Is it possible to break into a call. 1

[pdulfo]

Is it possible when observing a call to then break in and take over (or conference). The application would be for assistance in a call centre.

PD-S

 

[coniglio]

it's such a coincidence you posted this because I just found some info on Network Break-in and Force Disconnect.

When you say Call Centre are you talking about an ACD environment?

 

[pdulfo]

Certainly am. We are using M1 with symposium...

 

[Nortellian]

Just add a rag key on the phonethat has observe and supervisor class. Key xx rag. When observing a call hit the rag key and you are in the call. Look in the ACD manual pg 38 of 294.

 

[jmedms]

Thank you! This information helped me too.