Guides and Manuals

TELUS Business Connect Call Monitoring

Train and coach your sales and support team members with advanced access to your teams’ phone calls with clients, prospects, and customers.You can monitor calls in real time, whisper to your employees, enter into conversations, and even take over calls.

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.

Enabling Call Monitoring

Admins, go to Groups > Add Group > select Call Monitoring from the list > Next.

Enabling Call Monitoring

Next, choose the users you want to enable for monitoring capability.

Enabling Call Monitoring

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 a desk phone

Monitoring a call from a desk phone

Monitoring a call from a desk phone

Monitoring a call from a desk phone

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.

Monitoring a call from TELUS Business Connect for Desktop

Mouse over and click the Monitor icon

Monitoring a call from TELUS Business Connect for Desktop

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
Tell us what you think It's in our nature to listen. As TELUS.com/business continues to evolve, we'd love to hear more from you.