SPY Function - flow

Introduction

The SPY function is an administrator tool that allows listening and/or intervention with an active customer - agent call. The tool is useful when a new agent is in training or under assessment.

The function may be invoked in 2 ways:

1. Via another extension
2. Via the Voipappz portal

• Via an extension
  • Dialing *9090 + (extension number to by SPY-ed on) will enter SPY Mode on the extension. You can then activate the spy mode:
  • "1" - to speak with the customer
  • "2" - to speak with the agent
  • "3" - to engage a three way call
  • "0" - to restore initial state (listen only).

 

• Via the portal
  • Open the Calls screen
  • Select the extension/call to be SPY-ed on
  • Press the SPY icon on that call
  • Select the required SPY mode

Below is a short step-by-step video of this process:

https://www.awesomescreenshot.com/video/4040329?key=feb60ecd90f4a4f117d2dc4d3bf38eb1