User's Manual
Avaya Branch Gateway Manager 10.0 Page 442
15-601011 Issue 29r (Friday, November 02, 2012)B5800 Branch Gateway
6.8.10 Call Listen
This feature allows you to monitor another user's call without being heard. Monitoring can be accompanied by a tone
heard by all parties. Use of the tone is controlled by the Beep on Listen setting on the System | Telephony | Tones
& Music tab. The default for this setting is on. If enabled, this is the only indication of monitoring given to the
monitored user. There is no phone display indication of monitoring.
· ! WARNING
The use of features to listen to a call without the other call parties being aware of that monitoring may be subject
to local laws and regulations. Before enabling the feature you must ensure that you have complied with all
applicable local laws and regulations. Failure to do so may result in severe penalties.
The use of call listen is dependant on:
· The target being a member of the group set as the user's Monitor Group (User | Telephony | Supervisor
Settings) . The user does not have to be a member of the group.
· The ability to intrude and be intruded is controlled by two configuration settings, the Can Intrude (User |
Telephony | Supervisor Settings ) setting of the user intruding and the Cannot Be Intruded (User |
Telephony | Supervisor Settings ) setting of target being intruded on. The setting of any other internal party is
ignored. By default, no users can intrude and all users are set to cannot be intruded.
· This feature uses system conference resources. If insufficient conference resource are available it will not be
possible to use this feature.
· Users can be given privacy features that allow them to indicate that a call cannot be monitored. See Private Calls
.
· IP extensions can be monitored including those using direct media. Previously the monitoring of IP extensions
could not be guaranteed.
· The monitoring call can be initiated even if the target user is not currently on a call and remains active until
the monitoring user clears the monitoring call.
· The user who initiated the call listen can also record the call.
· Intruding onto an a user doing silent monitoring (Call Listen ) is turned into a silent monitoring call.
· 1400, 1600, 9500 and 9600 Series phones with a user button can initiate listening using that button if the target user
meets the criteria for listening.
The system support a range of other call intrusion methods in addition to this feature.
Details
· Telephone Number: Target extension number (extension must be local).
· Default Short Code:
· Programmable Button Control: Listn
· See also: Call Intrude , Coaching Intrusion , Dial Inclusion , Whisper Page .
Example
User 'Extn205' wants to be able to monitor calls received by members of the Hunt Group 'Sales'.
1.For user 'Extn205', in the Monitor Group (User | Telephony | Supervisor Settings ) list box select the hunt
group.
2.Ensure that Can Intrude is checked.
3.Create a user short code to allow Extn205 to start monitoring.
· Short Code: *99*N#
· Telephone Number: N
· Line Group ID: 0.
· Feature: CallListen
4.For each member of the hunt group, check that their Cannot be Intruded setting is unchecked.
5.Now when a member of the 'Sales' hunt group is on a call, Extn205 can replace N in the short code with the extension
number of that member and monitor their call.
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