I am using Service Cloud Voice with Partner Telephony from Amazon Connect.
As supervisor I am able to do 'Listen In' however I do not see any control for Barge In, nowhere found any documentation how that control will look like. Is it possible to do Barge In through Omni-Supervisor in SFDC?
When I use Amazon Connect CCP, for the same supervisor I can see the "Barge In" but not in SFDC.
@Lakhan Lal Prajapati Thanks for reaching out! This feature is slated for our Winter '24 release #SafeHarbour
@Janell Parga (Admin)Thanks for reaching out. Listen-in is an option now with Winter '24. From notes, I am seeing Summer '24 for Barge in (Forward looking statement)
Hi @Peter Jones Could you please confirm if the "Barge In" feature is now available? I'm unable to see the Barge In button but can see the Listen In button
@Peter Jones - looking for any update on when Barge In will be available for customers using Service Cloud Voice with Amazon Connect.
https://help.salesforce.com/s/articleView?id=service.voice_barge_in.htm&type=5
@Lakhan Lal Prajapati If the user have access to Omni Supervisors , they can login to Amazon via "View Amazon Real-Time Metrics"
https://help.salesforce.com/s/articleView?id=sf.omnichannel_open_realtime_metrics_report.htm&type=5
@Peter Jones - Any update on the "barge in" capability from Omni-Channel for Voice/Connect customers? I do not see it reference anywhere in the Winter 24 release notes, only mentions the Listen in capability but we have this now.
Hi DJ,
Barge in permission is already enabled in Amazon Connect for the supervisor and I was able to do 'barge in'
from AWS Connect CCP. However my question was if supervisor is already Online in SCV Omni-Utility, and he/she would like to participate in current conversation (due to some escalation etc.) then only workaround for him/her is to go 'Offline' from omni-utility and then login into the AWS Connect CCP so that they can initiate 'Barge In'.
Is my understanding correct or am I missing anything?
Thank You,
Lakhan
Enable barge in using Amazon connect try barge in on ccp but it’s not recommended Hi @Peter Jones, Thank you for the update.
Is there any workaround for supervisors to contribute to the conversation through Omni Utility or they will have to access Amazon Connect CCP to do 'Barge In'?
Thank You,
Lakhan
