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Chapter 5. Key Telephone Features
Silent Monitor
Version 4.5 and higher
CAUTION – When using the ACD "Silent Monitor" feature, in some states it is
illegal (or civilly actionable) to monitor telephone communications without
giving prior warning to all participants. These laws do not make the Silent
Monitor feature on a telephone system illegal. Before activating this feature,
please check applicable state and federal laws.
Description
The Silent Monitor feature allows an ACD supervisor to monitor a call between an ACD agent and a
caller without the knowledge of either party. (See CAUTION, above.) If necessary, the ACD
supervisor can initiate a three-way call by barging into the call.
Operation
To initiate Silent Monitor:
1. Press ON/OFF + 768 + Extension number you want
to monitor
OR...
Press the FF key assigned as a Silent Monitor Key + Exten-
sion number you want to monitor*
OR...
Press only the Silent Monitor Key if the FF key has been
preprogrammed to monitor a specific extension number.
You do not need to enter the extension number.
Note:
The Silent Monitor key is disabled when the extension assigned to that key is idle, dialing, or
ringing.
Silent Monitor Key Color Definitions
FF Key Color
Clear
Solid Red
Flashing Green
Hardware Requirements
•
N/A
Considerations
•
Be sure all phones that should NOT be allowed to monitor have a COS that restricts monitoring.
•
Silent Monitor is allowed or denied by setting the appropriate extension COS.
186
Action
Definition
Cannot monitor
Able to monitor
Not monitoring
S-ICX (International) issued April 2002
Section 700 - Operation
Result
The Silent Monitor feature is active, and
the extension is being monitored. (The
Silent Monitor key flashes green when
Silent Monitor is active.)
Possible Operation
None
Press Silent Monitor key
On-Hook or CONF
S-ICX-64-700
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