V3 ChanSpy

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 15, 2024 by Product Knowledge
2 min read

What’s about

ChanSpy is a feature that enables Admins/Supervisors to listen to agents' calls, to whisper or barge into a conversation.
If you want a Supervisor to listen or intervene in an agent's interaction with a customer, you need to create and configure a ChanSpy function.

Add a new ChanSpy

From the Voice Menu, select ChanSpy.

Some ChanSpy options are available upon installation. They can be edited and used:

You can create a new ChanSpy using the  button.

Name: Insert a name for the ChanSpy

Prefix: Choose a prefix. It will be inserted in the Motion Phonebar dial field, before the agent's internal extension.

Options: Choose the ChanSpy mode:

Auth: You can enable a Authorization Code (Password) to be asked to the supervisor any time a chanspy session is initiated.

Record: You can set the recording of the ChanSpy and select the recording format.

Enable ChanSpy for Agents

To enable the ChanSpy for a specific Agent:

  • From Staff menu, go to Agents section

  • Edit the Agent's Profile and go to Voice settings

  • Enable the ChanSpy Option

  • Repeat this configuration for each Agent you want to be monitored using the ChanSpy function.

How to ChanSpy

As a supervisor, you can use the ChanSpy feature, dialling prefix+agent’s extension to monitor agents.

The Supervisor should use a SIP phone (like e.g. MicroSIP) or a Phonebar (it is not possible to ChanSpy using the WebRTC)
The listened agent, hears a beep and then a "SIP" when the supervisor opens the listening channel

For example: if the ChanSpy prefix is 898 and the agent’s extension is 2001, dial 8982001 to monitor the calls.