The system supports several different methods for call intrusion. The method used affects which parties can hear and be heard by other parties following the intrusion. Intrusion features are supported across a multi-site network
In the scenarios below, user A is on a call with B who may be internal or external. User C invokes one of the call intrusion methods targeting user A.
Feature | Description | Privacy Settings | ||
|---|---|---|---|---|
User | Target | |||
Can Intrude | Cannot Be Intruded | Private Call | ||
Call Listen | This feature allows you to monitor another user’s call without being heard. Monitoring can be accompanied by a tone heard by all parties. Use of the tone is controlled by the Beep on Listen setting on the System | Telephony | Tones & Music tab. The default for this setting is on. If enabled, this is the only indication of monitoring given to the monitored user. There is no phone display indication of monitoring. | Used | Used | Used |
Call Intrude | This feature allows you to intrude on the existing connected call of the specified target user. All call parties are put into a conference and can talk to and hear each other. A Call Intrude attempt to a user who is idle becomes a Priority Call. | Used | Used | Used |
Call Steal | This function can be used with or without a specified user target. If the target has alerting calls, the function will connect to the longest waiting call. If the target has no alerting calls but does have a connected call, the function will take over the connected call, disconnecting the original user. This usage is subject to the Can Intrude setting of the Call Steal user and the Cannot Be Intruded setting of the target. If no target is specified, the function attempts to reclaim the user’s last ringing or transferred call if it has not been answered or has been answered by voicemail. | Used | Used | Used |
Dial Inclusion | This feature allows you to intrude on another user’s call to talk to them. Their current call is put on hold while you talk and automatically reconnected when you end the intrusion. The intruder and the target extension can then talk but cannot be heard by the other party. This can include intruding into a conference call, where the conference will continue without the intrusion target. During the intrusion all parties hear a repeated intrusion tone. When the intruder hangs-up the original call parties are reconnected. Attempting to hold a dial inclusion call simply ends the intrusion. The inclusion cannot be parked. | Used | Used | Used |
Whisper Page | This feature allows you to intrude on another user and be heard by them without being able to hear the user’s existing call which is not interrupted. For example: User A is on a call with user B. When user C intrudes on user A, they can be heard by user A but not by user B who can still hear user A. Whisper page can be used to talk to a user who has enabled private call. | Used | Used | Not Used |
Coaching Intrusion | This feature allows the you to intrude on another user’s call and to talk to them without being heard by the other call parties to which they can still talk. For example: User A is on a call with user B. When user C intrudes on user A, they can hear users A and B but can only be heard by user A. | Used | Used | Used |
Request Coaching Intrusion | This feature allows you to request a call intrusion. While on a call, user A indicates to user C a request for coaching support. When user C intrudes on user A, they can hear users A and B but can only be heard by user A. | Used | Used | Used |
Call Appearance | In addition to making and answering calls, appearance buttons that indicate ‘in use elsewhere’ can be pressed in order to join that call. The Can Intrude setting of the user is not used. The Cannot Be Intruded setting of the longest present internal party in the call is used. | Not Used | Used | Used |
Bridged Appearance | Not Used | Used | Used | |
Line Appearance | Not Used | Used | Used | |
The use of features to listen to a call without the other call parties being aware of that monitoring may be subject to local laws and regulations. Before enabling the feature you must ensure that you have complied with all applicable local laws and regulations. Failure to do so may result in severe penalties.
Intrusion Privacy Controls
The ability to intrude and be intruded is controlled by two configuration settings, the Can Intrude (User | Telephony | Supervisor Settings) setting of the user intruding and the Cannot Be Intruded (User | Telephony | Supervisor Settings) setting of target being intruded on. The setting of any other internal party is ignored. By default, no users can intrude and all users are set to cannot be intruded.
For intrusion using appearance buttons, the user’s Can Intrude setting is not used. The Cannot Be Intruded setting of the longest present internal party in the call is used.
A user who can normally be intruded on can indicate that a call is a private call by using a Private Call short code or programmable button. While private call status is enabled, no intrusion is allowed except for Whisper Page intrusion.
In addition to the options above, Call Listen can only be used to intrude on calls by users in the user’s Monitor Group (User | Telephony | Supervisor Settings).
For the Call Steal function, the Can Be Intruded setting is used if the call is connected.