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 Services > Calling > Service Settings.

2

Go to the Notification tone for agents section, and select the following options:

  • Play notification tone for Monitoring
  • Play notification tone for Supervisor Barge in
  • Play notification tone for Coaching

Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call.

notification tone configuration at organization level

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 Services > Calling > Features > Call Queue.

2

Select a call queue.

To create a new call queue, see Webex Customer Experience Basic.

3

In the side panel, click Settings.

4

Go to Notification tone for agents and choose the following options:

  • Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected.

    To configure the settings at the organization level, see Configure agent notification tone at organization level section.

  • Define custom notification settings—To customize the settings for this queue, choose this option and then select the following:
    • Play notification tone for Monitoring
    • Play notification tone for Supervisor Barge in
    • Play notification tone for Coaching

    Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call.

5

Click Save.

notification tone configuration at customer experience basic queue level

Configure notification tone at Customer Experience Essentials queue level

1

Sign in to Control Hub, and go to Services > Customer Experience > Queues.

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:

  • Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected.

    To configure the settings at the organization level, see Configure agent notification tone at organization level section.

  • Define custom notification settings—To customize the settings for this queue, choose this option and then select the following:
    • Play notification tone for Monitoring
    • Play notification tone for Supervisor Barge in
    • Play notification tone for Coaching

    Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call.

5

Click Save.

notification tone configuration at customer experience essentials queue level