Call Listen R3.2 - Phones - 5620's

[TekceteraSupport]

Ok.. Can not get the listen feature to work... I've read the help section of IP Office, I've setup short codes just as they show in the help and still nothing... Each tiem we test it we get call rejected. Does anyone have any suggestions? I've been told that it would not work with the IP Phones (5620) but that was suppose to have been fixed in the newer versions of IP Office...

Here are my settings for a short code:
Code: *58*N#
Feature: Call Listen
Tele Number: N
Line Group: 0
Locale: {blank}

For the User I'm trying to listen to under User|Telephony, I have "Can Intrude" Checked & ""Cannot be Intruded" Unchecked. User is part of the Operator Group

For User doing the listnening I have Monitoring Group set to: Operator and "Can Intrude" checked.

I've tried setting this up on a button, just dialing the short code followed by the extension and #, I've tried just pushing the button next to the User programmed on the phone and it brings up the menu to choose listen... All of these end up in Call Rejected...

Anyone have any suggestions or thoughts? I've searched the forum and found the same info that is in the help...

Please let me know if you have been able to get this to work AND HOW!!!!

Thank you in advance for help & Suggestions!!!

 

[telecomtekperson]

The user trying to monitor is part of the group of people they are trying to monitor?

 

[TekceteraSupport]

Yes... User and listener are both part of the Operator Group.

 

[janni78]

I know I've seen something about Call Recording is fixed on IP phones as long as your not using "Direct Media Path".

Can't find anything that says that Call Listen is fixed.

Only thing I found when doing a search on Call Listen on knowledgebase was that it will not work in IP phones.

 

[gscadmin]

We just setup this in our office yesterday to test. Works great. From what we have tested so far, it will work between a Digital and IP phone. I'm finding it does NOT work between two IP Phones. We are on 3.2 as well.

It's Documented as "Monitoring of VoIP extensions on calls using direct media paths is not supported."

You can find more information here:

http://marketingtools.avaya.com/knowledgebase/

Do a find on Call Listen

 

[kristiandg]

I believe Direct Media Path must be disabled on the involved stations.

Kris G.