The call spy feature allows you to listen in to an active call on another extension on your PBX and speak to the agent (your staff member), without the customer (external caller) being able to hear you.
This feature enables you to assist and coach staff while on active calls. For example, a trainer, team leader or manager may use the call spy feature to listen in and provide assistance to a new team member for their first few calls, or in the event that a difficult or problematic call arises and a team member needs assistance.
Call spy can be activated by dialling the appropriate call spy Dialling Codes from your phone.
Please see the Dialling Codes KB article for more details.
Note that call the call spy feature has certain legal requirements that must be adhered to in order to be used.
You should read and ensure you fully understand the relevant legislation before using this feature.
For more information please see Call Recording and Monitoring Legal Requirements