How do I listen in on a call..

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How do I listen in on a call..

Postby Coogrrr » Mon Oct 05, 2009 2:34 pm

I have setup permissions from my extension to 2 other test extensions with all rights - see attached. We need to be able to listen in on a sales persons call for training purposes as our old phone system did. Yes we have the legal part handled.

The switchvox system explains I have to do this from the switchboard and I have that running (we use it all the time) but I cannot figure out how to get this to work or what code do I use etc etc.

Please some help?
Thanks in advance.

James
Last edited by Coogrrr on Wed Oct 07, 2009 9:37 am, edited 1 time in total.
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Postby AndreKostur » Mon Oct 05, 2009 2:38 pm

Do you have that extension in your phonebook under the "Extended Permissions Entries"?

Then on the switchboard you'll see the headphones icon next to the call in progress.
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Postby jibbler » Mon Oct 05, 2009 7:55 pm

You have permissions set up correctly.

1. You do need to have the other user as an Extended Entry in your phonebook to be able to do this in Switchboard. A Basic Entry will not show you the headset icon (for monitoring/listening) or the red dot (for recording) calls.

2. You can also create a new "Extension" with a type 'Feature Code' to be able to monitor/listen on calls. Make the feature type Call Monitor. Feature Codes always begin with a * so make the code eg *15. Then you will dial *15xxx where xxx is the xtn number you want to monitor/listen to.
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Sooo easy!!!!!

Postby Coogrrr » Wed Oct 07, 2009 8:56 am

Thank you a ton! That was too easy and well simple to do! So now for the hard one! How do I make an intercom ability??

I have the permission on and the item in my extended phonebook. Alas I did not see an Icon. I did see the Whisper and the Barge which was a serious PLUS!!!


So My deepest gratitude and thank you for the speedy reply!

Can I intercom???


James
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Primer/ReCap on how to monitor

Postby Coogrrr » Wed Oct 07, 2009 10:02 am

I wanted to post a recap/primer on call monitoring in case someone else is in need of this information.

1. Go to Extension - Extension permissions
---A. Select from the left box who will do the monitoring
---B. Select from the right box who will be "monitored" (ctrl+click for
------multiple extensions)
---C. Click on the "Create Extension Permission Group" blue button.

2. Now you will see below a new "Permission Group" defined with several
checkboxes
---A. Select the boxes appropriately (be forwarned RECORDING is a legal
------issue in most states. I unselect this one by course.)

3. Open the user who will be monitoring, Phonebook and modify.
---A. Extensions - Manage Extensions - select the monitoring extention
------and select the "modify" button.
---B. Now select "Login as this user" and go to Settings - Phonebooks
---C. Now type or select the "monitored" extension(s) and add those
------extensions to the green area called "Extended Permissions Entries"
------select the same extensions you selected in step 1-B. from above
------These can be added to a new phonebook or to an existing one.

*****Note*****
You will get an error if the extension is in the "Normal Permission Entries" portion of the phonebook already. Simply drag and drop the green up/down arrow icon next to the desired extension to the green
"Extended Permissions..." area.
*****Note*****


4. The person who will be monitoring now opens their "SwitchBoard" and
---also opens the Phonebook panel for the modified phonebook with the
---added Extended Permission Entries

5. When a call is in process the person doing the monitoring can mornitor any person in the extended list. By using the small "Headset" icon for actions they wish to take.
---A. Hover over the Headset icon to see the drop down list of other items
---B. Left Click on the desired action to perform action.
------i. Headset icon = Listen and no sound is sent to the call
------ii. Whisper icon = Listen and send audio to the monitored extension
---------only, other parties willnot hear your audio
------iii. Barge icon - Add yourself to the call and participate like a
---------conference - ALL parties hear you!

When you perform any of these actions your phone will ring and when you pickup the system will announce the extension number you are monitoring on then connect you into the call. If you select the little blue up "arrow" while the line is still ringing you will be able to "steal" the call from the monitored extension prior to them obtaining the call however you would have to be watching on the fly.

Hope this helps you get this setup.
:D
Credits to Jibbler who helped me figure this out!
:D

James
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Postby jibbler » Wed Oct 07, 2009 3:45 pm

It's pretty much the same. Create a new "extension" with a type of Personal Intercom and follow your nose.

You do not get a button like the Monitor/Record in Switchbout rather from the + symbol you should get a drop down list with an option to Intercom. If the other user has also setup other numbers eg home, mobile under their Profile then you will see these numbers in the drop down too.
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