atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems Silent Monitor on ICM call?

Customer is having trouble with some agents not answering calls but when questioned the agent says they were discussing business issues with another agent in person or via intercom. However, customer has no way to monitor this with their current IDS 108 system.

I tried the SIL MON (833) key which they already use to monitor outside line calls, but it seems the SIL MON (833) key doesn't work for monitoring internal intercom calls. Is there a way to get it to work?

Would the barge-in key work essentially the same by turning off the barge tone and then hitting the mute key after the barge in key (or will the line connect be heard regardless)?

Is there yet another option to simply open the connection to a stations microphone creating an intercom connection but in one direction only (or as above, create an intercom connection without the tone and then hit the mute key)? Of course, it would be undesireable if the station's HF key light turned on :-(


thanks for any help.

yes barge in will work the way you described it
silent has to work as well, here is why
when you hit your speaker, or pickup a handset and hit the 833 key and then the ext you are in monitor state against that ext. if the person is on the phone you will hear the conversation, if the person is not on the phone you will hear silence, and as soon as they pickup the handset you will hear the audio and even the touch tones, so it does not matter what the ext is doing you shuld be able to monitor it at any time.

what software and CPU you are using?

version is 2.0.0 (old I know, but all the necessary features seem to be present).

I'm not sure on the CPU - can the customer check that easily if I call and, if so, how?

I assigned the 833 key and tested the SIL MON function - worked great. I tried it on an internal ICM call between stations and nothing but silence. I also tried it when the station was inactive and nothing but silence (I was hoping to hear just the surrounding environment noise/discussion/etc. . . but nothing).

ok, this is a acpu with 2.0.0
has to work, I will test it on monday and let you know. it has to work as I have mentioned before.