The call monitoring features are activated by pressing the following buttons on your desktop phone:
Button
Description
*80
Monitor the call.
*81
Talk to the extension you are monitoring (whisper/coach).
*82
Enter the call so all parties can hear you (barge-in).
*83
Gain control of the call by disconnecting the extension you are monitoring (take over).
Before you begin
To monitor the users, add the monitor user extensions to the presence list. This list is automatically synchronized with the Head-Up Display (HUD) in the desktop app. Follow the steps to create call monitoring groups.
Procedure
Log in to Admin Portal.
Select Manage Groups > Phone System > Groups > Call Queues.
Under Call Queues, to create a call monitoring group for Sales, click Call Monitoring > New Call Monitoring.
In the Call Monitoring Group pop-up window, under the Define Group Name tab, add a title to the group of extensions to monitor the calls, then click Next.
In the Select users that can monitor tab, select the checkbox next to the name of each user to enable them to monitor calls.
To select all users, select the checkbox next to Name.
To search for users, use the search field.
After adding users to monitor calls, click Next.
In the Select users that can be monitored tab, select the checkbox next to the name of each user to monitor their calls by the users you selected in the previous step. To select all users, select the checkbox next to the Name tab.
Click Save.
Click the new monitoring group created, and open the Group members dialog to add more users to monitor.
The service web generates an email that is sent to the users to inform them that they are added to the call monitoring group, along with the list.
Return to the call monitoring menu, and under the Actions tab, for the new monitoring group created, click the drop-down menu to show all members of the group.
