Call Barging is a powerful feature available in CallHippo that allows authorized users, such as owners, admins, or managers, to silently join ongoing calls between agents and customers. This feature is especially valuable for real-time monitoring, quality control, and team coaching, without disrupting the conversation or alerting either party.
Whether you're managing a growing sales team or running a support center, Call Barging helps ensure that your agents deliver high-quality service every time.
What is Call Barging?
Call Barging is a live call monitoring feature that lets authorized users join a current call between an agent and a customer. The key benefit is that neither the customer nor the agent knows that the call is being monitored.
Additionally, both the agent and the customer will hear the authorized user's voice during the call, which enables real-time intervention or guidance when necessary. However, the authorized user's presence is discreet, and the agent and customer will not be aware that they are silently being joined.
Important Behavior of Call Barging
Silent Monitoring: When an authorized user barges into an ongoing call, neither the agent nor the customer will be notified. The call continues without any indication that a third party has joined. This ensures discreet monitoring for training and quality assurance purposes.
Listen-Only Mode: The user who initiates Call Barging will be able to listen to the conversation silently. Their voice will not be transferred or heard by either the agent or the customer. This mode is designed strictly for passive monitoring and does not allow the barging user to participate in the conversation.
Who Can Use Call Barging?
Call Barging is available to the following user roles:
Owner
Admin
Manager (can access the feature only for calls involving agents who report to them)
Supervisor (can access the feature only for calls involving agents who report to them)
These roles are authorized to barge into live calls and listen in, ensuring quality assurance and real-time intervention when necessary.
Benefits of Call Barging
Quality Assurance: Ensure agents follow company protocols and maintain high service standards by reviewing live conversations.
Real-Time Performance Monitoring: Gain instant insights into how agents handle customer interactions—helpful for both evaluating strengths and identifying areas for improvement.
Immediate Intervention: If an agent is struggling or giving incorrect information, authorized users can step in discreetly, allowing timely corrections without disrupting the call. Additionally, since the authorized user's voice is audible to both the agent and the customer, they can directly intervene if necessary.
Important Note: The Live Calls section only displays manual calls. As a result, the Call Barging feature cannot be used for calls made via the Auto-dialer.
How to Use Call Barging in CallHippo
Follow these steps to use the Call Barging feature through the CallHippo dashboard:
Log in to your CallHippo Dashboard.
Navigate to the “Live Calls” section.
You’ll see a list of all active calls currently happening in your account.
To join a live call, click the “Call Barge” button next to the call you want to monitor.
Make sure your CallHippo dialer is open. After clicking the barge button, you'll receive an incoming call on your dialer.
Answer the call to start listening in on the conversation. You will be silently connected, and both the agent and the customer will hear your voice, but they will not know that you are joining the call unless you speak.
How to Enable Call Barging
The good news is—Call Barging does not require manual activation.
This feature is available in limited plans. You can check the eligibility and find more details about this feature on the CallHippo Pricing Page.
Are There Any Extra Charges?
No. Call Barging is an included feature in supported plans and does not incur any additional costs.
Troubleshooting: Why You May Not Be Able to Use Call Barging
If you're having trouble accessing this feature, here are some possible reasons:
Plan Limitation:
Call Barging is available in limited plans. You can check the current availability and plan details on the CallHippo Pricing Page.Indian Number Limitation:
Due to telecom regulations, Call Barging does not work when the active call is made using a CallHippo-provided Indian phone number.Sub-user Restrictions:
Even if a sub-user has access to the Live Calls module, they must be assigned the appropriate role (Owner, Admin, or Manager) to use Call Barging. Without the correct role, the barge option will remain unavailable.
In Summary
Call Barging is an essential tool for any organization looking to ensure service excellence and improve team performance. With the ability to silently monitor live calls and directly speak to the agent and customer if necessary, authorized users can coach, correct, and support agents in real time, making a big difference in customer experience and operational efficiency.
If you’re eligible based on your plan and setup, take full advantage of this feature to stay on top of your call quality game.
Some basic queries related to Call Barging:
Q: Can I monitor live calls in real-time using Call Barging?
A: Yes, Call Barging allows authorized users to monitor live calls and gain insights into how agents are handling customer interactions in real-time.
Q: How do I intervene in a call while using Call Barging?
A: Once you join the call using Call Barging, you can speak to both the agent and the customer. Your voice will be audible to both parties, and you can directly intervene if necessary.
Q: Will Call Barging impact the quality of my calls?
A: No, Call Barging is designed to monitor calls without disrupting the customer experience or the quality of the call. Your voice will be heard clearly by the agent and the customer.
Q: Can I barge into a call from any device?
A: No, you can only initiate a barge call from the CallHippo dashboard, which can be accessed only via a web browser. And the barge incoming call will only land on the web dialer and desktop application, and not on the mobile applications of the dialer.
Q: How can I check if my plan supports Call Barging?
A: You can visit the CallHippo Pricing Page to see which plans include the Call Barging feature and check your current plan's features.
Q: Can a sub-user use Call Barging if they have the Live Calls module rights?
A: No, sub-users cannot use the Call Barging feature unless they are assigned an appropriate role (Owner, Admin, Manager, and Supervisor), even if they have access to the Live Calls module.
Q: Can I listen to a live call between my agent and a customer without them knowing?
A: Yes, this is possible using the Call Barging feature.
– Available to Owners, Admins, Managers, and Supervisors (based on reporting structure).
– Supported only in limited plans—check the CallHippo Pricing Page for eligibility.
Q: How can I check what’s happening on my team’s calls while they’re still on the call?
A: Use the Live Calls section on the dashboard to view active calls.
– If eligible, you’ll see a “Call Barge” button to join the call using the Call Barging feature.
– Only manual calls are displayed here (Auto-dialer calls not supported).
Q: Can I use this live monitoring feature from my phone?
A: No, Call Barging can only be used via the CallHippo web dashboard.
– The barge-in call will land on your web dialer or desktop app, not on mobile apps.
Q: Will the agent or customer know if someone has barged into their call?
A: No, the call is monitored silently. Neither the agent nor the customer will be notified or aware that an authorized user has joined the call.
Q: Can the person who barges the call speak to the agent or customer?
A: No, the user who barges into the call is in listen-only mode. They can hear the conversation but cannot speak or interact with the participants.
Q: Is my voice audible when I barge into a call?
A: No, your voice is not audible. Call Barging allows silent monitoring only, and your audio will not be transferred to the agent or customer.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]