Eavesdropping enables the ability to listen or “eavesdrop” on a call, this is useful for call centre training operations where a Supervisor or Manager can listen to an agent’s live call and provide real-time feedback.
Enabling and configuring EavesDrop
To enable the Account Code Dial feature, navigate to the PBX configuration page through the My ECN portal and select “add-ons” from the configuration main screen. Then, select “configure add-ons”.
Once inside the add-ons screen, select the “EavesDropping” option.
After selecting this option press ‘save’ at the bottom of the page. You’ll be taken back to the main PBX configuration page.
After enabling eavesdrop, all extensions will now have the ability to be eavesdropped, to restrict enable extension privacy.
The enable a Manager/Supervisor extension and the ability to eavesdrop on an extension check the “Enable Eaves Dropping” checkbox under the Manager/Supervisor’s extension
To restrict the ability for an extension to be eavesdropped Extension Privacy will need to be enabled, to enable check the “Enable Extension Privacy” checkbox.
Eavesdrop on another User
To eavesdrop on a user from an Manager/Supervisor extension dial:
88 Extension Number
Where extension number is the 3 or 4 digit extension number of the user you wish to eavesdrop.
In Call Controls
During a call a Manager/Supervisor has the ability to to speak with a user, the remote party or both.
|For Outgoing Calls||For Incoming Calls|
|Press 1 to Speak with the remote party
Press 2 to Speak with the PBX user
|Press 1 to Speak with the PBX user
Press 2 to Speak with the remote party
In order to use the eavesdropping functionality – a users extension can only be registered once.
In the scenario where a user may be using a desk phone & the myCloudPBX Softphone, there can only be a single call in progress.
If you have more than one call in progress, the eavesdropping function may not pick the correct call.
Last Update: May 3, 2018