Barge-in Exempt

Description

Barge-In Exempt is a feature that relates to Directed Call Pickup with Barge-In. Directed Call Pickup with Barge-In (DPUBI) allows users to dial a feature access code (FAC) (*33) followed by an extension to answer a call directed to another user in the same customer group, or barge in on the call if the call was already answered. When a barge-in occurs, a three-way call is established between the parties with the DPUBI user as the controller.

Throughout this section, the following terms apply:

• DPUBI user – The user invoking the DPUBI service
• Picked up user – The user whose extension has been selected by the DPUBI user
• Other party – The party that is connected with the picked up user before the DPUBI attempt takes place

Common Use Case

If a manager or supervisor desires to listen into a person’s conversation, theBarge-In Exempt user service would need to be disabled, allowing them to listen to the conversation, a big help in call centers and other key departments within a business environment.

Group Authorization

The DPUBI service is a user service. Therefore, it can be authorized to groups and assigned to users. The only configurable option for the DPUBI user service is the barge-in warning tone. This option controls whether a warning tone is given to the picked up user when a barge-in occurs. The warning tone option is only configurable by administrators. Users can view the current warning tone setting, but cannot change it. At the group level, administrators can configure the DPUBI FAC. It defaults to *33, but can be changed to any valid available FAC.
User Invocation

A user invokes the DPUBI service by dialing the DPUBI FAC. If the users do not supply extensions when dialing the DPUBI FAC, then they are given stutter dial tones so that they can enter the extensions. If an invalid extension is entered (for example, an extension that doesn’t exist in the group, too few digits, etc.), then the DPUBI user is given reorder tone. If a valid extension is entered, then a pickup or barge-in is attempted as described in the following sections. If the picked up user has no calls or more than one call, then the DPUBI user is given reorder tone. A pickup or barge-in can occur only when the picked up user has exactly one call.

• A pickup is triggered by the DPUBI service when the picked up user is alerting for a single, terminating call. When a pickup occurs, the DPUBI user and the other party are connected to one another, and the picked up user is released.
• A barge-in is triggered by the DPUBI service when the picked up user has a single, answered call. The barge-in occurs regardless of whether the picked up user’s call was originating or terminating, and regardless of its current state (for example, active and held). When a barge-in occurs and the user’s warning tone option is enabled, the picked up user is given the barge-in warning tone (1 second of 440 Hz, followed by 50 ms of silence). The other party is put on hold while the picked up user is receiving the warning tone. The picked up user is not given the warning tone if he/she has put the call on hold. Once the warning tone has finished (or immediately if the user’s warning tone option is disabled), a three-way call is established with the DPUBI user as the controller.
• The DPUBI user now has a call with the picked up user and the other party. The picked up user and the other party now have a call with the DPUBI user instead of with each other.
• If the DPUBI user has the Flash Three-Way Call service assigned and flashes while the three-way call for the barge-in is present, then the other party is dropped from the three way call. If the DPUBI user does not have the Flash Three-Way Call service and flashes, then the flash is ignored per the existing Flash service rules.
• If the DPUBI user hangs up (goes on-hook) while the three-way call for the barge-in is present, then the picked up user and the other party are transferred together if permitted according to the user’s Outgoing Calling Plan configuration. If the transfer is not allowed, then the picked up user and the other party are released. (Therefore the user’s Outgoing Calling Plan configuration controls the rest of the call once the DPUBI user hangs up.)

Barge-In Continued

When a user has the Barge-In Exempt service enabled, another user (using the DPUBI service) cannot barge in on their calls. If a user attempts to use DPUBI to barge-in, then the barge-in is rejected and the user gets reorder tone. If the Barge-In Exempt service is disabled, then DPUBI barge-in attempts are allowed as normal. If a user has the Barge-In Exempt service enabled but has a single incoming, alerting call, then the call can be picked up by another user using the DPUBI service. Barge-In Exempt does not block pickup attempts. The default state for Barge-In Exempt is “On”.

Administrator Functions

When a user has the Barge-In Exempt service enabled, another user (using the DPUBI service) cannot barge in on their calls. If a user attempts to use DPUBI to barge-in, then the barge-in is rejected and the user gets reorder tone. If the Barge-In Exempt service is disabled, then DPUBI barge-in attempts are allowed as normal. If a user has the Barge-In Exempt service enabled but has a single incoming, alerting call, then the call can be picked up by another user using the DPUBI service. Barge-In Exempt does not block pickup attempts. The default state for Barge-In Exempt is “On”.