Listen-In Access

[westwoodaustin]

A client is looking to give access to their Customer Service team to be able to listen to calls within a specific number of team members while ensuring that they do not have access to listen to calls by or to anyone else. I have tried setting this up with a new User Group where they are given permission to Listen-In, but we ran into an issue where, while testing, the user was able to listen in on a call from an executive team member from outside of their team. What is the best practice in setting this up or is it not possible to be that specific with the access?

Thanks in advance!

 

[Saqqara]

Make sure the extensions are only the member of the new group and not multiple groups I.e new group and default

 

[westwoodaustin]

Hi @Saqqara,

I had tried this and it worked good, the only problem is that the user could no longer see the rest of the entire team of the company in the app. Is there a way around this?

 

[Saqqara]

Have you ticked 'Publish group information for all extensions' for all the groups

 

[westwoodaustin]

I have not. To be clear if I enable this option and have the group with the agents in it that need to listen to each other only, they will be able to listen to the calls from each other (from extension AND transferred via IVR), as well as see the entire company extensions?

 

[ChrisC_3CX]

I have not. To be clear if I enable this option and have the group with the agents in it that need to listen to each other only, they will be able to listen to the calls from each other (from extension AND transferred via IVR), as well as see the entire company extensions?

Yes but you will also have to publish group information for the other groups too if you want these ones to see them.

Also, do bear in mind that if you have rights to listen in on an extension's calls then you will be able to listen in on all calls for that extension, not just calls to other extensions for which you have the same rights.