Option for Dedicated Call Monitoring Extension / Bypassing Presence and Direct Extension Dialing Limitations
Currently, call monitoring (barge, whisper, listen) relies heavily on either HUD/Presence key configurations on desk phones or DTMF star codes (*80). When a call is answered via call overflow, forwarding rules, or secondary extensions, attempting to monitor a user by pressing their Presence key or dialing their direct extension often fails—instead, the desk phone simply initiates a direct call to the target extension.
This causes significant confusion and frustration for supervisors and managers who expect to monitor active calls directly without triggering an unwanted outbound phone call to the agent.
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Jazz
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