NOTE
There is no limitation on the number of simultaneous sessions for ChanSpy Random and/or ChanSpy Direct sessions or who can attempt to initiate a session. Any user with the passcode can monitor an extension (i.e. multiple users can monitor the same extension at the same time).
Feature Description
The ChanSpy feature on UCX provides the ability to listen, whisper to an extension, or talk freely to all parties in a conversation. For the purpose of this documentation, the monitoring party will be referred to as the supervisor. The listen, whisper, and barge capabilities are defined as follows:- Listen: The supervisor can hear both parties on the spied-on extension, but neither of the parties can hear the supervisor.
- Whisper: The supervisor can hear both parties on the spied-on extension, and the spied-on extension (agent) can also hear the supervisor, but not the other party connected to the extension, hence “whisper”.
- Barge: The supervisor can hear and talk to both parties on the spied-on extension, and both of the parties can hear and talk with the supervisor, hence “barge”.
Overview
In a call center environment, there is usually a need to listen in on agents and monitor their calls. Occasionally the supervisor might need to speak to the agent without the customer hearing their conversation (as in “whisper”). Likewise, there may be times where a supervisor needs to talk freely with both the agent and the caller. Your UCX system provides this capability in four different forms:- ChanSpy Random – Listen
- ChanSpy Direct – Listen
- ChanSpy Direct – Whisper
- ChanSpy Direct – Barge
Configuration
Activate the Feature
The configuration required to activate this feature is to enable the corresponding feature codes. The four features can be enabled/disabled and have different feature codes assigned in the Core settings on this page with the features being listed alphabetically. The ChanSpy Direct password is configured in the Advanced Settings page and is used for all modes of the ChanSpy Direct capability. (Refer to the next section of this document or to the Advanced Settings page for more information.) To access the Feature Codes page, perform the following steps:- Open UCX Administration
- From the PBX tab, select PBX Configuration
- From the left side column, select Feature Codes
- Scroll down to the Core section, select Enabled for the desired feature fields:
|
Feature |
Description |
|---|---|
| ChanSpy Direct – Barge | Barge into a call on a specific extension |
| ChanSpy Direct – Listen | Monitor or Spy on a specific extension. |
| ChanSpy Direct – Whisper | Whisper on a specific extension. |
| ChanSpy Random – Listen | Monitor or Spy on a random extensions, one at a time.. |
Configure the Direct Password and Excluded Extensions
ChanSpy Direct Password
The ChanSpy Direct Password field is configured on the Advanced Settings page and is a required field. To access the Advanced Settings page, perform the following steps:- Open UCX Administration
- From the PBX tab, select PBX Configuration
- From the left side column, select Advanced Settings
ChanSpy Direct Excluded Extensions
You can also specify extensions that cannot be spied on. In the ChanSpy Direct Excluded Extensions field, enter the list of extensions to be excluded from any of the ChanSpy Direct features, regardless of the mode. Enter multiple extensions separated by a comma or enter a range using a dash. Do use not use spaces. For example:| 221,222,240-249,299 |
Usage
The default feature code values will be used in the examples shown below.
ChanSpy Random – Listen
Dial the feature code 555 to begin monitoring extensions. A random active extension will be selected and the monitored extension number will be announced. To go to the next active extension, press the * key. You can cycle through all the active extensions by pressing the * key.
ChanSpy Direct – Listen
To monitor a specific extension:
- Dial the feature code 779.
- You will be prompted for the password, enter the ChanSpy Direct Password.
- Then you will be prompted to enter the extension number followed by the # key. (If the extension is listed in the excluded list, you will not be allowed to proceed.)
- If you wish to continually monitor this same extension (for example for training purposes), the monitoring party can remain connected to the ChanSpy session by not hanging up between calls; the next call to the monitored and monitoring extensions will automatically be placed into the ChanSpy session.
ChanSpy Direct – Whisper
To monitor and whisper on a specific extension:
- Dial the feature code 778.
- You will be prompted for the password, enter the ChanSpy Direct Password.
- Then you will be prompted to enter the extension number followed by the # key. (If the extension is listed in the excluded list, you will not be allowed to proceed.)
- If you wish to continually monitor this same extension (for example for training purposes), the monitoring party can remain connected to the ChanSpy session by not hanging up between calls; the next call to the monitored and monitoring extensions will automatically be placed into the ChanSpy session.
ChanSpy Direct – Barge
To barge in on a specific extension:
- Dial the feature code 776.
- You will be prompted for the password, enter the ChanSpy Direct Password.
- Then you will be prompted to enter the extension number followed by the # key. (If the extension is listed in the excluded list, you will not be allowed to proceed.)
- If you wish to continually monitor this same extension (for example for training purposes), the monitoring party can remain connected to the ChanSpy session by not hanging up between calls; the next call to the monitored and monitoring extensions will automatically be placed into the ChanSpy session.
NOTE
Using ChanSpy Direct - Whisper, the extension can hear you, so you need to stay quiet if you do not wish to disturb their conversation with the far end party.