UCM Admin Portal Help

Call Monitoring

Monitors can listen to and barge in on calls to/from selected monitor group members. This can be useful for monitoring and training agents who make sales calls or answer incoming customer calls.

You can create multiple monitoring groups. Both users and monitors may be assigned to the same group, and to more than one group.

Call Monitoring feature codes

The following codes can be used by monitors to listen to or participate in calls. These codes are also shown in CONFIGURATION – DIAL PLAN – DIGIT MAP – FEATURE CODES – CALL MONITORING.

• *6 <extension> Monitor Listen – enter listen mode on the extension.
• 1 Whisper Extension – speak only to the party with a Teo UC extension.
• 3 Whisper Other Party – speak only to the other party.
• 5 Barge-in – speak with both parties (this creates a conference call).
• 0 Listen – listen to the call; neither party can hear you.
• # Next Call or Hang Up

To create or edit a Call Monitoring group

1. Click to create a new group, or click a group in the MONITORING GROUPS panel to edit an existing group.
2. Enter a name in the NAME field to identify the group.
3. You can add optional notes in the NOTES field.
4. Click to open a User Search panel.

   Select one or more users. They will be added to the MONITORS list.

   To select multiple users, hold Ctrl and click on users to add or remove. Shift-click to select a contiguous range.

5. Click to open a User Search panel.

   In a similar manner to adding supervisors, select users to add to the MEMBERS list.

To delete a group or member

1. Hover the cursor over a group or member. A bold X will appear.
2. Click the X.
3. Click in the confirmation dialog box to delete the group or member, or click to cancel.

To delete a monitor

1. Click the bold X next to a monitor in the MONITORS box.
2. Click the X.
3. Click in the confirmation dialog box to delete the monitor, or click to cancel.

See also

Feature Codes