Call Monitoring

Feature Description

The ChanSpy feature on UCx provides the ability to listen in to calls or whisper into a conversation. For the purpose of this documentation, the monitoring party will be referred to as the supervisor. The listen and whisper capabilities are defined as follows:

  • Listen: The supervisor can hear both parties on the spied-on extension,  but they cannot 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".

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"). Your UCx system provides this capability in three different forms:

  1. ChanSpy
  2. ChanSpy Direct
  3. ChanWhisper Direct

Configuration

The only configuration required to activate this feature is to enable the corresponding feature codes. To access the Feature Codes page, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Feature Codes
  4. Scroll down to the Core section, select Enabled for the following fields: 

    Feature
    Description
    ChanSpy Monitor or Spy on random extensions, one at a time
    ChanSpy Direct Monitor or Spy on a specific extension
    ChanSpy Direct Password Password required to spy or whisper on a specific extension
    ChanWhisper Direct Whisper on a specific extension
  5. If the Use Default? box is checked, a default value will be assigned
  6. To configure your own feature code value, first uncheck the Use Default? box, then you can modify the value
  7. If you made any changes, press the Submit Changes button

Usage

The default feature code values will be used here.

ChanSpy

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

To monitor a specific extension, dial the feature code 779. You will be prompted to enter the extension number followed by the # key.

If ChanSpy Direct Password is Enabled, then you will be prompted for the password.

ChanWhisper Direct

To monitor and whisper on a specific extension, dial the feature code 778. You will be prompted to enter the extension number followed by the # key.

If ChanSpy Direct Password is Enabled, then you will be prompted for the password.

Using ChanSpy Whisper, the extension can hear you, so you need to stay quiet if you do not wish to disturb the conversation.