Barging Calls

Overview

Managers and supervisors can enter calls with the Barge function. This allows you to be heard by both the agent and the client.

How to Barge a Call in Hooked CRM

As a manager in Hooked CRM, you will have access to the live calls within your team. On the Hooked Dashboard, you can use the Agent Page to see your live agents who are in calls or waiting for a call.

When you select an agent, you will open a chat bubble with them, and you’re given a few options at the top of the chat window. Clicking the Phone Tooltip will send you into a Monitoring Calls phase.

To start barging, click Barge on the Call Banner.

Ending a Barged Call

You can end a Barge in two ways: clicking the Barge button to re-enter a Monitoring phase or clicking End Call to exit the call.