Chanspy is the tool used by supervisors or agents to listen to other agents calls for educational/coaching purposes.

Read this article to learn how to use Chanspy.



How to set up Chanspy codes

In the Admin interface, go to Voice -> Chanspy


By default 3 spy codes are already set up in the system

You can either add a new spy code by clicking on the + in the bottom right corner


or edit one of the existing spy codes by clicking on the three dots on the code you want to edit and then Edit ChanSpy

1. Choose a name which describes the code
2. Choose a Prefix (this is the code that will be used to start a ChanSpy session)
3. Choose which Options (or "Permissions") the ChanSpy should have (options described in the end of this article)
4. Enable Auth to create a password/pin code associated with this ChanSpy, this pin code will then need to be entered to initiate a ChanSpy session. You can only add numbers to the password.
5. Enable Record to record all the ChanSpy sessions

6. Write a description about what the Chanspy code does
7. Click Save




Options


b: Only spy on channels involved in a bridged call: The person spying will first be able to hear when the agent and the customer are connected in a call
B: Instead of whispering on a single channel barge in on both channels involved in the call: The person spying can talk to both the customer and the agent
E: Exit when the spied-on channel hangs up: When the agent hangs up a call the spy session will end
o: Only listen to audio coming from this channel: The person spying will only hear the agent, not the customer

q: Don't play a beep when beginning to spy on a channel, or speak the selected channel name: Unless you choose this option the agent will be notified that they are being spied on with a beep, this option removes the beep in the beginning of the session and also removes a voice speaking the channel name (e.g. "SIP") to the person spying

s: Skip the playback of the channel type (i.e. SIP, IAX, etc) when speaking the selected channel name: This option removes a voice speaking the channel name (e.g. "SIP") to the person spying
S: Stop when no more channels are left to spy on: When both the agent and customer hangs up the spy session will end
w: Enable whisper mode, so the spying channel can talk to the spied-on channel: The person spying can talk to the agent
W: Enable private whisper mode, so the spying channel can talk to the spied-on channel but cannot listen to that channel: The person spying can talk to the agent but cannot listen to the call

You can choose more than one option for each ChanSpy code.


To be able to start a ChanSpy session with an agent ChanSpy needs to be activated on the agents profile:

Read this article to learn how to use Chanspy.