Call Monitor and Barge In Planning Applications and Services 8
ShoreTel 14 Planning and Installation Guide 155
To simplify discussion of this feature, we will refer to three parties: the supervisor, the agent, and the
customer. The supervisor initiates the silent monitor by selecting an agent. The agent is on a call with
the customer. The customer may be an internal or external caller, but supervisors and agents must be
on extensions.
In Silent Monitor, a supervisor hook flash is ignored. However, a hook flash by the other parties works
the same as in a two-party call. In particular, an agent flash puts the call on hold and allows a
consultative transfer or conference.
Because there is a limit of three parties in a conference call, if the agent or customer makes a
consultative transfer or conference, the supervisor is automatically dropped. Similarly, if another party
barges in a monitored extension, then the silent monitor is dropped.
If a conference call is already in progress, it cannot be monitored. If a silent monitor is already in
progress, no one else can monitor the call.
The supervisor can barge in on a call he or she is silent monitoring. It is not possible to revert a barge
in call to a monitored call. If desired, the supervisor can hang up and restart monitoring.
After a barge in, the agent remains the controlling party of the call. A subsequent agent hook flash
disconnects the supervisor, who is the last party added.
Barge In and Silent Monitor Telephony COS Configuration
Each telephony class-of-service (COS) permission has several additional check boxes and radio
buttons in ShoreTel Director to configure Intercom/Paging, Barge In, Call Recording, and Silent
Monitor.
WARNING!
ShoreTel, Inc. does not warrant or represent that your use of silent monitoring or barge in features of
the Software will be in compliance with local, state, federal, or international laws that you may be
subject to. ShoreTel, Inc. is not responsible for ensuring your compliance with all applicable laws.
Before configuring the call monitoring features, you may wish to consult with legal counsel regarding
your intended use.
Table 31: Barge In and Silent Monitor Telephony COS Configuration Parameters
Parameter Definition
Allow initiation for Intercom/Paging If this check box is selected, users within this COS may
place an intercom call or page to other system users. If
cleared, then no intercom/paging can be initiated.
Accept Intercom/Paging Accept None — If selected, users within this COS may not
receive intercom calls or pages.
Accept All — If selected, users within this COS may receive
intercom calls or pages from anyone in the COS.
Accept Only From — If selected, users within this COS may
only receive intercom calls or pages from the person
specified in the associated field.
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