Disallow Users to be Monitored by Others

Every extension on your Cloud Voice system can be monitored by default. When certain users handle sensitive calls that should never be listened in on (for example, HR, legal, or executive lines), you can switch off monitoring for their extensions one at a time or in bulk.

What “monitoring” means here

Call monitoring lets an authorized supervisor sit in on another extension’s live call: silently listening, privately coaching the person on the extension so only they hear it, or joining the conversation as a third party. It is a real-time feature and is separate from call recording, which saves audio for playback later. Clearing Allow Being Monitored only stops this extension from being a monitoring target. It does not change whether the user can monitor other people.

PBX below refers to the Private Branch Exchange, your hosted Cloud Voice phone system.

Disable monitoring for a single extension

1. Sign in to the PBX web portal and open Extension and Trunk > Extension.

2. Locate the extension you want to protect and click the edit icon next to it.

   

3. Open the Features tab.

4. Under Call Monitor, clear the Allow Being Monitored checkbox.

   

5. Click Save, then Apply.

Apply is what makes it live

Save stores your change, but the extension can still be monitored until you click Apply. Apply pushes the configuration to the phone system and activates it. If you skip this step, the user’s calls are not yet protected.

Disable monitoring for multiple extensions

1. Sign in to the PBX web portal and open Extension and Trunk > Extension.

2. Select the checkbox for each extension you want to protect, then click Edit.

3. Open the Features tab.

4. Select the Call Monitor checkbox, then clear the Allow Being Monitored checkbox.

   

   Tick the Call Monitor box first in bulk edit

   In the bulk edit dialog, a setting is only applied to the selected extensions when its parent checkbox (here, Call Monitor) is selected. If you clear Allow Being Monitored without first selecting Call Monitor, the change is ignored and the extensions stay monitorable.

5. Click Save, then Apply.

Result

Once applied, calls placed or received on the selected extensions can no longer be monitored by anyone.