Live extension monitoring

[whill]

I'm aware of the ability to live monitor individual calls, but is there a way to actively monitor an extension indefinitely? We have some new employees starting in our call center soon. Due to social distancing, I'd like them to spend their first few days training by monitoring another agent's extension and viewing what they do on a screenshare, to keep everyone safe. Having to go back and monitor each individual call is less than ideal in this situation, because it is very easy to miss the first part of the call.

 

[JohnS_3CX]

Hi,

How do you define monitor indefinitely?

You could possibly do it with workstation monitoring software if the user is on the webclient

 

[whill]

By indefinitely, I mean begin monitoring and listen to every call to that extension automatically until you actively stop monitoring. So you don't have to manually monitor each individual call. And we use Grandstream desk phones.

 

[JohnS_3CX]

I see, in this case we do not provide a mechanism that does that.

 

[VoIPTools]

How about have the agent listen to recordings of calls rather than the live call?

The only other option would be to write a service that automatically monitors the selected agent and performs a "listen" with the new employee. It is possible to do with the 3CX Call Control API.