Features and benefits
- Call monitor from desk phones or TELUS Business Connect for Desktop
- Hear your sales and support staff as they speak with customers, leads and clients
- Simple key commands from a desk phone empower you to monitor calls and whisper to your staff during active calls
- Monitor calls from TELUS Business Connect for Desktop; easily switch options from the intuitive HUD interface
- Call barge-in to manage conversations and also take over calls when necessary
- TELUS Business Connect supports up to 100 call monitoring groups per account
- Record your calls with Automatic Call Recording or you can record calls yourself
- Call monitoring is free for TELUS Business Connect Premium and Premium Plus customers
Enabling Call Monitoring
Access and configuration of call monitoring groups is controlled by your system admin. Admins, follow these instructions to set up call monitoring for your employees.
Admins, go to Groups > Add Group > select Call Monitoring from the list > Next.
Next, choose the users you want to enable for monitoring capability.
Then choose the users you want the monitors to be able to monitor.
Monitoring a call from a desk phone
To begin using call monitoring, make sure you have the users you plan on monitoring added to your presence-monitoring list. These simple key commands empower you to use the call monitoring functions.
Monitoring a call from TELUS Business Connect for Desktop
Enable HUD from the Settings and add users that you plan to monitor into your HUD list. (If you have configured your presence list for your desk phone, the HUD list is automatically synchronized.)
When your staff’s extension shows the busy status in presence, mouse over his/her extension and choose the Call Monitoring option.
Mouse over and click the Monitor icon
Switch on options to whisper, barge or take over the call
Devices and app enabled for Call Monitoring
The following devices with presence capability support call monitoring:
- Cisco: SPA 303, SPA 508G, SPA 514G, SPA 525G2
- Polycom: VVX 310, VVX 410, VVX 500
- TELUS Business Connect for Desktop