I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

Hello Kevin, 

This is not something we offer yet with Salesforce. I have reached out to some internal contacts to see when its going to be on the roadmap. 

Cheers, 

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

Cameron, 

Do you know if this feature has been released or if it's on the roadmap to be released soon? 

Thank you, 

Hello Kevin, 

This is not something we offer yet with Salesforce. I have reached out to some internal contacts to see when its going to be on the roadmap. 

Cheers, 

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

Hello Suzanne,

Unfortunately Cam is out of office for a while. I was checking the Product Ideas Lab, but I did not see anything that matched Barge-In for Salesforce specifically. @Robert Wakefield-Carl do you happen to remember which Idea you were looking into? I can try to check on some things internally while Cam is out.

Cameron, 

Do you know if this feature has been released or if it's on the roadmap to be released soon? 

Thank you, 

Hello Kevin, 

This is not something we offer yet with Salesforce. I have reached out to some internal contacts to see when its going to be on the roadmap. 

Cheers, 

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

It was on a roadmap back in the day when Genesys has the Service Cloud Voice integration before CX Cloud.  Probably not relevant today.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 03-25-2025 14:36
From: Jason Kleitz
Subject: CX Cloud from Genesys and Salesforce - Monitor and Barge

Hello Suzanne,

Unfortunately Cam is out of office for a while. I was checking the Product Ideas Lab, but I did not see anything that matched Barge-In for Salesforce specifically. @Robert Wakefield-Carl do you happen to remember which Idea you were looking into? I can try to check on some things internally while Cam is out.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-25-2025 12:57
From: Suzanne Mueller
Subject: CX Cloud from Genesys and Salesforce - Monitor and Barge

Cameron, 

Do you know if this feature has been released or if it's on the roadmap to be released soon? 

Thank you, 

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.

Original Message:
Sent: 02-06-2025 10:16
From: Cameron Tomlin
Subject: CX Cloud from Genesys and Salesforce - Monitor and Barge

Hello Kevin, 

This is not something we offer yet with Salesforce. I have reached out to some internal contacts to see when its going to be on the roadmap. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-24-2025 11:06
From: Kevin Goodwin
Subject: CX Cloud from Genesys and Salesforce - Monitor and Barge

I am looking for a definitive answer as to whether not the CX Cloud from Genesys and Salesforce integration/feature supports the ability to live listen or barge into conversations. I am able to monitor an interaction and do the 'whisper chat' with the agent from the Omni Supervisor page, but if I try to listen to the conversation it is disabled and the help text says to contact our telephony partner. I've verified that my supervisor user has monitor/barge permissions in GC. 

This doc, page 80 outlines what should be set in SF, and I believe that I have met all of those requirements.

https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_pt_dev_guide.pdf

Look forward to any feedback the community might have.

#Omni-ChannelDesktop/UserInterface

------------------------------
Kevin Goodwin
Senior Consultant
------------------------------