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You can configure whether to play a notification tone to Customer Experience Basic and Essentials agents when a supervisor monitors, coaches, or barges in on the agent's call. This feature allows separate configuration of notification tones for regular barge-in and supervisor barge-in.
As an administrator, you can separately configure the notification tone for each supervisor function, such as monitoring, barge-in, and coaching. Depending on your configuration, the system may or may not play the notification tone for the agent when a supervisor invokes the functions.
With the introduction of this feature, the regular barge-in setting, which is configurable at the user level, doesn't apply to the supervisor barge-in functionality of Customer Experience Basic and Customer Experience Essentials. Even if you enable the regular barge-in tone for a supervisor, the agent won't hear a notification tone when a supervisor barges in on their call queue call.
To find more information about the regular barge-in configuration, see Allow users to barge in to other people's phone calls.
You can configure the notification tone at organization level and queue level.
Configure notification tone at organization level
The settings configured at the organization level automatically apply to all call queues (both Customer Experience Basic and Customer Experience Essentials) in the organization.
1 |
Sign in to Control Hub, and go to . |
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Go to the Notification tone for agents section, and select the following options:
Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call. ![]() |
Configure notification tone at queue level
The queue level settings override the organization level settings.
Configure notification tone at Customer Experience Basic queue level
1 |
Sign in to Control Hub, and go to . |
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Select a call queue. To create a new call queue, see Webex Customer Experience Basic. |
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In the side panel, click Settings. |
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Go to Notification tone for agents and choose the following options:
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Click Save. ![]() |
Configure notification tone at Customer Experience Essentials queue level
Customer Experience Essentials isn’t available for Webex for Government. |
1 |
Sign in to Control Hub, and go to . |
2 |
Select a call queue. To create a new queue, see Webex Customer Experience Essentials. |
3 |
In the side panel, click Settings. |
4 |
Go to Notification tone for agents and choose the following options:
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5 |
Click Save. ![]() |