Supervisor/ 3rd Party Call Recording

[JohnAlexander]

Hi,

I was just wondering whether is it possible to record a call whilst monitoring? Both functions are available separately however i don't seem to be able to find a way to record a call I am silently listening to?

Any help would be greatly appreciated. Device is a Mitel 5330 IP Phone.

[Tech Electronics]

JohnAlexander,

That is not a valid function since both use Conference Circuits, basically, to do their job. Here is the help note on the record feature.

The Record-A-Call feature is not available for devices that are using peer-to-peer audio.
- The Record-A-Call feature cannot be used on certain calls such as Agent Help, Station Monitor, Paging, and so on.
- Call monitoring may be illegal in some locations. It is the responsibility of the customer to ensure that the use of this feature complies with local laws.

Thanks,

TE

[dwayneg]

I believe this may be a case of documentation not being kept up with changes.  I just did it on my system and if you have silent monitor permission you can record, steal or barge on a live call.  Recording goes into supervisor's designated mailbox.

[Tech Electronics]

dwayneg,

Actually, I do remember that becoming a function recently, but I don't remember at what version it came out; 6.0 maybe? I know for the longest time that it was not allowed so I tend to forget about the change.

Thanks,

TE

[NTEDave]

I have a customer that does this on V5 (not sure on exact release) without issue