Hi there,
You're right—Avaya IP Office (IPO) 11.1 allows supervisors to monitor live calls via features like "Call Listen", "Call Whisper", or "Call Barge". Even when the
listening tone is disabled,
Avaya Communicator (and other endpoints like J-Series phones) will still visually display the word
"LISTEN" or similar notifications during monitoring. Unfortunately:
This visual indicator cannot be disabled.
This is a
deliberate design choice by Avaya to comply with various
privacy and regulatory standards, even in environments where audio tones are turned off.
Possible Workarounds:
Although there's no supported way to remove the "LISTEN" display itself, here are a few ideas you could consider:
1. Use Physical Phones Instead
If agents use Avaya desk phones (e.g., J179 or 9600 series), some models:
- Do not show "LISTEN" on screen during monitoring.
- Are less prone to UI transparency compared to softphones like Avaya Communicator.
Suggestion: Test monitoring using a physical Avaya phone instead of Communicator to see if the display behavior is more discreet.
2. Switch to Recording for QA
If real-time evaluation isn't mandatory, consider:
- Using Call Recording (e.g., Contact Recorder or a 3rd-party solution) to review calls post-event.
- This avoids transparency issues while still allowing quality assurance.
3. Use Voicemail Pro & Custom Announcements
If occasional monitoring is needed and privacy is a concern:
- You might trigger a custom monitoring profile via a short code or button, only when necessary.
- Combine with silent monitoring tone settings and documentation to reduce the perceived impact.
Summary
| Option | Hides "LISTEN"? | Notes |
|---|
| Avaya Communicator | | Always shows "LISTEN" |
| Desk Phone (J179 etc.) | * | Depends on model & firmware |
| Recording instead of listening | | Best for QA transparency |
| SIP Softphones (non-Avaya) | / Not supported | Usually not a viable solution |
If you're working with a VIP or sensitive environment, feel free to share the full agent setup (phones used, licenses available, etc.) and I can help you tailor a more specific workaround.
