Call listen? 3

[hawks]

I have not used it but I have someone asking me on how it's used so after some reading I'm going with this. Someone please tell me if I'm off course or not.
After setting up the user, group, building the short code, and allow intrusion on the set. (short code being *99*N#)

for them to use all they need to do is go off hook and dial *99*ext.

 

[smokinjoe2938]

the monitored set also would have to say can be monitored on the user tab/telephony/supervisor settings, also have to be a member of a monitor hunt group if memory serves me correct but the help file will explain all of this

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[hawks]

thanks smokinjoe, I was pretty sure it would work i just didn't want to try and set it up in the lab right now.

 

[jules1971]

How can I listen or intrude on a user's calls?
Call Listen allows one user to listen in on another user's call but does not allow that user to be an active participant. This is a 'listen only' feature.
Call Intrude allows one user to intrude on another user's call thus becoming a full participant in the conversation. The use of the mute button can make this a listen only action however the intruding party can fully participate in the conversation at any time.
1. Create a new Hunt Group called Monitor Group.

1. Log into the IP Office Manager
2. Right click on Hunt Group and select New.
3. Enter the new Hunt Group name Monitor Group.
4. Enter the Hunt Group number. Select the next number after the last Hunt Group shown in the list. For example if you have 3 Hunt Groups working on your IP Office system and the last number of the 3rd Hunt Group is 1003, then the next number to use for this new hunt group will be 1004.

Set Ring Mode = Sequential
Queuing = Off
Voicemail = Off
User List = Add
Add all extensions which will be involved in the Call Listen/Intrude
2. For the user that'll be listening in to the calls (i.e. Supervisor or Team leader) enable 'Can Intrude' and set the 'Monitor Group' to be the new Hunt Group you've just created.

1. Log into the IP Office Manager
2. Click on Users
3. Select the Users extension number
4. Click on the Telephony tab
5. Click on the Supervisory Settings tab and set the following:

Monitor Group = Monitor Group (new Hunt Group created in step 1)
Can Intrude = Yes (ticked)
Cannot be Intruded = Yes (assuming that this user should be exempt from having others listen in on their calls)
3. For the same user (the one that will be listening in to the calls i.e. Supervisor or Team Leader) create a new Call Listen button.

1. Log into the IP Office Manager
2. Click on Users
3. Click on Button Programming and set the following:

Label = Call Listen
Action = Call Listen ( Advanced > Call > Call Listen)
Action Data = leave this blank
4. For the user that will be listened in to (i.e. team member) you will need to disable 'Cannot be Intruded'.

1. Log into the IP Office Manager
2. Click on Users
3. Select the Users extension number
4. Click on the Telephony tab
5. Click on the Supervisory Settings tab and set the following:

Cannot be Intruded = No (unticked)
Can Intrude = No (unticked - assuming that they should not be allowed to intrude on other user's calls)
5. Save the configuration and merge.
6. To use the feature:

Press Call Listen button
Enter extension number
Press 'done'

 

[hawks]

thanks

 

[hawks]

Is there an easy way to tell if and who is on the phone or line if they’re not in plain site? I got a little more info, what they are doing is coming from an MICS with line appearances on the phone. What the supervisor would do is just simply press the line button with his headset muted and listen in and help if needed. They want something similar here if possible. I figure the Call Listen will work as long as they can tell when someone is on a call.

 

[smokinjoe2938]

line Appearances but never hear anything good about them, also he could have user buttons on his phone that way he could tell who is on the phone

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[amriddle01]

User buttons/Phone Manager/One X (yuck) or Call Centre software, it is a call centre function really

 

[hawks]

nice I'll recommend the user buttons

 

[Pepp77]

Quick one on this - anyone know a way for a user who is being listened to to know they are being listened to. Have a site where they want this but cannot think of a way to do it?

| ACSS SME |

 

[amriddle01]

Turn "Beep on listen" on

 

[Pepp77]

Had thought of that but it is like the hold beeps so continues throughout and I thought both parties heard this, so not ideal. The user more wants something like a button that will light up or a message on the screen.

| ACSS SME |

 

[Pepp77]

Doesnt look like it is a repeating beep on 9.0.2 unless it repeats only mor than every 30 seconds. Also does alert the other party with the beeps as well. Can give it to them as an option then.

Cheers

| ACSS SME |