Managers have the ability to barge into live calls in Regal. Managers can start barging into calls by opening the Task Slideout for the call.
The Task Slideout can be accessed by clicking on a task on the Agents page or by clicking on the task type on the Upcoming Tasks page.
You can start barging into a live call by clicking the “Barge” button. This will only be present when there is a live call to barge into. Like a classic phone conference, you can hear and interact with both the agent and the contact when barging. You can stop barging anytime without affecting the call by clicking “Stop Barging”.
The agent is able to see that you are barging or whispering by clicking on the "Transfer" button to open the Participants modal, which displays the Manager name and their status (either "Barging" or "Whispering").
Important notes:
- If you click away from the Task Slideout while barging (or listening or whispering), you will remain taking your action on the call (barging/listening/whispering).
- If either the agent or the contact hangs up while you’re barging on a call, the call will end for everybody, including yourself.
If you’d like to listen to a live call without interacting with the participants, check out our article about How To Listen To A Live Call. If you'd like to whisper directly to an agent on a live call without the contact hearing you, check out our article about How To Whisper To An Agent During A Live Call.