How to Monitor Calls

Monitoring allows a user to listen in to the call being handled by another user.

• WARNING
  Monitoring is not enabled by default. The use of monitoring is normally subject to local laws and regulations. Before enabling monitoring you must ensure that you have complied with all applicable local laws and regulations. Failure to do so may result in severe penalties.

• Monitoring can be accompanied by a repeated tone heard by all parties. In some locales it may be a requirement to provide this tone. Use of the tone is controlled by the Beep on Listen setting on the System | System tab.

Note that monitoring is separate from call intrusion. It is not affected by the intrusion settings of any of the users involved.

Monitoring is setup by selecting a Monitor Group for a user. The user can then listen to any calls made or received by the members of that group. A short code is also required to trigger the monitoring.

Call monitoring is not supported when the extension to be monitored is using an IP phone.

Example:
User 'Extn205' wants to be able to monitor calls received by members of the Hunt Group 'Sales'.

1. In the Telephony tab of the user 'Extn205', select 'Sales' in the Monitor Group list box.

2. Create a User Short Code to allow Extn205 to start monitoring. This could also be done as a System short code if desired.

• Short Code: *99*N#

• Telephone Number: N

• Line Group ID: 0

• Feature: CallListen

Now when a member of the 'Sales' hunt group is on a call, Extn205 can replace N in the short code with the extension number of that member and monitor their call. Note: Monitoring includes calls direct to/from a user in addition to hunt group calls.