Call SPY lets you listen to a call that is happening right now, from the panel, with no softphone and no extension to dial.
This is a paid addon. It is unlocked by a licence that includes the
call-spy module. Without it the button does not appear. You can check which
addons you have under Settings → Activation, in the ADDONS box.What it is for
Seeing a call up does not tell you the audio is right. All four of these look perfectly healthy in Active Calls:
- One-way audio. One side hears, the other does not.
- Dead air on a call that is answered and billing.
- A carrier message ("the number you dialled does not exist") behind a
200 OK, charged as answered. - An IVR in the wrong language, or the wrong destination entirely.
Listening is the only check that answers that question.
How to use it
- Go to Calls → Active Calls.
- On the call's row, click the speaker button next to Hangup.
- A window opens and starts playing on its own. There is no play button.
- When the call is hung up the window closes itself. You can also close it with Stop listening.
Attach while the call is still ringing. That is the difference
between hearing the whole call and hearing its last second. An already-answered call may be
short, and the table refreshes every 5 seconds — wait for it to show as answered and it may
be gone by the time you click. Attach while it rings and the audio starts the moment the
call connects.
What the window tells you
Besides the audio there is a level meter and a counter. That is what separates three situations which otherwise look identical — all of them "no sound":
| What you see | What it means |
|---|---|
| This call is still RINGING | Not answered yet. There is no audio until it connects. |
| The meter moves and the counter climbs | Audio is flowing and playing. The call is healthy. |
| audio is arriving but SILENT | Audio is arriving but it carries silence. That is a finding: the call is up with no voice on it. |
| No audio after 6 s | Nothing is arriving. The switch is not passing media on that call. |
Worth knowing
- The audio runs a few seconds behind the live conversation. That is fine for checking quality; do not use it to talk to anyone in real time.
- Nothing is kept. The audio is deleted the moment you stop listening. Call SPY is a monitoring tool, not a call recording feature.
- Who listened is recorded. Every session is written to the server log with the user and the call. This is deliberate: listening to customer conversations carries legal weight and has to be auditable.
- Administrators only. Client portal users have no access.
Check your legal obligations before using it. Listening to other
people's communications is regulated, and the rules vary by country and by what your
customer contracts say. The tool records who listened to what; the permission to do so is
yours to establish.