Call monitoring with Zoom Settings.

Using whispering, listening, taking over, or through barging, zoom admins have the discretion of enabling the call monitoring, and then they can add those groups that would use monitoring. Also, if the zoom phone admin approves then the zoom phone users for other users, call queues, or for common area phones can use the call monitoring. 

Some of the probable use cases are depicted below  – 

• Group trainer. A group trainee overhears the call between the agent and the customer and then can suggest the agent ways for handling the customer. 

• Front desk receptionist. When an employee is for some important mission and there arrives an important call. In that case, the receptionist can join in that call and later can inform the employee about that call. 

• Call center supervisor. The supervisor tacitly inspects a call between the agent and the customer and later interrupts the calls for assistance. 

 

Preconditions for call monitoring with zoom settings. 

 

• One must have the zoom admin or zoom account owner benefits. 
• Should possess the zoom phone license. 

Follow the call monitoring user manual and know about the preconditions. 

 

Features for zoom call monitoring. 

Some of the important aspects of zoom call monitoring are-

• Whisper. Secretly talking with one particular phone user makes the rest of the users unaware of it. 

• Barge. Being part of the call and talking with every party. It’s a three-way call. 

• Conference Barge. Joining from a shared line group call. Irrespective of who answers the call,  received by the shared line group, this zoom call allows several members to barge in. The upper limit to barge in a call is up to ten members. This call monitoring feature is available for zoom client app 5.8.0 version or above. 

Remember, The feature is exclusive for call monitoring zoom settings for shared line groups, and once chosen no one can enable other call monitoring features. 

• Listen. You can hear through the call without anyone being aware of it. 

• Take over. From a  phone user, you can take over the zoom call. 

 

Some restrictions of call monitoring. 

 

While aiming for call monitoring set up, you must also be aware of some of the significant restrictions. 

• For every call monitoring group, one can allocate at best 100 phone users and 100 desktops for being monitored. 
• The phone will be rebooted, when the monitoring discretion is altered or the related phone users have zoom desk phones. 
• Though the monitored and monitor pair can’t be repeated, the zoom phone users can be a part of several call monitoring groups. For instance, when A (monitored) and B ( monitor) is a part of group no. 1. Then there can’t be  A (monitored) and B ( monitor)  for group no. 2. 
• Though common area phones can be monitored, however, they would not act as a monitor. 

 

Way of disabling or enabling the call monitoring. 

 

Step 1. Visit the Zoom web portal. And then sign in. 

Step 2. Head on to the navigation menu, tap account settings after account management. 

Step 3. Tap on the zoom phone section. 

Step 4. There’s a monitor toggle, which you can enable or disable. 

 

Way of adding groups that use call monitoring. 

 

You can create the zoom phone users group after turning on the call monitoring and then they can use the feature. Every group contains the following – 

• Monitored. Their zoom phone users would be monitored. 

• Monitors. Those zoom phone users who are on other phone users can use call monitoring. 

Step 1. Visit the Zoom web portal. And then sign in. 

Step 2. Head on to the navigation menu, tap monitoring after account management. 

Step 3. Tap on add. 

Step 4. You have to mention the below inputs-

•  Type. Choose from which extension to tune in call monitoring. 

Remember, once you add the monitoring group, then you are unable to alter the type. 

• Call queues.it permits monitoring some call queues for some particular zoom phone users. In case the direct numbers or call queues extension makes or sends a call to the monitored phone user. 

• Common area phones and users. Permits particular phone users in monitoring other phone users or the common area phones. 

• Shared line appearance. It is the phone users such as executives or assistants or the members of the call delegation. They are known as shared line appearance being permitted to maintain a set up to monitor each other.

• Shared line groups. Every member from the shared line groups is permitted to monitor one another. 

 

• • Site. For allocating a group, you have to choose a site. It’s only shown if multiple sites are enabled. Remember, now also from other sites to the group you can add the phone users.

• Name. Input the displayed name which would assist in recognizing the group. 

• Monitors. Choose the call queues or phone users for the call monitoring. 

• To share line appearance when you set the type. It is only the call delegation executives or assistants who can set up a monitor with one another. 
• To share line groups when you set the type. From the shared line group only the inner members can monitor each other. However, adding several shared line groups does not imply that any member from a shared line group can monitor the members of all other added shared line groups. 
• To call queues when you set the type. The call queue admin automatically becomes the monitor. But when you can’t find a name at the setting then you choose manually a call queue member. 

• Privileges. Those call monitoring features can be chosen which the monitors can use. 

• Prompt. With this one can disable or enable the notification which warns the participants in a zoom call that it may be monitored. Once it’s saved then only the setting is visible. 

• Conference barge tone. You can choose the conference barge at times you set up call monitoring for a shared line group. When enabled it would play a tone at times any member barges into the call. 

• Monitored. Choose the common area phone or zoom phone users which need to be monitored. 

• When you choose a type to call queues-  then the setup call queue in the monitor will automatically be added. 

 

Step 5. Tap on save. 

 

Remember,

• To the line key settings of the monitor, the BLF monitoring as a line key will by default be added. This BLF permits the monitor in viewing the status of the monitored call and also to use call monitoring for the desk phones. 
• For applying changes related to desk phones will by default be rebooted. Those desk phones can be rebooted several times. 

 

Way of editing the call monitoring group. 

 

Once the call monitoring group has been added then settings can be edited and you can take the membership. 

Step 1. Visit the Zoom web portal. And then sign in. 

Step 2. Head on to the navigation menu, tap monitoring after phone system management.

Step 3. Select the group display name you wish to edit. 

Step 4. For renaming the display name you have to click rename. However, the step is optional. 

And lastly based on earlier provided details you can edit the settings. 

 

All credit. Zoom.us

https://support.zoom.us/hc/en-us/articles/360044804711-Setting-up-call-monitoring