Chanspy is the tool that is used for listening to agents calls. This is used for coaching purposes and for new agents to listen to their colleagues calls.

This article describes how to listen to an agents calls.

Read this article to learn about how to set up ChanSpy codes.

The spy codes are set up in the Admin interface, under Voice -> ChanSpy. The Prefix is what we will use to initiate the session.

To be able to listen to an agent you also need to enable the function on the agents profile

In the agents interface, dial the spy code and the agents user name and then ring

You can also dial the spy code and the agents internal number

The session will look like a normal call. You can now hear the agents calls.