asterisk users - Apr 2008 - Listening on conversations for training?

Hello

	I assume it's possible to do this with Asterisk: To train a new
worker who works remotely, I'd like to have him listen in on support
calls so that he gets to learn the kind of problems that come in, and
how they're solved.
When a call comes in and the support person thinks it's worthy to have
the trainee be part of it, he will ring the trainee so he can join the
call.

Look at the ChanSpy Application. It would be the easiest to implement
and it also allows the trainee to speak to the support person without
the customer knowing.

You can also use on-demand recording or simply record ALL calls
(legality and disclosure to calling parties are outside the scope of
this document) then the trainee(s) can just access the calls that were
recorded. That may easier than stopping a support person to have them
call a trainee to 'jump-in'

Alex
 
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com [mailto:asterisk-users-
> bounces at lists.digium.com] On Behalf Of Vincent
> Sent: Thursday, April 03, 2008 9:27 AM
> To: asterisk-users at lists.digium.com
> Subject: [asterisk-users] Listening on conversations for training?
> 
> Hello
> 
> 	I assume it's possible to do this with Asterisk: To train a new
> worker who works remotely, I'd like to have him listen in on support
> calls so that he gets to learn the kind of problems that come in, and
> how they're solved.
> When a call comes in and the support person thinks it's worthy to have
> the trainee be part of it, he will ring the trainee so he can join the
> call.
> 
> From what I read, there seems to be two ways to do this:
> - either create a conference call, in which case the customer knows
> that a third party is part of the call
> - or have the trainee listen in on the conversation, unbeknownst to
> the customer
> 
> Does someone use Asterisk for this purpose, and could tell me what the
> best solution is, and how to set things up?
> 
> Thank you.
> 
> 
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