Monitor extensions

[Benefriend]

Is there a way for a manager to monitor extensions if the extensions (and the manager) are not in an ACD group?

 

[DFKSydney]

What sort of monitoring?.... Off hook, speech.....???

 

[Benefriend]

Yes, off hook, speech.

 

[nessman]

For starters, you need to determine the legality of doing so in your particular part of the world. Here in the US, gov't employees enjoy greater privacy protections than those of the private sector.

Legalities aside, then there are different methods available from third parties as this is not a native function of any Nortel PBX. If the phones are digital, there's a number of companies who make digital/analog converters which passively and discreetly monitor and/or record phone conversations. Single line solutions are available from companies such as Algo's AuxBox to multi-line solutions from NICE's line of voice loggers or Citel (the MCK Communications EDAC).

Analog lines can be monitored in a similar fashion from something as simple as a buttset on an analog TN to a multiline solution from NICE.

 

[Benefriend]

These are all M2616's running off an Option 61.

 

[trvlr1]

If this is for a training tool, you can get a Y cord for the handset, which allows 2 headsets/handsets to be plugged in, so the supervisor can listen in.
If this is because you don't trust your employees, either the above solution or you could invest in a CDR reporting Tool, which would give you a printed report on all calls to and from a particular extension. Your vendor should be able to give you details on the Nortel/Avaya solution, but there are others out there including web based systems which offer little up front investment.

 

[Benefriend]

It is a training tool, but the manager wants to be able to monitor from her office instead of sitting with the employee.

 

[trvlr1]

The really cheap way .... set up all the employees extensions on the managers phones as SCN xxxx. The extension will not ring and disturb the supervisor, but there will be an indication of the person being on the call. set up the extension to be monitored with POA (Privacy Override Allowed)Have the manager use a headset with mute capability. The manager will then be able to listen in on the calls by pressing the appropriate extension key and with the headset on mute, will not interrupt the call going on.