Switchvox - How to monitor a call

Call Monitor

With the Call Monitor feature you can listen in on another extension’s current call.

For example, if you define *92 as the Call Monitor feature code, dialing *92202 will listen in on 202’s call without either party knowing.

While monitoring a call you can switch to different modes by pressing the corresponding digits on your phone:

• Press 5 for whisper mode. This mode allows you to talk to the extension you're monitoring but does not let the other party hear you.

• Press 6 for barge mode. This mode allows both parties to hear you.

• Press 4 to return to the default monitor mode.

How to Set Up Call Monitor

The first method is a feature code extension. This can be used by any phone.

In the admin suite:

1. Setup → Manage

2. Create Extension

3. Choose Call Monitor from the drop down menu

4. Set your call monitor group

   1. Who can monitor

   2. Who can be monitored

5. Save the new Call Monitor Feature Code extension

The second method is for the softphone clients (installed desktop app, phone.sangoma.com, Switchboard). 

In the admin suite:

1. Setup→Permissions

2. Create Extension Permission Mapping

3. Choose at least one permission holder

4. Choose at least one target extension to monitor

5. Select YES for the options to Monitor and any other permissions you want to grant the holder(s)

The permission holders can log into the apps to see the target extensions' calls and monitor those calls.