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

• By default, monitoring is accompanied by a tone heard by all parties. Use of the tone is controlled by the Beep on Listen setting on the System > Telephony > Tones and Music tab.

The use of call listen is dependent on:

• The target being a member of the group set as the user's Monitor Group (User > Telephony > Supervisor Settings). The user does not have to be a member of the group.

• 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.

A number of  features are supported for call listening:

• Users can use privacy features to set a call cannot be intruded on and recorded.

• IP extensions can be monitored including those using direct media.

• The monitoring call can be initiated even if the target user is not currently on a call and remains active until the monitoring user clears the monitoring call.

• The user who initiated the call listen can also record the call.

Intruding onto an a user doing silent monitoring (Call Listen) is turned into a silent monitoring call.

1400, 1600, 9400, 9500, and 9600 Series phones with a user button can initiate listening using that button if the target user meets the criteria for listening.

The system support a range of other call intrusion methods in addition to this feature.

Details

• Telephone Number: Target extension number (extension must be local).

• Default Short Code:

• Programmable Button Control: Listn

• See also: Call Intrude, Coaching Intrusion, Dial Inclusion, Whisper Page.

• Release: 1.0+.

Example

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

1. For user 'Extn205', in the Monitor Group (User > Telephony > Supervisor Settings) list box, select the hunt group.

2. Ensure that Can Intrude is checked.

3. Create a user short code to allow Extn205 to start monitoring.

   • Short Code: *89*N#

   • Telephone Number: N

   • Line Group ID: 0.

   • Feature: CallListen

4. For each member of the hunt group, check that their Cannot be Intruded setting is unchecked.

5. 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.