Monitoring Extensions

Content

Extension monitoring allows a ShoreTel Connect CLOUD user to monitor the extension of another user and answer calls on the other user's extension, if necessary. For example, two assistants are working on different floors of the same building and are both responsible for answering calls from the main phone line. With extension monitoring enabled, if one assistant is on a call when another call arrives on the main line, the other assistant can see that the first assistant is busy and, therefore, knows to answer the incoming call.

Extension monitoring is enabled by configuring a programmable phone button on the monitoring party's phone with the Monitor Extension feature. The Monitor Extension button can be configured for multiple functions, depending on the status of the monitoring party's phone.

Extension Monitoring Details

The Monitor Extension button can be configured for multiple functions, depending on the status of the monitoring user's phone.

The Monitor Extension programmable button LED is red on the monitoring user's phone when the person whose extension is being monitored is on a call. If that call is put on hold and a second call is accepted on the monitored extension, the LED turns green and flashes twice. Similarly, the LED flashes three times if a third call is accepted.

Monitor Extension Button Parameters

Parameter

Description

Extension

Specifies the extension to monitor.

Ring delay before alert

Specifies the delay between when the monitored extension starts ringing and when the monitoring phone starts ringing. Select one of the following:

  • None - to start ringing the monitoring phone audibly on the first ring.
  • 1, 2, 3, or 4 - to ring the monitoring phone silently for the selected number of rings before ringing the phone audibly.
  • Don’t Ring - to not ring the monitoring phone audibly.

Show caller ID on monitored extensions

Specifies when to show caller ID on the monitoring phone for inbound calls on the monitored extension. Select one of the following:

  • Never - to not show caller ID for inbound calls on the monitored extension.
  • Only when ringing - to show caller ID for inbound calls on the monitored extension only when the phone is ringing.
  • Always - to show caller ID for inbound calls on the monitored extension when the phone is ringing and as long as the call is connected.

No connected call action

Specifies the action the button executes when the monitoring party is not on an active call, regardless of whether or not the monitored party is on an active call.

Select one of the following:

  • Unused
  • Dial Number (Speed Dial)
  • Intercom
  • Whisper Page

For more information about these functions, see the Supported Programmable Button Functions table.

With connected call action

Specifies the action the button executes when the monitoring party is on an active call, regardless of whether or not the monitored party is on an active call.

Select one of the following:

  • Unused
  • Dial Number (Speed Dial)
  • Intercom
  • Whisper Page
  • Transfer Blind
  • Transfer Consultative
  • Transfer Intercom
  • Park
  • Transfer Whisper

For more information about these functions, see the Supported Programmable Button Functions table.

Related Articles

Configuring Shared Call Appearances
Configuring Associated Bridged Call Appearances
Configuring Bridged Call Appearances
Using Call Move
Using Silent Coach
Using Silent Monitor
Using Whisper Page
Configuring Call History Privacy
Editing Call Routing Settings
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-31


Article: 000012073