You can not invoke the barge-in feature via a 3rd party call control API.
The service observing feature provided by Communication Manager allows a 'supervisor' to eavesdrop on a specified agent and customer conversation in either the "no-talk", "listen only" or the "listen and talk" service observing mode. To access this functionality this through an application, the application makes a call with the appropriate service observing FAC (Feature Access Code) and the extension that the agent logged in from. For example, if the Talk/Listen Service Observing FAC is *70 and the extension the agent logged in from is 4000, a call request would be issued with *704000 as the called party. The call request is issued on behalf of a third extension (the observer).
There are three FACs associated with service observing. The application must decide which mode it wishes to be in for the duration of the service observing session when it invokes service observing.
Listen only - the service observer can hear the conversation but can not be heard.
Listen/Talk - the service observer can hear and be heard.
No Talk - This mode is used by call recording applications since it reduces timeslot consumption on G650 gateways increasing call recording capacity on the system.
In all modes the agent and customer are unaware of the service observing party unless the service observer talks.
An alternative way to "eavesdrop" on a conversation would be to use the "SingleStepConference" operation. The Single Step Conference can be done in either Silent or Active mode. In Silent mode the observer can not be heard, or 'seen'. In Active mode the observer can talk and listen to the conversation and is 'seen' via a display update. In Silent mode the agent and customer are unaware of the listen in party through the system station display.
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