Installation guide

Call Recording Planning Applications and Services
8
ShoreTel 14.2 Planning and Installation Guide 161
 Accept Directed Intercom/Paging — If enabled, users with this COS may accept intercom calls. If
disabled, then intercom calls are received as normal calls.
Call Recording
The ShoreTel system provides the capability for users to record calls. To be available, call recording
must be configured in ShoreTel Director by a system administrator. Refer to the ShoreTel System
Administration Guide for details on configuring this feature.
Users can use ShoreTel Communicator -Personal Access to request that a call be recorded to voice
mail. Supervisors may use Agent Monitor to record an agent’s call. Ordinarily, both ShoreTel
Communicator and Agent Monitor will indicate when a call is being recorded, but this behavior can be
overridden with the Silent Recording feature to prevent agents from knowing that their calls are being
recorded.
With Silent Recording, if the call is recorded by the workgroup supervisor, the indicator does not
appear in Agent Monitor. The person invoking the recording sees the indicator — other parties do not.
In this way, calls can be silently recorded to allow operators and supervisors to hide the fact that they
are recording agents' calls. This hidden behavior may be desirable when a supervisor is monitoring the
telephone manners of a new employee. When the recording is silent or hidden, ShoreTel
Communicator offers no visual or audible indication that the call is being recorded, and the periodic
beeping sound, which is used to notify call participants that their calls are being recorded, is
suppressed.
The maximum number of simultaneous recordings equals the number trunk ports.
The following limitations apply to call recording:
 Call recording is only available via ShoreTel Communicator - Personal Access or a programmable
button on IP phones.
 Only calls on trunks (not extensions-to-extensions) can be recorded.
 2-way and 3-way calls can be recorded if one of the legs of the call is a trunk.
 Calls to a legacy ShoreTel Conference Bridge cannot be recorded.
 Recording stops when the call is parked, unparked, or transferred.
ShoreTel, Inc. does not warrant or represent that your use of call monitoring or recording features of
the software will be in compliance with local, state, federal or international laws that you may be
subject to. ShoreTel, Inc. is not responsible for ensuring your compliance with all applicable laws.
Before configuring the call recording feature, you may wish to consult with legal counsel regarding
your intended use.
Make Me Conferencing
The ShoreTel system allows up to six callers to participate in a conference call without the use of a
ShoreTel Conferencing Service or ShoreTel Converged Conferencing Solution. To use the Make Me
conference feature you need a ShoreTel IP Phone and, for calls greater than 3 parties, the proper