IP Office 500 v5.0(8) Call Listening Question 3

[chidev]

Hello all,

I have an Avaya IP Office 500 V5.0 system on which I would like to enable a given group of 5 administrative members the ability to listen in on out call center employee's calls. The steps I've taken. I've followed directions here

http://btbusiness.custhelp.com/app/...ow-can-i-listen-or-intrude-on-a-user's-calls?

:

Created new Huntgroup labeled TEST GROUP, added all users that need listening ability.

Configured users that will be listened to accordingly: Set "Monitor Group" to TEST GROUP. Unchecked "Can Intrude", they don't need to. Unchecked "Cannot Be Intruded".

Tested using the shortcode * 46 * XYZ # where XYZ is the extension that's been enabled for listening.

No matter which one of the 5 administrator phones I test it on, I still get a "CALL BUSY, disc" error with a busy tone playing.

This is my first business with IP Office, so excuse me if it's something simple I'm not noticing.

 

[ThePhoneMn]

Created new Huntgroup labeled TEST GROUP, added all users that need listening ability."

Did you also add the users that will be listened too? You need both listeners and listenee's in that TEST GROUP.

Been there, done that

 

[chidev]

Thanks, that fixed it. Thought the monitor HG was only for admins - added the people who are going to be listened to and it worked.

 

[amriddle01]

Thought the monitor HG was only for admins

Quite the opposite, the "Admins" don't need to be in it at all, unless they need to listen to each other.....

 

[ThePhoneMn]

I always learn something new on this site, star for schooling amriddle01

Been there, done that

 

[amriddle01]

BTW OP, I sincerely hope you didn't buy the system from BT. They overcharge, over spec and under deliver every time.... that's my findings from dealing with disgruntled ex BT customers anyway

 

[chidev]

Nah, (we're a US company), we went through Converged Systems (local Chicago place, before I was hired) and they're terrible for different reasons