How to spy on a call in progress¶

In order to listen to the calls in progress of other users, see the below steps:

1. Set the monitoring permissions in advance for the user who wants to listen to other calls.¶

• Select from PBX / Users / Edit User the mentioned user

• Select Form type: advanced

• Select from Variables the desired value of the following variables:
  • DISABLE_SPY - make sure that the default value is no, i.e. the user is allowed to monitor other calls
    (the variable deactivates the monitoring on the user's assigned channel if takes _yes_value)
  • SPY_PERMISSION - the variable defines the monitoring method that the user can utilize
    You can select from drop down list one of the options: No permission, Listen, Whisper, Barge.
    Choose any desired value, except for No permission, if you need this User to be able to monitor another one.
    Listen = The User can listen to another phone call, having access to both channels - agent and client, but clients cannot hear the User (e.g.: in quality assurance dept.)
    Whisper = The option allows the user to be heard by the agent in a conversation (to give advice or answers), without being heard by the client.
    Barge = The agent can intervene in the conversation without the initial user's permission, being heard by both the user and the client;
    Please note - if the initial agent leaves the call, the call ends, without the supervisor/user who intervened through the barge being able to continue the call.

Each monitoring method that follows the other includes the previous one. E.g.:Barge method includes Whisper AND Listen

• Click on Update user

The default settings for listening to a call in progress are:¶

SPY_PARAMS = ESsb; (uninterrupted listening):

• E - Exit when the spied-on channel hangs up;
• S - Stop when no more channels are left to spy on;
• s - Skip the playback of the channel type;
• b - Only spy on channels involved in a bridged call

To customize the SPY_PARAMS setting, send a request to support@while1.ro.

2. When a call occurs, perform the following commands to listen/intervene in real time¶

• *91XX (Channel spy - listen)
• *92XX (Channel spy - whisper)
• *93XX (Channel spy - barge)

XX = the extension you would like to spy

For more details on various key combinations access Home / Information, Dialing info tab.

Available in other languages: RO