution rates, customer satisfaction ratings, average handle time, and call duration. By providing managers with meaningful data regarding each call, they can optimize agent performance, increase customer satisfaction ratings, and retain their audience base. There are a number of other benefits as well, and this is just a few of the ways call barging can improve customer service.
It allows users of a shared octo-line directory number to join an active call
An octo-line directory number can support up to eight simultaneous calls. Each phone shares the octo-line's ephone-dn so that it can answer any incoming call. It is possible to divide the octo-line into individual channels, and all phones can start calls on idle channels. However, this feature is not available for analog phones.
The barge feature is a call conversion feature that enables users of the same shared octo-line directory number ad hoc conferences. The feature uses a hardware conference bridge and can be configured in Cisco Unified CME. The feature has two distinct tones, one for setting up the conference and another for leaving. The barge tone signals the start of the conference, and the leave tone indicates the end of the conference.
This feature prevents other users from viewing your call information or barging into your call. By default, this feature is off, but you can toggle it on and off for individual phones. The same feature works for all shared lines on a single phone, so users of different shared line numbers cannot barge in to each other's calls. The privacy feature is supported on SIP shared-line directory numbers, as well as SCCP octo-line directory numbers.
It reduces escalations
Adding a barge phone to your office phone system can dramatically reduce escalations. This type of phone system allows managers to join calls on their own when necessary. By simply pressing the button on the caller's phone, a supervisor can jump on the call and join the conversation. However, it's important to remember that barging can have the opposite effect. Overusing this feature may negatively impact the performance of your agent.
Call barging helps to resolve conflict in a better way than traditional conferencing. Instead of transferring the call to the next level, managers can simply barge into a live conversation. This feature is especially helpful when onboarding new reps, since it serves as a safety net for the rep. In addition, barge phones allow managers to check on the progress of live calls, which increases first-contact resolution.
The benefits of call barging extend beyond reducing escalations. Agents can de-escalate calls by knowing that a supervisor is watching the call and can provide technical assistance or steer the conversation in a positive direction. It's also possible to analyze the types of customer complaints with call recording features. In addition, barging helps prevent misunderstandings by enabling agents to quickly explain the situation to a manager.
It is used strategically
In a call center, a Barge phone is strategically used to allow team members to supplement each other's knowledge. By creating a three-way call, the Barge phone makes it possible to easily pass an active call to an admin who can handle it. It also transcribes calls in real-time so that managers can review them later. Here are some of the best uses of the Barge phone:
A barge phone is a type of conference bridge in which one or more phones can be connected to the same network. This bridge enables participants to share a single conference bridge between them. If two or more users share the same directory number, barge can add them to the call. The other party will see the call information on their phones and hear a tonal tone if the conference bridge is configured properly. Once the conference bridge is established, the barge phone can be used to host multiple simultaneous calls.
A barge phone can be strategically used to help agents deescalate a call when necessary. Whenever an angry customer calls in, they will often demand help from a supervisor. By barging the call, managers can de-escalate the situation and let the agent know that they are there for them. This way, the customer will feel more comfortable and trusting of the agents. It will also allow managers to monitor the performance of their agents.
It is supported on SCCP
A Barge phone is an IP phone that supports SIP call features and is compatible with the SCCP protocol. The Barge soft key is displayed on an SCCP or SIP phone when you press the shared line button. When you use the cBarge soft key, you can select an active call and highlight it. You can also customize the soft key display to suit your preferences. SIP and SCCP phones both support the cBarge soft key.
The Barge feature allows users of the shared octo-line directory number to join a conference call. It is implemented using a hardware conference bridge and is configured in Cisco Unified CME. A conference-barge tone will signal the start of a conference and indicate when the conference has ended. Depending on the phone, you may also want to configure the barge feature on your UCSP-based PBX system.
It uses a shared conference bridge
Microsoft Teams supports ad hoc and scheduled conference calls. To access these calls, all users dial a shared conference bridge phone number. There are various conference bridge phone numbers available for different countries and regions, and all attendees must enter the conference ID when dialing the number. These phone numbers are shared by thousands of Teams users worldwide. This saves time for the participants, and reduces travel expenses. Besides, conference bridges enable you to host voice and video conferences.
Conference bridges are often used in business environments, where a group of participants needs to participate in the same meeting. It is a server that can answer several simultaneous calls. The conference bridge has to be set up before the conference call, and is usually hosted by an outside provider. The conference bridge allows participants to dial in to the same virtual meeting room with just a few clicks. Cisco IP Phone 8800 Series, for example, has a conference button for joining a conference call. Another feature of the conference button is the ability to create a unique URL for the conference bridge.
The Cisco CallManager administration conference bridge configuration window also supports multiple types of conference bridges. The NM-HDV-2E1-60 supports 30 high and 60 medium-complexity codecs. The NM-HDV-2T1-48 supports 24 and 48 high and medium-complexity codecs. The configuration window displays a message if the conference bridge isn't enabled. If you are unsure how to configure your conference bridge, consult the Cisco CallManager Administration Guide.
It works with a speakerphone
If you have a speakerphone, you might be wondering what the difference is. Well, speakerphones are basically the same as regular phones except for the fact that they only send and receive sound in one direction. Sound travels from the telephone line to the internal speaker. When you're talking, the speakerphone transmits the sound through the telephone line. Then, when you're not talking, the sound travels from the microphone to the speakerphone.
While speakerphones are not as clear as holding the phone to your ear, they are practical for situations where one person is in a busy waiting area and can't hear the other person. They utilize the phone's microphone and speaker to pick up sounds from a wider area. Speakerphones can be switched on and off during a call, making them a convenient alternative for phone queues. They are not to be confused with conference phones, which are usually equipped with a microphone for multi-party calls.