Monitoring Calls

[samhuangavaya]

Hi,

Would there possible be a way for managers to monitor calls of users of an Avaya Partner ACS R8 system? For example, could they enter the call without the "conference" indication appear? Or could they have all calls be recorded on a computer?

Thanks for the help,
Sam

 

[Telecomboy]

If you take "privacy" off the extensions that need to be monitored and they have POTS lines, the manager would just press the POTS line and jump on the call without a beep. The best way to do this is on speaker with the mute button activated so the caller doesn't hear the manager at all.

If they have Partner Messaging, you can record a call into your own mailbox but it is not that robust a solution. if they truly want to record calls and store them on a PC, they need a third party solution to integrate with their Partner system.

 

[TouchToneTommy]

Dees Service Observing Unit

Wire it up to the Tip/Ring pair of each station that you want to monitor

 

[samhuangavaya]

Hi Telecomb & TTT-

How do we take "privacy" off the extensions that need to be monitored? Also what type of third party solution are we looking at? Something similar to the Dees Service Observing Unit mentioned by TTT?

Also the Dees SOU looks quite complicated- and I don't even know how much it could cost or how we would review phone calls. Is there a PC-based solution through software? I've heard of companies using a old computer to record all calls...

Thanks for the help,
Sam

 

[Westi]

Hi Sam
the Dees unit is as simple as it gets, you connect to the extension and have a phone connected to it ti choose which extension you want to listen into. Lines or stations to be monitored are accessed by dialing numbers 10 through 19 from the analog phone connected.

PC based is of course always an option but you have to dig deeper into your pockets by at least a couple of thousand bucks (or more) because PC based costs more money as it can record easily and is more convenient but also harder to install on analog ports and you will need the interface for each extension as well. With an old analog (or hybrid) system like the partner you have not a lot of choices for recording or monitoring.

Privacy is in the system programming (#304) assigned to each extension.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Interrupt the silence only if you improve it by saying something, otherwise be quiet and everybody will be grateful.

 

[samhuangavaya]

You know, do you think it might be easier on a IP Office system to record calls? We might be upgrading soon and this could be another reason to go for it....

Sam

 

[Westi]

recording on the IPO is natively there if you have VmPro (now Preferred edition) and is easy to administer, so the answer to your question would be yes.
It is also better to invest in something new rather than upgrading something and then upgrade after the fact except if the parts are compatible with your upgrade solution as well.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Interrupt the silence only if you improve it by saying something, otherwise be quiet and everybody will be grateful.

 

[samhuangavaya]

Oh- one more thing... about the #304 call privacy, but the phone still indicates that more than one extension is connected and has the blinking green and red, so you can tell if the manager joins in. How can we hide that indication?

 

[TouchToneTommy]

You can't, which is why I suggested the hardware solution. But if you're serious about upgrading your system, IP Office will give you this feature plus much more.

 

[samhuangavaya]

Sorry for digging up the old thread, but the Record Call Feature (24) isn't working. When someone presses the programmed button, we get a message from the voicemail lady saying "The Record a Call Feature is turned off. Goodbye."

How to turn it on?

Also, how do we check to see if the Partner Messaging is a 4 or 6 port system?


Thanks,
Sam

 

[TouchToneTommy]

The PC card sticking out of the Partner Messaging module will tell you if it is 2, 4, or 6 ports. You have at least a 4 port, as Record a Call is not an option with 2 ports.

Log into the System Administrator's mailbox, go to the mailboxes, and one of the options is to set the Record A Call time. Default is 0, or turned off. You can't have the maximum recording time greater than the mailbox's maximum storage, but you can adjust that there as well.

 

[samhuangavaya]

Thanks for the help!