Call Monitoring lets you join a call from any phone to listen, whisper to the monitored user, or barge in to have a three-way call. Cost is $20.00* per month per account.
- Super Users/Administrators can add the service, specify who can monitor, and audit monitoring sessions.
- A PIN, assigned by the Super User/Administrator, is required to monitor calls. Users can change their PIN.
You cannot monitor a Virtual Extension because a device is not assigned.
*Call Monitoring is included in the Vonage Best calling plan.
Add and Set Up Call Monitoring
Add Services
To add Call Monitoring to your account, contact Customer Care at 1300 10 81 84.
Set Up Monitors
- Sign in to the Admin Portal.
- Click Phone System, then click Call Monitoring.
- Hover over the extension you want to add as a monitor, then click the Pencil icon.
- Enter a unique PIN between 4 and 10 digits. Jot down this PIN as it is required by the user to activate a call monitoring session.
- Choose whether to use a Legal Disclaimer and if enabled, select from the following options:
The disclaimer plays at the beginning of all inbound and outbound calls to inform all parties that the call may be monitored.
| Play Arrow | Listen to the current disclaimer. |
| Red Circle | Record a disclaimer. |
| Blue Arrow | Upload a disclaimer. |
- Click the Extension drop-down menu and choose the extensions that this user can monitor.
- Click Save.
Use Call Monitoring
Call Monitoring Options
| Barge | Establishes a three-way call between you and the monitored parties. |
| Monitor |
- Listen to a call on an assigned extension.
- The monitored extension is not alerted that you are listening.
- Monitoring stops when you hang up, cancel monitoring, or when the monitored person's call ends.
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| Whisper |
- Speak only to the person you are monitoring.
- The party connected to the monitored person cannot hear you.
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Monitor a Call
| Monitor Only | Monitor An Extension
- Dial *105 on your Vonage phone and then enter your PIN.
- Enter the extension you want to monitor and listen for a beep to confirm monitoring has started.
Stop Monitoring
Hang up the phone or wait for the monitored person's call to end.
Stop Monitoring Without Hanging Up
Press 0 and then enter a new extension you want to monitor.
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| Whisper or Barge | While monitoring a call:
- Press 2 to Whisper
- Press 3 to Barge.
If you want to switch back to monitoring, press 1.
NOTE: The Barge option is also available through the Shared Line Appearance (SLA) feature. This option is available on Yealink and Polycom phones only. Yealink phones have this feature available by default while Vonage Support must enable this feature on your account for use with Polycom phones. See Shared Line Appearance (SLA) for more information.
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Change your Call Monitoring PIN
- Sign in to the Admin Portal.
- Click Phone System, then click Call Monitoring.
- Hover over the Extension you want to set and click the Pencil icon.
- Go to Extension PIN and enter a new 4 to 10 digit PIN.
- Click Save.
View Audit Log
All call monitoring activity is saved and can be viewed in the Audit Log.
- Sign in to the Admin Portal.
- Click Phone System, then click Call Monitoring.
- Click View Audit Log.
- Select criteria and then click Search.
