Monitor a Call on a Deskphone With and Without Presence | Wireless Integrated for AT&T Office@Hand
Article #67886

This article provides information about the Call Monitoring feature which allows authorized Users to access another extension’s call in real time, providing them with Quality Assurance and coaching tools.

The feature works by giving Users permission to monitor others and selecting Users that can be monitored.

Monitor a Call on a deskphone with Presence

Silent Monitoring

On the phone that was setup for Presence, press the soft key for the extension that needs to be monitored.

Whisper/Coach

To coach the User being monitored, press *81. To go back to Monitoring, press *80.

Call Barging or Joining the call

To join (barge) the call, press *82. To go back to Monitoring, press *80.

Taking over the call

To take over the call, press *83.

Monitor a Call on a deskphone without Presence

Silent Monitoring

Dial *80 to monitor a call. When prompted, enter the extension you need to monitor and press pound. Call monitoring allows you to listen to all parties in an active call without transmitting any audio yourself.

Whisper/Coach

Dial *81 for call coaching. When prompted, enter the extension you wish to coach and press pound. Call coaching allows you to speak directly to the extension you are coaching while they are on a call, without transmitting audio to the other party.

Barge

Dial *82 for call barge. When prompted, enter the extension you wish to barge and press pound. Call barging allows you to join another extension’s in-progress call and communicate with all parties as if you were added via intercom.

Takeover

Dial *83 for call takeover. When prompted, enter the extension you wish to take over and press pound. Call takeover allows you to disconnect an extension while they are on a call and take their place as an active call party member.

NOTE: This can be done on Wireless Integrated for AT&T Office@Hand Desktop app as well as the mobile app, with limitations. The apps do not support the Takeover feature.

IMPORTANT: On-demand call recording will not work from the Wireless Integrated for AT&T Office@Hand Desktop app when monitoring another call. If you need to record calls that are regularly monitored, consider automatic call recording. It is your responsibility to consider local legal responsibilities when recording phone calls.

Was this page helpful? Yes No