Listen in on calls (call barging)

Eavesdrop (also called call barging) is a CCALL PBX feature that lets an administrator join a conversation between an agent and a customer, to check call quality and to know what the agent is telling the customer.

How to use it (supervisor)#

• On your phone (webphone, softphone or IP phone), dial *33[extension] (where extension is the extension number, for example *33101), then press call.

• Next, enter the PIN (ask your CCALL administrator for it). Wait a moment and you will hear both sides of the conversation.

• Extra options once you are in the conversation:

Key 0: Mute yourself (the default when you first join the conversation).

Key 1: Talk to the customer only.

Key 2: Talk to the agent only.

Key 3: Talk to both sides (the agent and the customer both hear you).

How to configure it (administrator)#

• To configure and adjust the Eavesdrop feature, log in to the CCALL PBX admin portal.

Step 1: Open the CCALL PBX admin portal at your own address: https://<your-domain>.ccall.vn (it is in your service activation details)

• Username: admin@[your PBX domain].
• Password: Enter your login password.

Step 2: In the admin portal, go to CCALL PBX → Dialplan → Dialplan Manager

Step 3: On the Dialplan Manager page, find Eavesdrop

Step 4: Change the settings (the PIN in pin_number, and the code that starts Eavesdrop in Number)