Call Intrusion

Last Updated : Jan 25, 2024 |
Prolog information
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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.
Other:
  • Listening to a call without the other parties being aware is subject to local regulations. 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
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 (SystemTelephonyTones & Music).
  • Call Listen can only intrude on calls to users in a user's Monitor Group (UserTelephonySupervisor Settings).
✓
✓
✓
Call Intrude
Intrude on the existing connected call of the another 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
Take a connected or alerting call from another user.
  • 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
Temporarily interrupt another user's call to talk to them. Their current call is held whilst you talk. When you hang-up, the original calls is reconnected.
  • You and the user can talk but cannot be heard by the other party.
  • You can intrude on a user in a conference. The conference continues without the user.
  • 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
Intrude on another user and be heard by them without interrupting or being able to hear their existing call.
  • You can use whisper page to talk to a user who has enabled private call.
✓
✓
✕
Coaching Intrusion
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
Request a coaching 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 appearance buttons 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.
✕
✓
✓
Related links
Configure User Settings