Can you silent monitor a regular extension - 3300 CX

[cknipe]

I was just bout to email a customer and tell them they cannot monitor non acd calls but then I looked through the help file and found this:

"Silent Monitor is commonly used to by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored."

when they say "It can also be used to monitor non-ACD sets, including ONS sets." Does this mean it can record normal mitel set telephone calls

 

[cknipe]

forgot to mention 9.0 UR 2 is the current release code

 

[kwbMitel]

Not sure what you are asking.

Any set that is allowed silent monitor can monitor any set that allows it. (COS options for each)

ACD is not required

Your last question mentions recording. This would require a 3rd party app.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

Also a caveat.

(Voice of experience here) In the US there are eavesdropping laws that, contrary to the misguided opinions of some, can be loosely interpreted as applying in the workplace as well. Employers are legally obligated to inform employees if their calls are subject to being monitored or recorded (or both).

To cover your backside as system programmer, requests for this ability need to be in some written form from your immediate supervisor or above (or the customer's official liason person) and I would urge you to "PDF" it and forward a copy to a personal email account off site for safekeeping. In our highly litigious society, you sometimes need all the proof you can get. Been down this road a few times...



Original MUG/NAMU Charter Member

 

[cknipe]

ok as kwb said...i just enabled the option in the COS and I was able to monitor a normal ext. I think on another PBX I manage you can only silent monitor acd extension. Good point about the legal aspect. I know in my state, one side of the conversation needs to know about the recording.

 

[kwbMitel]

Admittedly the legalities mentioned by MIMB are valid.

That being said, the assumption of privacy on a business phone system is not valid. The same can be said for any means of communication using the company's resources. (electronic or otherwise). No one bats an eyelash at every email or web page being tracked and stored. The same can be said for voice communications. The rule of law in most districts is that only 1 party needs to know the recording is taking place. If this is not the case, it only prevents recordings from being used in legal action.

I agree with MIMB about covering your assets anyway, just to make sure.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[slapin]

kwbMitel, following this logic if ACD agents are aware of being recorded it is legal not to notify customers about recordings. I don't think it is correct. All parties have to know about call recorder or monitor on the line. Agents are signing contract and acknowledge their training where they learn about recordings, so there is no need to notify them every time when they take calls. Same thing does apply to other employees. Other parties have to get a message or other notification everytime they make or receive calls, so they are free to hang up if they don't like it.

 

[kwbMitel]

Slapin, I have yet to hear of an instance where more than 1 party needs to be aware of the recording. That is not to say they do not exist. This is to protect the public from a third party. Regardless, the major sticking point whether the recording is legal or not only matters if legal action is required and the recording is to be used as evidence. I suggest you consult what laws apply in your area as they may vary.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

I don't think we need to dwell on the legalities so much as we just need to be sure we "cover our assets".

In view of the potential legal ramifications I would merely require that each separate request be articulated to me in written form and signed; email preferred. Upon receipt of the request immediately 'PDF' it and spin it off onto your own personal flash drive. You'll likely never need it, but if you ever do, you'll be doggone glad you have it. (PDF to capture the META data and thwart allegations of altering)



Original MUG/NAMU Charter Member