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Barge Into Your Agents’ Live Calls

Q: What is a barge-in in a call center?

In a call center, 'barge in' refers to a supervisor taking part in a live call to help the agent handle the customer. It’s commonly used for escalation management and training.

Q: What does barge alert on the phone mean?

A barge alert is a notification or tone that may be played when a supervisor joins a call. Some systems allow silent barging, while others use alerts for transparency.

Q: What is a side barge in BPO?

Side barge in refers to a supervisor or quality analyst joining a call alongside the agent to listen or intervene when necessary. It’s a term commonly used in BPOs for training and quality purposes.

Q: How do I know if someone is monitoring my calls?

In professional systems like Calilio, agents are informed that calls may be monitored or barged into for quality and training purposes. Outside of business use, unauthorized call monitoring or barging without consent is illegal in most regions.

Gain instant insight into live conversations between agents and customers and step in when it matters most. Resolve escalation quickly, train agents in real time, and ensure customers always receive the best support.

Barge into calls instantly to handle urgent situations.

Assist agents during complex or escalated conversations.

Demonstrate best practices live for improved training.

Enhance customer satisfaction with faster resolutions.

Supervisor barging into an ongoing customer call using Calilio call monitoring feature

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Built-in Call Barging Feature

With Calilio, you can get virtual local, mobile, or toll-free numbers from over 100+ countries and pair them with call barging to support your teams globally—it doesn’t matter where your customers are calling from.

Your first US or Canada phone number is free🤑 — Claim Now!

Some Numbers May Require Proof Of ID And Address Registration According To Local Laws.

Some Phone Numbers May Not Be Available Through This Search, As They Are Not Generally Offered To Customers. These Numbers Are Available On Order Request. Please Contact Support To Request Them.

Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Use Call Barging on Calilio?

Calilio makes it simple for supervisors to join live calls and assist agents directly. With just a few clicks, managers can step in whenever extra support or escalation handling is required.

Get Started

Step 1

Step 2

Claim your virtual number (your first US/Canada number is free)

Step 3

Go to Live Calls from your dashboard.

Step 4

Listen to any ongoing calls.

Step 5

Click Barge-in to start a conference call with the agent and customer.

What is Call Barging?

Call barging is a telephony feature that allows supervisors to join live calls between agents and customers. Unlike call listening or whispering, barging lets the supervisor speak directly to both parties. It resolves escalations and supporting agents in real time.

Calilio call barge interface showing ongoing call controls and notification message

How Does Call Barging Work?

When an agent is on a live call, supervisors can go to the live calls from the dashboard, and click listen to a particular call, and then click Barge-in to join the call. It immediately connects you to both the agent and the customer so that you can take part in the conversation.

For example, if a customer escalates an issue, the supervisor can step in to calm the situation, provide accurate information, or resolve the problem directly.

Calilio call monitoring interface showing barge mode with call control options

woman video chatting on smartphone with business icons beside her

Benefits of Call Barging

Call barging is a powerful telephony tool for real-time support, training, and escalation management.

Resolve Escalations Quickly

Supervisors can barge in during heated or complex calls to calm customers and provide accurate solutions. It reduces wait times for escalations and prevents customer churn.

Improve Agent Training

Enhance Customer Experience

Ensure Call Quality

Support Remote Teams

Integrate Calilio with CRM Business Tools

Calilio integrates seamlessly with your CRM and business tools to ensure every intervention is tracked and actionable. Supervisors can barge into calls while all details are automatically logged and synced for future reference.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

Keep in mind

Best Practices for Call Barging

Call barging is a powerful tool for escalation handling and live training, but it should be used thoughtfully. The goal is to support agents and improve customer experiences—without overstepping or creating confusion.

Do’s

Use barging mainly for escalations, training, and urgent support.

Inform agents that calls may be barged into for transparency.

Combine barging with AI call reports to analyze when interventions are most effective.

Keep interventions polite and professional when speaking directly with customers.

Train supervisors on how and when to step in.

Dont’s

Don’t overuse barging—it can undermine agent confidence.

Don’t interrupt calls unnecessarily unless escalation requires it.

Don’t take control away from agents without explaining the reason.

Don’t use barging as a substitute for regular training sessions.

Select Plan

Calilio’s Pricing for Business Phone System with Call Barging

Get Calilio’s premium VoIP service with the call barging feature for just $35/month. Whether you’re managing a sales team, customer support center, or remote workforce, you get powerful business telephony tools at a price that fits your needs.

save 20% on Annual Plan

Standard Plan

$12
Per user/per month

$15 Save 20%

billed annually at $144*

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Call Recordings and Storage
Optional
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

billed annually at $336*

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Note: Your subscription only covers the plan and includes a complimentary $1 credit. Once this credit is used, you must load your wallet to make or receive calls/SMS. Phone numbers are billed separately. Please refer to the call and SMS rates for incoming and outgoing charges.

Q&A

Frequently asked questions

What is live call barging?

Live call barging means supervisors can step into calls in real time while the conversation is happening. It’s mainly used for handling escalations or assisting agents instantly.

What is a barge-in in a call center?

What does barge alert on the phone mean?

What is a side barge in BPO?

How do I know if someone is monitoring my calls?

Still have questions?

Can’t find the answer you’re looking for? Please chat with our friendly team.

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