Setting up Service Observing example

Last Updated : Oct 30, 2012 |

About this task

Security alert:

Listening to someone else’s calls might be subject to federal, state, or local laws, rules, or regulations. It might require the consent of one or both of the parties on the call. Familiarize yourself with all applicable laws, rules, and regulations and comply with them when you use this feature.

In this example, we’ll set up service observing for a manager. The manager’s class of restriction is 5. We’ll assign a feature button to the manager’s telephone and allow her to monitor calls on local extensions that have a class of restriction of 10. Everyone on an observed call will hear a repetitive warning tone.

Procedure

  1. Set the observer’s class of restriction to permit service observing:
    1. In the Class of Restriction screen for COR 5, enter y in the Can Be A Service Observer field.
    2. Move to the page of the Class of Restriction screen that shows service observing permissions.
    3. Enter y in the field for class of restriction 10.
  2. In the Class of Restriction screen for COR 10, enter y in the Can Be Service Observed field.

    Anyone with class of restriction 5 now has permission to observe extensions with class of restriction 10. To further restrict who can observe calls or be observed, you might want to create special classes of restriction for both groups and use these classes only for the appropriate extensions.

  3. In the Station screen, assign a Service Observing button to the observer’s telephone.

    A service observing button permits users to switch between listen-only and listen-and-talk modes simply by pressing the button.

  4. To activate the warning tone, enter y in the Service Observing — Warning Tone field on the Feature-Related System Parameters screen.

    A unique 2-second, 440-Hz warning tone plays before an observer connects to the call. While the call is observed, a shorter version of this tone repeats every 12 seconds.

  5. For users to activate service observing by feature access codes, use the Feature Access Code (FAC) screen to administer codes in one or both of the following fields:

    • Service Observing Listen Only Access Code

    • Service Observing Listen/Talk Access Code

      When using feature access codes, observers must choose a mode at the start of the session. They cannot switch to the other mode without ending the session and beginning another.

    Note:

    Feature access codes are required for remote observing.