Monitoring (Busy Lamp Field)

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What you need to know:

Maintaining visibility into who is on the phone and who isn’t allows you to effectively handle calls to insure hold times are short and that callers get handled in the best way possible.

The Monitoring feature allows users to observe the line status (e.g., active or inactive) of other phones through the additional line keys on their phone.  Users can also quickly dial a monitored phone simply by pressing the associated line key on their desktop phone.

As a My Account Administrator you have the ability to grant monitoring privileges, activate the feature and modify settings for users at your sites.


Feature Prerequisites

Before the Monitoring feature can be used the following conditions must be met:

  • At least one inbound number must be available to be assigned to a station (Premium, Hosted Square Key, and Hosted PRI-User).
  • Monitoring is available for all Polycom phones with or without a sidecar.
  • Monitoring is available for Cisco phones with a sidecar.

Feature Setup

To use this service, log into My Account.

  1. Go to My Site and select your Site.
  2. Select Monitor a Line quick link.
  3. Click image for large view
  4. Select the User you would like to grant Monitoring capabilities to and click Edit.
  5. Check the Call Park Notification box if you would the monitored User to be notified of call parked on their line.  For more information on Call Park, please see the Call Park and Call Pickup guide.
  6. Next, select the phone number/line that you would like your User to monitor by dragging and dropping the phone/line from the Phones Not Monitored window to the Monitored Phones window.
  7. Click image for large view
  8. Click Save to save your changes.