V20 listen-in/barge-in feature

[Praetorium]

Hi Guys

Anybody have an idea where the listen-in/Barge-in feature is in new v20 release?

We run a call center and rely heavily on this feature.

 

[TheodorosG_3CX]

This is part of the user roles as explained in the guideline here.

 

[Praetorium]

This is part of the user roles as explained in the guideline here.

Thx a mil.

 

[TheodorosG_3CX]

You are welcome

 

[SweetAction]

I still have the problem, the link you provided hasn't helped me

Type: Enterprise Annual
Version: 20.0 Update 0 (Build 1494)
Client: Using either the webclient, or the new v20 3CX app from the Microsoft store, logged in as the System Administrator user.

Expected behavior:
Someone in the same department (DEFAULT) is on a call. I rightclick them while in the "Team" tab, and see an option "Barge-in".

Problem:
The barge-in option does not show up.

It was working fine before the update to v20. Am I missing something? Anything i havent mentioned that could play a role?

System Admin doesn't have barge in right. The link has a table of who has what rights.

 

[messagesonhold]

Reviving an old thread - is making all of our staff "Managers" the only way to allow them to barge calls?

Previously we could setup a group and enable the Barge option for group members, so any staff in the group could barge each other. This worked great, where our sales support team could barge a sales call and start readying information while the call was ongoing.

Now, with roles being system-wide, if I create a separate dept for the specific staff we want to enable barge for (in addition to their regular dept) and set them to be 'managers' in this special dept, they are also now system-wide managers and can make changes on all other depts/groups? Obviously this isn't a viable solution, so wanted to confirm if there's still a proper way to do this in V20?

 

[Muzz]

I agree that this feels a bit less granular than previously. Previously, you could give Listen/Whisper/Barge access without having to also give a stack of other rights. Now a person that has listen access also has access to reports, recordings, office hours for the department, ...etc. You usually want more granularity than what is now available.

 

[messagesonhold]

Any input from 3CX staff would be greatly appreciated - I don't think we'll be able to upgrade to v20 if it's going to kill our barge features.

 

[Peter Tomlins]

I'd like to see some feedback on this too - just finally upgraded our NFR to have a play and the lack of granularity is concerning. We have customers using the whisper/barge-in features for training (with granular group permissions) and making them managers in V20 with all the extra permissions they get is going to be a hard nope.

 

[messagesonhold]

Bumping for a reply please how are any barge customers meant to continue operations without making entire departments of staff "managers"?

 

[messagesonhold]

FYI for others, this was the response I got from support:

"I understand what you mean, kindly note however, that with the v20, the Barge in, listen in or whisper function can is for the manager, owner and system owner roles. Users who would need to uses these functions would need to be granted the rights of either of the roles.".

In other words, yes they know they're requiring staff who have nothing to do with 'management' to now have 'management' roles, and no, they don't think that's a problem