[A*UG] Shadow Mode?

[Kyle Romulas]

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=Asterisk+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=Asterisk+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($[$["${CALLERIDNUM}" = "151"] | 
$["${CALLERIDNUM}" = "152"]]?4)
exten => _NXXNXXXXXX,2,Set(CALLERID(num)=512xxxxxxx)
exten => _NXXNXXXXXX,3,Dial(SIP/${EXTEN}@${SIPTRUNK1}||j)
exten => _NXXNXXXXXX,4,Set(CALLERID(num)=512xxxxxxx)
exten => 
_NXXNXXXXXX,5,MixMonitor(/var/www/html/monitor/${CALLERIDNUM}-${TIMESTAMP}.wav|b)
exten => _NXXNXXXXXX,6,Dial(SIP/${EXTEN}@${SIPTRUNK1}||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
> andy at liveoakinteractive.com <mailto:andy at liveoakinteractive.com> - 
> 877.272.5743 ~ 512.733.8800 x205
> 12871 Research Blvd, Suite 200 | Austin, TX 78750
> WWW: Interactive <http://www.liveoakinteractive.com> | Hosting 
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