V3 ChanSpy
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
- Andrea Bianco
On this page |
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.