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Call Monitoring

Monitor Modes

Call Monitoring allows authorized users to monitor another extension user’s call in real-time. The supervisor can dial “feature codes” + “extension number” to monitor the extension user’s call.

The PBX supports the following monitor modes:

  • Listen (Default code: *90)

    Listen mode allows the supervisor to listen to a call in real-time.

  • Whisper (Default code: *91)

    Whisper mode allows the supervisor to speak/coach his staff to help them handle a call.

    The other party could not hear the supervisor’s voice.

  • Barge-in (Default code: *92)

    Barge-in mode allows the supervisor to join a call.

Configure Monitoring Permissions

You need to set monitor settings for both the supervisors and the monitored users, or the users could not monitor calls successfully.

  1. Enable and select a monitor mode for the supervisors.
    1. Go to Settings > PBX > Extensions, select the desired extensions, click Edit to bulk edit the extensions.
    2. On the configuration page, click Features.
    3. Check Monitor Settings, select a monitor mode for the users.
      set-monitor-mode
      Note: If you choose Extensive, the users can use any of the three monitor modes.
    4. Click Save and Apply.
  2. Set the extensions which will be monitored.
    1. Go to Settings > PBX > Extensions, select the desired extensions, click Edit to bulk edit the extensions.
    2. On the configuration page, click Features.
    3. Check Monitor Settings, and check Allow Being Monitored.
      allow-being-monitored
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