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 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 SettingsPBXExtensions, 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 SettingsPBX > 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