The Silent Monitoring feature will allow any premium user the ability to barge into other users’ existing call (both Standard and Premium users), while being placed on mute at the same time.  This feature will work similarly to when a user utilizes the Directed Call Pickup with Barge-In feature (*33)

At the customer’s request during or post-implementation, a specific configuration will be applied to the user’s phone configuration file (on TFTP server), which will add an additional soft key labeled “monitor” to the user’s Polycom VVX handset.

Steps for implementing Silent Monitor:

  1. Only EIP members can edit a phone configuration file via a Maximo ticket
  2. Add the Directed Call Pickup with Barge-in service to the user’s profile in Broadsoft.
  3. Reboot the phone to pick up the new config file

Steps for using Silent Monitoring:

1. With the phone on hook/off hook, select the “More” soft key until you see the “Monitor” soft key
2. Select the “Monitor” soft key
3. Enter the extension of the agent/user, who is on an active phone call you want to monitor
4. Select “enter” soft key to complete the process
5. To end monitoring hang up handset

*This feature has been tested on the VVX 300/400 handsets with firmware versions 5.0.0 and 5.2.0