Andy,
I have had to do just this in a previous live. If you are
using a TDM
card from Digium or a clone using the zaptel driver you can
use the
ZapBarge command.
http://www.voip-info.org/wiki/index.php?page=A
sterisk+cmd+ZapBarge
But if you are not and wanting to listen in on individual
channels use
the ChanSpy command.
http://www.voip-info.org/wiki/index.php?page=As
terisk+cmd+ChanSpy
What I found more useful in training was not active
listening since it
requires a proactive engagement in the call and the manager
always being
available. What I came to use was the MixMonitor command to
record the
calls which provided the ability to listen at leisure and to
use the
recordings for pro/con training.
http://
www.voip-info.org/wiki/view/MixMonitor
Here is an example for using MixMonitor for inside sales
dialing out.
If you need further assistance just post and I am sure I can
jump into
my home play box and work up some configurations. My use
placed the
recorded files in a Tomcat subdirectory so that the manager
can scan the
files and download and use for training purposes. I had a
cron job
clean-up out dated calls to keep the HDD storage manageable
in a high
call volume system.
Again this example is for monitoring certain inside sales
reps by
extension, setting the caller ID for call backs into the IVR
and posting
the recorded files in a monitor www folder. If the calling
agent was to
be monitored it jumped to 4. My actual setup called Macros
in the Dial
command but this should provide enough of an example for a
start. You
could easily use this example on inbound calls when the
calling party
channel is handed to a certain extension. If you are using
call queues
it has its own method for recording the calls and
ChanSpy/ZapBarge would
still be available for active listening.
exten =>
_NXXNXXXXXX,1,GotoIf($[$["$" =
"151"] |
$["$" = "152"]]?4)
exten => _NXXNXXXXXX,2,Set(CALLERID(num)=512xxxxxxx)
exten => _NXXNXXXXXX,3,Dial(SIP/$ $||j)
exten => _NXXNXXXXXX,4,Set(CALLERID(num)=512xxxxxxx)
exten =>
_NXXNXXXXXX,5,MixMonitor(/var/www/html/monitor/$-$.wav|b)
exten => _NXXNXXXXXX,6,Dial(SIP/$$||j)
exten => _NXXNXXXXXX,104,Congestion()
exten => _NXXNXXXXXX,107,Congestion()
Let us know if you need more.
-Kyle
Andy Meadows wrote:
> Good morning, everyone!
>
> I'm interested in setting up our Asterisk to allow one
extension to
> listen in on another extension (muted). We have a new
employee and
> I'd like him to shadow other folks on the phone. The
idea is to let
> him listen in on conversations other support personnel
are having
> while he is at his desk. Can anyone tell me the
official name for
> this feature, point me to a resource for configuration,
or tell me how
> to do it?
>
> Thanks!!
>
> Andy
>
> *Andy Meadows*: President - Live Oak Interactive
> andyliveoakinteractive.com <mailto:andyliveoakinteractive.com> -
> 877.272.5743 ~ 512.733.8800 x205
> 12871 Research Blvd, Suite 200 | Austin, TX 78750
> WWW: Interactive <http://www.live
oakinteractive.com> | Hosting
> <http://www.liveoakh
osting.com> | Blog <http://www.liveoakblog
.com>
>
>
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