Original Message:
Sent: 05-12-2023 09:15
From: Chris Bohlin
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Thanks Pei Wen...quick question - can you tell me what type of phone the supervisor is using? Is it a physical device or webRTC?
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
Original Message:
Sent: 05-11-2023 23:11
From: Pei Wen Quek
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Hi Chris,
We experienced the same issue where the subsequent barge-in failed. Here is the details if you'd like to investigate further.
Conversation ID: 607eb1c0-1590-4dd9-ac4f-1c45a65edf70
Region: Asia Pacific (Sydney)
I also noticed when the barge-in call failed, an interaction showed up under the call panel.
If the supervisor log out and log back in, the issue resolves and they are able to barge-in to the same call again. However, the subsequent barge-in will still fail.
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Pei Wen Quek
Datacom
Original Message:
Sent: 05-11-2023 08:16
From: Chris Bohlin
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Thanks, Carlos - I will follow-up via email once I have been able to get this looked into.
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
Original Message:
Sent: 05-10-2023 09:14
From: Carlos Correia
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Hi Chris,
Ok for the script during barge-in. For now we don't foresee any issue with that, I just wanted to understand.
For the barge-in error:
Conversation ID: c97c924e-f5e8-4207-b846-b4f7eea8f74b
Region: eu-west-1 (EU Ireland)
Regards,
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Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda
Original Message:
Sent: 05-10-2023 08:02
From: Chris Bohlin
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Hi Carlos - thanks for the feedback.
For the first issue - could you make another test and send me the conversationID where the subsequent barge-in fails? This was one of the issues that we worked on before beta release (and part of the reason this feature has taken so long to deliver.) My expectation is that when you end the barge-in, you should be good to start another barge-in session on the same conversation.
As for the script - this is intentional. With Barge-in, the supervisor is now a formal part of the call and they are effectively now treated as an agent. We give them call controls and even present the same script. We did not make it optional but I can certainly look into that in the future if necessary.
Let me know on that conversationID (and your region) and I'll get it investigated.
Thanks,
Chris
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
Original Message:
Sent: 05-09-2023 10:37
From: Carlos Correia
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Hi Chris,
Thank you for this useful feature for monitoring.
I just tested in our lab and for it looks globally ok, but I have 2 points to report:
1. I can't barge-in twice in the same conversation: I barge-in the first time and end it. If I try to barge-in again, it tries to connect but end with an error. Is it a limitation or a bug?
2. I noticed that barging-in opens the interaction (with script). Is it how it is intended to be, or can it be optional?
Thank you.
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Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda
Original Message:
Sent: 04-26-2023 17:30
From: Chris Bohlin
Subject: Welcome to the Barge-in Voice - Beta Community!!!
Hello everyone,
The Genesys Cloud PM team is happy to open applications for our Beta Program for our long awaited, and much anticipated Barge-in Voice functionality. If your supervisors have been itching to jump into calls to lend a hand to their agents or customers, now's your chance!
This is an open beta and available to customers, partners, and even internal orgs alike - so I encourage you to sign up and share your feedback.
Apply for Beta here. The beta is open now!
Upon completion the sign-up form, we will reach out to via email to confirm the feature has been enabled for you organization.
We look forward to hearing your feedback and to finally getting this feature to the market.
Thank you and enjoy!
Chris Bohlin
#BetaAnnouncement
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
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