sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems monitoring calls

System - ICS 0x32 with NAM - latest software
Application - Brokerage house
Customer wants to be able to screen (listen into) any of the extentions, without notifying that extention that this is happening. No particular need at this time to record conversations just listening in for quality control.

Any Ideas???

I had this question posed to me a number of years ago and had never seen a program option for such actions. I pulled out my ITAS card and gave nortel a call. You should have heard the laughter. Seems the canadians believe in privacy. The answer is the switch will not do it. The aftermarket would have to be explored. Viking does offer a line monitoring unit. you must connect in front of the switch. If you have a T-1 your out of luck.

Jwooten, Is correct! There are a few after market devices that will work, but there are legal aspects you must over come. It is illegal to monitor a call without prior consnt. You have to infirm all employees that phones can be monitored at any time. I would either type up a letter making customer informed about this so no legal problems come back on you, or make up some stickers to go on the phones(like the Military Does). Good Luck.

I believe the law on recording is that one party has to be aware that the call is being recorded or that it can be recorded.
So if I wanted to record a conversation between me and someone else that is OK because I am aware the call is being recorded. However if you record a call between say a sales rep and the customer then at least one of those people must be aware that the call is being recorded or that it can be recorded at any time. The easiest way is to have employees sign a letter that says calls can be recorded at any time.
Hope that helps

The best way to do it is to have the Sales Rep. state that this call may be monitored for customer assurance that way both parties are aware, I'm sure we have all heard that one at one time or another. And your butt will be covered Just an idea you might want to consider.

Have any of you had experience with the Viking product?
I further researched and was told another option is Cyntech's full blown ACD (ie. Synphony 1). It has the capability of manager listen in.

Any comments??

several years ago I used some monitor devices on an ADIX digital system. It worked fine for listening to calls. They are still on site, so I will go by there in the next few days and get a model number for you. They may even have a few extra that they are not using and interested in selling. I will have more info in a couple of days. Send me a reminder email. These are supposed to work on any digital system. Also, there are very few states that have laws against monitoring phone calls. It is only when recording calls that it gets to be a problem. With that said, better safe than sorry, put a note on the phone or send a memo.

just an update! The device is called a Melco unit. It can monitor up to 30 devices with one unit. The devices must be analog CO lines or single line sets. My customer had the ADIX, but it had been so long since I was out on site, that I forgot they were using digital phones to monitor the single line phones used by their customer service reps. Sorry about the misinformation. It has been one of those weeks. The have about 5 extra of those units that they are not using and would like to sell. Email me if you are interested in them.

THE MALCO UNITS ARE GREAT, I HAVE A FEW OF THESE GUYS INSTALLED AT DIFFERENT SITES.
THE MODEL NUMBER IS KM-330B (OR A) Service Observing Unit. YOU PUNCH DOWN EACH C.O. LINE TO THE 66 BLOCK (READ THE INSTRUCTIONS AND FOLLOW THE WIRING DIAGRAM) THEN YOU SETUP A SPARE C.O. TRUNK OFF THE KSU TO BE YOUR OBSERVING UNIT AND ASSIGN IT TO ANY EXTENSION THAT NEEDS TO LISTEN IN ON THE CONVERSATIONS. NOW ALL YOU DO IS PRESS THE C.O. LINE ON THE PHONE DIAL A CODE ASSOCIATED WITH THE LINE YOU WANT TO LISTEN TO AND YOU ARE IN, THE DRAW BACK WITH THE NORSTAR IS THAT YOU WONT KNOW WHO'S EXTENSION YOU ARE MONITORING TO UNTIL YOU GET IN WHERE WITH THE PARTNER SYSTEM YOU CAN ACTUALLY PUNCH IT DOWN TO THE TIP AND RING OF THE EXTENSION THEN DIAL THE EXTENSION NUMBER AS A CODE.
EMAIL ME IF YOU NEED MORE DETAILS