Monitoring telephone conversations...

[kythri]

It's been recently requested by our HR Department that we monitor an employee's telephone conversations.

I was wondering what the optimal way to do this is?

If we put a bridged-appearance or what not on the line, and then record it that way, the person being monitored can see "CONFERENCE" on their digital display.

Is there a way around this?

Thank you.

 

[ken07734]

It's called service observance, program a key on your telephone and add the option in cos and your cor then you will be able to monitor calls.

 

[pois211]

Would you like to record it on a server so you can play is back at any time? you can get cards like voice mail cards that can monitor the digital sets and save the audio to harddrive.

 

[kythri]

Can you walk me through the procedure of adding a service observance?

 

[BIS]

kythri,
"disp feat" - on page 3 or 4 you should see something like:

Service Observing Listen Only Access Code: xxx
Service Observing Listen/Talk Access Code: xxx

On you cor form someting like this:

Can Be Service Observed? n
Can Be A Service Observer? y

Depending on these settings you can 'listen-in' (service observe) a station, vdn etc...


hth

 

[RFWatts]

You may also want to disable the service observe warning tone...That way the observed party does not know they are being observed. I believe this can be disabled in system features. Be sure to check with your legal department as some states are funny about the legalities of monitoring.

 

[kythri]

I don't know all the legalities of it, other than, I think with a private phone system, it's much like email. Anything you say on the company's dime belongs to the company kind of thing, and they can review it.

And, that jibes with what I'm being told.

Thanks for the help - I'll take a look at it, and see if I can get it working.

 

[bwilch]

Actually, the legalities varry state to state. For instance, in Indiana, as long as one of the parties know they are being observed, it's leagal. ie, if you make your employees sign a waver saying they may be observed at any time, you're covered. Other states, a "notice" has to be given to the callers. May want to check what your local laws state.

 

[VoIPgirl]

Hi,
I am activating a service observer. I can just put the specified extensions in a cos for observed only and the service observers in a cos for observer only correct?

For the FAC, the observer will need to dial the access code and then the extension?

Thanks