Spy real-time calls

About

This functionality is a part of Monitorings Addon addon and is used to spy user's real-time calls.

MOR user's which are allowed to use this functionality:

• Admin
• Reseller (active calls must be enabled for resellers)
• User (with Active Calls permission)

Use Cases

• Technical Troubleshooting – Service providers and engineers can monitor test calls in real time to identify issues like echo, packet loss, or one-way audio.
• Enterprise Quality Assurance – Companies can monitor staff calls for quality assurance or regulatory compliance.
• Call Center Supervision – Supervisors can listen to agents’ calls in real time to evaluate service quality, check compliance, and ensure scripts are followed.
• Training & Onboarding – Trainers can silently monitor calls of new employees. In "whisper mode," they can coach the agent without the customer hearing.
• Live Support Escalation – Managers can "barge in" during critical calls to assist agents with difficult situations, ensuring better customer satisfaction.

How this functionality works?

1. The manager selects a device where he will receive calls from the system when he wants to spy his user (this has to be done only once).

2. Manager configures his phone to be able to answer it.

3. Manager goes to active calls and presses a Spy icon on a desired call:



4. MOR system sends a call to a device set in step 1.

5. Manager answer's the call from the system and is able listen.

Manager can also switch between different SPY modes by pressing:

digit 4 - spy mode (listen only);

digit 5 - whisper mode (spying channel can talk to the spied-on channel);

digit 6 - barge mode (talk to both channels involved in the call).

Please note that it is not possible to spy calls if their Server IDs do not match Spy Device Server ID of the user (admin/reseller) who is viewing the calls. Icons for such calls are fainted:

Enable/disable this functionality

Enable

1. For administrator select Spy device in Personal Menu -> Details.

2. For Resellers login as Reseller and go to PERSONAL MENU -> Personal Details.

Select a desired device where you want the system to send a call being spied:

Disable

You can also globally disable ChanSpy. Go to Setup -> Settings -> Variuos. You will see this setting:

Tick "Chanspy is disabled globaly:" and click "Save changes"

What is needed to use this feature?

• Admin: System must have Monitorings Addon
• Reseller: System must have Monitorings Addon and active calls must be enabled for resellers.

Other setttings

When spying you can press # to increase/decrease sound volume.

Available sound levels:

1 2 3 4 -4 -3 -2 -1 0(default)

Here:

-4 - is the quietest

4 - is the loudest

Limitations

If you have 2 Asterisk servers in your system, both devices for the "Spy action" have to registered to the same Asterisk server.

If source of few calls is same Device/Provider it is possible to SPY on one of those calls only.

If you have a system with a proxy, Spy functionality will not work.

See also

• Monitorings addon