The IP Office system supports several different methods for call intrusion. The method used affects which parties can hear each other. Intrusion features are supported across a multi-site network.

  • Intrusion features are controlled by the Can Intrude setting of the user intruding and the Cannot Be Intruded setting of user being intruded on. By default, no users can intrude and all users cannot be intruded.

  • Intrusion features uses system conference resources during the call. If insufficient conference resource are available, the feature cannot be used.

warning
  • Listening to a call without the other parties being aware is subject to local regulations. Before enabling the feature, you must ensure that you have complied with the local regulations. Failure to do so can result in penalties.

In the examples below, A has called or is calling IP Office user B. A can be internal or external. User C invokes one of the call intrusion methods targeting user B.

Description

Privacy Settings Used

User

Target

Can Intrude

Cannot Be Intruded

Private Call

Call Listen

This feature allows you to hear another user's call without being heard.

  • Monitoring can include a tone heard by all parties. This is controlled by the Beep on Listen setting (System > Telephony > Tones & Music).

  • Call Listen can only intrude on calls to users in a user's Monitor Group (User > Telephony > Supervisor Settings).

Call Intrude

This feature allows you to intrude on the existing connected call of the specified target user. All call parties are put into a conference and can talk to and hear each other.

  • A Call Intrude attempt to a user who is idle becomes a Priority Call.

Call Steal

This function can be used with or without a specified user target.

  • If the target has multiple alerting calls, the function steals the longest waiting call.

  • If the target has a connected call and no altering calls, the function steals the connected call. This is subject to the Can Intrude setting of the Call Steal user and the Cannot Be Intruded setting of the target.

  • If no target is specified, the function attempts to reclaim the user's last ringing or transferred call if it has not been answered or gone to voicemail.

  • Stealing a video call changes the call to an audio call.

  • R11.1 FP2 SP4 and higher: The shortcode for this feature can be used with the user's own extension number. That enables twinned and simultaneous device users to move a connected call from another one of their devices. This usage ignores the user's privacy and intrusion settings.



Dial Inclusion

This feature lets you to interrupt another user's call to talk to them. Their current call is held while you talk. When you hang-up, the original calls is reconnected.

  • The intruder and the target can talk but cannot be heard by the other party.

  • You can intrude on a user in a conference. The conference continues without the target.

  • During the intrusion, all parties hear a repeated intrusion tone. Attempting to hold a dial inclusion call ends the intrusion.

  • You cannot park an inclusion call.

Whisper Page

This feature lets you to intrude on another user and speak to them without being able to hear their existing call.

  • Whisper page can be used to talk to a user who has enabled private call.

Coaching Intrusion

This feature allows you to intrude on another user's call and to talk to them without being heard by the other call parties to which they can still talk.

  • Example: When C intrudes on B, they can hear A and B, but only B can be hear C.

Request Coaching Intrusion

This feature allows a user to request a call intrusion.

  • Example: B requests coaching from C. When C responds, they can hear A and B, but only B can hear C.

Appearance Buttons

Users can press an appearance button that is indicating 'in use elsewhere' to join the call.

  • The Can Intrude setting of the user is not used.

  • This feature uses the Cannot Be Intruded setting of the call's longest present internal user.