# 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 Hosted PBX 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 Hosted PBX 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

To begin Eavesdropping, dial 88 followed by the extension number to listen to.

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:: 4/20/2020, 1:54:50 AM