Monitor extension

You can monitor an ongoing interaction and screen activity that is taking place on a specific extension.

Your organization/group scope (visibility) is not considered when monitoring by extension and therefore you can monitor any extension in the system.

Before you begin

Verify that in the User Management application you have the following privileges:

Monitor by extension
One or both of the following: Monitor audio, monitor screen

Procedure

Under Real Time, select Monitor Extensions.
Enter the extension you want to monitor.

If a duplicate extension error message is displayed, contact your administrator if the message persists (your system needs to be configured to support Site-Dependent Playback).
Click .

If there is an ongoing call on the extension, you can hear the conversation. This option is available if you have the monitor audio privilege. If screen recording is available, you can view the employee screen even if there is no ongoing call. This option is available if you have the monitor screen privilege.