01.8. Call Monitoring

Call Monitoring

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Noojee PBX provides a means of listening in on an active call, the feature is referred to as Call Monitoring.

Overview

Call Monitoring is designed to be used for training and quality assurance purposes. Call Monitoring enables any active call to be monitored from any handset subject to the appropriate security permissions.

To monitor a call open the Call Monitoring page which shows a list of all active calls. 

The Call Monitor page will then display:

From the list of active calls click the Listen Icon  next to the call you want to monitor.  Your handset will ring showing a caller id of 'Spy'.  Answer the phone and you will be able to listen to the call. Neither of the two parties will be aware that you are listening to the call. To end call monitoring, simply hang up the call.

The following conditions MUST be met in order to monitor a call.

If you do not have  sufficient permissions then calls will appear in the Call Monitor, however the Denied Icon  will be displayed.

1) The users Account that you want to listen to MUST have the option 'Can be Monitored'.

2) You MUST login with an extension no.

3) Your Account must belong to the group 'Call Monitor' or  'Team Monitor' if you are a team leader.

4) If you want to Monitor an internal call, then BOTH of the Accounts must have the 'Can be Monitored' option set.

5) Team Leaders (accounts with the Team Monitor permission) can only listen to calls of their Team Members.