Privacy Issue...or not

[cycochris]

I'm working on a system at a nursing home for the mentally ill. They have 3 lines and maybe 10 extensions.
The administrators are the only ones who have privacy and routinely pick up on calls to listen to conversations.
However, randomly they can't pick up on the calls. The extensions/lines that they can't pick up on are not one of the ones who have privacy. It seems random. A call on a line to a particular extension can't be picked up on, yet a call to the same extension on the same line can't be.

My first thoughts are someone knows how to set privacy before making a personal call. But that is probably unlikey.

 

[tdaugirdas]

What kind of system and phones? I assume the system is in key mode. What kind of phones are used for the eavesdropping? What is programmed on them? What kind of phone is used by the "patients" - and what is programmed on those phones?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cycochris]

Yeah, I guess that info is important.
It's a legend 7.0. The administrators use MLX and the other extensions are single line.
They aren't using any programmed eavesdropping per se. They are just picking up on the lines when someone is on it. They just look at the autodial to see who is on the phone.
It is in hybrid mode.

 

[tdaugirdas]

If the system is in hybrid/pbx mode - how do they monitor the lines now (the only phone they would appear on are the operator phone)? Are the lines for "patients" removed from the pool? Do the single-line phones only have access to a specific line(s) - or to the entire pool?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cycochris]

They only have 3 lines in the pool.
Each of the Administrators has the line appearance on their phones.
The single line phones do have access to the whole pool.
The administrators see that line one is lit so they pick it up. They see that ext. 24 is also lit so they know who is on that line.

 

[tdaugirdas]

I am confused. Are all of the administrators (how many are there) equipped with operator phone positions? That is the only way they would be able to have each line appear on their phone in hybrid/PBX mode - unless all three lines have been removed from the pool and put on their phones as shared access lines. If they are, then if more than two of them pick-up the same line - the third administrator will not be able to pick-up that line. It basically works the same as conferencing (max of three internal extensions).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cycochris]

Oops, I was wrong.
It is in Key mode.

 

[tdaugirdas]

OK - that makes more sense (key mode). But the same limitation applies. If more than two administartors try to monitor the call - the third one will not be able to join in. Maybe - that is your problem - too many observers at one time. Remember, that if the secretary/receptionist does not transfer the call correctly - she also counts as one observer - so now only one more can join the call. The second one will be bounced.

Tom Daugirdas,
President
STCG, Inc.
stcg.com