HELP FILE
How do I monitor a call?
Use your phone to listen to a call in progress on a specified line without call interruption or intervention unless it’s needed.
Before you begin: You must have
monitoring permissions.
About this task:
- You must use ACL monitoring permissions to listen to others who have monitoring permissions.
- You cannot monitor lines assigned to multiple physical phones (this does not apply to GoTo).
- Dial *17 from your desk phone, desktop app, or mobile app.
- Enter the extension you would like to monitor.
- If you dialed the star code from someone else’s phone that does not have monitoring permissions, enter your numerical dialable username given to you by a system admin.
- Enter your dialable password (default 0000). This is separate from your voicemail password and can be changed by dialing *19.
- During the call, dial any of the following options to switch between monitoring modes:
Setting Description [4] Spy Mode (default) Enter an existing conversation silently; neither the agent nor the caller is notified of your presence. [5] Whisper Mode Speak to the agent while remaining invisible (silent) to the caller. [6] Barge Mode Join an ongoing conversation between two parties, being heard by both.
What to do next: To stop monitoring calls, hang up.