How it Works: Barge-in Voice – Beta for Genesys Cloud

PURPOSE: The purpose of this document is to outline the workflow for initiating a barge-in session on voice calls on the Genesys Cloud platform. The
content below will outline the necessary steps to start and stop a new barge-in session, morph from monitor → coach → barge, and how to establish the
supervisor’s audio session to the platform. The last section of this document will outlines the known changes to existing processes as well as the limitations of
this beta solution. Many of these limitations will be addressed before the GA release of the feature while other constraints may remain.

FEEDBACK: All feedback may be posted in the Genesys Cloud: Barge-in Voice Community or sent directly to the product management team
(chris.bohlin@genesys.com).
How to initiate a barge-in session:

• Step 1: Locate your conversation in the interactions view

• Step 2: Click into the interaction you wish to monitor, coach, or barge into. This will bring you to the ‘interaction details user interface’
• Step 3: Select the dropdown button from the ‘INTERNAL’ participant list and choose the option you wish to enable. Notice the new ‘barge-in’ option

• Step 4: With the addition of barge-in, supervisor will now receive an audio call via their configured phone via the ‘interactions’ tab. This is a change
from how monitor and coach previously worked and is how all ACD calls will connect moving forward. (Notice the ‘barge’ icon in the roster card in the
screenshot below.)
• STEP 5: When finished barging, supervisors must either hang-up or click the ‘stop barge-in button’.

• STEP 6: Once disconnected, supervisors may start a new monitoring, coach, or subsequent barge-in session if desired
Known Limitations and Constraints:
1. Audio connections to support Monitor/Coach/Barge-in sessions will transition from the communicate window to the interactions tab for ACD
interactions. (Non-ACD interactions will still use the communicate window.)
2. Genesys will support ‘morphing’ from monitor to coach to barge with a single audio connection, but once in a barge-in session, supervisors must
disconnect and start a new session to monitor or coach.
3. Genesys will support back-to-back barge-in sessions to the same conversation. (Meaning, the supervisor starts a barge-in session, then
disconnects, and subsequently reconnects again to the same conversation. When this occurs, the conversation will introduce a new participant row
in the timeline view of the interaction details UI.
4. If a consult transfer is initiated during a conversation that that is being barged into, the agent receiving the transferred call will be blocked from
doing a subsequent transfer of the same call.
5. WARNING: While possible to do in the UI, Supervisors should be advised NOT to perform consult transfers while barging into a conversation or the
customer segment will remain 'stuck' listening to on hold music and neither the supervisor or participating agent will be able to get the customer
back on the call until one party has hung up.
6. After an agent has successfully completed a consult transfer, the barged-in supervisor will not see the name of the party to which they remained
barged-into in the roster card of the UI (see screenshot of step 4)
7. Secure Pause is not honored for scenarios involving Consult-Line Recordings.
a. If a consult transfer is initiated on a call, and the agent is speaking only to the other agent (while the customer sits listening to hold music), and
consult recording is enabled on the consulted parties line, secure pause requests will not be honored by the consult recording - the recording
will continue.