Just like the CAD Agent Desktop software the Finesse Agent allows the Supervisor to silent monitor Agents in their Team. The audio though flows through the IP Phone and not the computer. From a silent monitor session, the Supervisor can then Barge into the call between the Agent and the Customer. The Agent will hear a beep to let them know the Supervisor has Barged in. The Customer will not hear the beep.

Barge is essentially a three way conference. From a Barge session, the Supervisor can then intercept the call and drop the Agent from the call. Therefore the Customer is now talking directly to the Supervisor, this is great for call escalation.

A couple to things to note about the setup.

- Built-in Bridge must be enabled on Agent Phones
- Supervisor DN must have the Monitor CSS populated with a CSS that has access to the Agents DN.
- For a Supervisor to Silent Monitor an Agent, the Supervisor must be in a Not Ready State. If the Supervisor is in a Ready State, the Silent Monitor will be greyed out.