BT Cloud Work Call Monitoring Overview

Call monitoring allows authorised Users to access and take part in calls made by other Users in real time. This feature works by giving Users permission to monitor others and selecting Users that can be monitored. It works well with BT Cloud Work desk phones that support Presence, and with the BT Cloud Work Desktop app as well.

Availability

Call monitoring is available to BT Cloud Work Connect and Collaborate Users.

IMPORTANT: Only Super Admins, User Admins, and Users with User Admin access can customize the Call monitoring group settings. See User Roles and Permissions Overview for more information.
 

Users of the Call monitoring feature

Click on links below to learn more.

1. On the Presence permissions tab, make sure that "Allow other users to see my Presence status" is on. See Set up Presence Permissions and Appearance in BT Cloud Work Portal for more information.
2. The Administrator should go to the Phone system section on the Admin portal.
3. Click Groups > Call monitoring > New Call monitoring 
4. Enter the Group name for the Call monitoring group, then click Next.
5. Select Users that can monitor calls from the list, then click Next. Use the Search bar to easily find the Users that need to be selected.
6. Select the Users that can be monitored from the list, then click Save. 

NOTE: Use the Search bar to easily find the Users that need to be selected. You may also click on the page numbers on the bottom right to see the next page on the User list.
 

Modifying the Call monitoring group information

1. On Phone system, click Groups > Call monitoring.
2. Select the Call monitoring group that needs to be modified.
3. Click the Group members tab.
4. The Group members tab lets you edit the following settings.
   • Select Users that can monitor others - Click Can monitor to select users that can monitor others. Select the Users that can monitor others from the list, then click Save.
   • Select Users that can be monitored - Click Can be monitored. Select the Users that can be monitored from the list, then click Save.
      

Call monitoring options

You can monitor calls using any of the following methods. Only one user can monitor a call at a time.

• Monitoring calls on a desk phone with Presence capability
• Monitoring calls on a desk phone without Presence capability
• Monitoring calls on the BT Cloud Work Desktop app HUD
   

Monitoring calls on a desk phone with Presence capability