---
title: Call Barge
slug: contact-center/call-barge
docTags: 
createdAt: 2025-09-28T03:39:13.811Z
---

# Overview

Call Barging is a real-time monitoring feature that allows a supervisor to enter a live call between an agent and a customer and speak with both parties. It is typically used for on-the-spot assistance, de-escalation, or to close a sale.

# How It Works

From the supervisor monitoring console, a supervisor can see all active calls. By selecting a call, they have the option to Barge. This action immediately connects them to the call, effectively turning it into a three-way conference where the supervisor, agent, and customer can all speak to each other.

## Prerequisites

- The user must have supervisor-level permissions.
- The agent being monitored must be on a live call.

## Configuration Steps

- **Using Call Barge (Supervisor):**
  - **Location:** Supervisor > Monitor > Live Monitoring
  - **Action:**
    1. In the Voice tab, identify the agent on a live call you wish to barge.
    2. Click the **Barge** icon (often represented by a telephone handset) associated with that agent's call.

# Use Cases

- **De-escalation:** A supervisor barges into a call with an angry customer to take over the conversation and resolve the issue.
- **On-the-Job Training:** A supervisor barges in to assist a new agent who is struggling with a customer's complex query.
- **Sales Assistance:** A sales manager barges into a call to help an agent close a high-value deal.

## Benefits

- **Immediate Issue Resolution:** Enables supervisors to intervene directly and resolve difficult situations in real-time.
- **Effective Live Training:** Provides a powerful tool for on-the-spot coaching and support for agents.
- **Improved Quality Assurance:** Allows supervisors to actively manage call quality and ensure adherence to company policies.

## Limitations

- Overuse of barging can undermine an agent's confidence and may be perceived as micromanagement.
- There might be a brief audio change when the supervisor joins, which could be noticeable to the customer.