Eavesdropping

Overview

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 in to an agents live call and provide realtime feedback.

Enable Eavesdropping on the PBX.

From within the myCloudPBX portal, hover over 'add-ons' and click 'configure add-ons’.

Once inside the add-ons screen, enable the 'eavesdropping‘ option.

Scroll to the bottom of the page, and click 'Save‘.

After enabling eavesdropping, all extensions will now have the ability to enable eavesdropping & eavesdropping privacy.

Enable Eavesdropping On Per User Basis.

Eavesdropping & Eavesdropping Privacy are configured on a per extension basis.

From the myCloudPBX Portal, click on 'Offices & Users‘.

Select the extension you wish to modify.

  • To allow an extension to eavesdrop on others, select 'Enable EavesDropping'.

  • Selecting 'Enable Extension Privacy‘ will ensure that noone can eavesdrop on the extension. (useful for management etc.)

Select both options to have the best of both worlds

In Call Controls

During a call, a Manger/Supervisor has the ability to speak with a user, the remote party, or both using the below shortcuts.

These controls are based on the direction of the call.

For Outgoing Calls:

  • Press 1 to speak with the Remote Party.
  • Press 2 to speak with the PBX User.
  • Press 3 to engage 3 way chat.
  • Press 0 Mute yourself.

For Incoming Calls:

  • Press 1 to speak with the PBX User.
  • Press 2 to speak with the Remote Party.
  • Press 3 to engage 3 way chat.
  • Press 0 to Mute yourself.
Last Updated:: 8/13/2019, 4:57:59 AM