Monitoring Extensions

Extension monitoring allows a MiCloud user to monitor the extension of another user and answer calls on the other user's extension, if necessary. For example, two assistants are working on different floors of the same building and are both responsible for answering calls from the main phone line. With extension monitoring enabled, if one assistant is on a call when another call arrives on the main line, the other assistant can see that the first assistant is busy and, therefore, knows to answer the incoming call.

Extension monitoring is enabled by configuring a programmable phone button on the monitoring party's phone with the Monitor Extension feature. The Monitor Extension button can be configured for multiple functions, depending on the status of the monitoring party's phone.

Extension Monitoring Details

The Monitor Extension button can be configured for multiple functions, depending on the status of the monitoring user's phone.

• When there is an incoming call on the monitored extension, pressing the Monitor Extension button answers the incoming call.
• When there is no active call on the monitoring user's phone, pressing the Monitor Extension button initiates the action configured for the No connected call action parameter (see table below for more information).
• When there is an active call on the monitoring user's phone, pressing the Monitor Extension button initiates the action configured for the With connected call action parameter (see table below for more information).

The icons displayed on the monitoring phone reflect what is happening on the monitored phone. For example, if there are unheard voicemails on the monitored extension and there is no active call on the monitored extension, the unheard message icon is displayed next to the Monitor Extension button on the monitoring phone. For details about the various icons for monitored extensions, see the user guide for your phone model.

NOTE: Extension monitoring is not supported for Voicemail-only profiles.

The Monitor Extension programmable button LED operates differently for the 400-Series IP phones and the 6900 Series IP phones, as follows:

• 400-Series IP Phones: The Monitor Extension programmable button LED is red on the monitoring user's phone when the person whose extension is being monitored is on a call. If that call is put on hold and a second call is accepted on the monitored extension, the LED turns green and flashes twice. Similarly, the LED flashes three times if a third call is accepted.
• 6900-Series IP Phones: The LEDs on the 6920 and 6930 IP phones work as follows:
  • If the monitored phone has an incoming call, the LED on the monitoring phone flashes red.
  • If the monitored phone has an active call, the LED on the monitoring phone is solid red.
  The cadence of the flashing LED does not change to reflect the number of calls the monitored extension answers.
  Because the 6940 IP phone has a touchscreen, it does not have LEDs, so this behavior doesn't apply to the 6940 model.

The Monitor Extension feature is not supported on 6910 IP phones.

Monitoring - Inbound Calls to Target Extension

Setting for Show Caller ID Options on monitored extensions	6900 and 6900 Button Box 6.0.0.389 firmware or earlier	6900 and 6900 Button Box  6.1.0.146 firmware	6900  and 6900 Button Box 6.1.0.158 firmware or later	IP400
Always	When the target extension is ringing: Incoming call - blinking red LED. Press the blinking programmed extension monitor button once to view the actual Caller ID on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking red LED. The actual Caller ID is displayed automatically on the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept call. Note: The new one-touch answer feature is in line with IP400 phone. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing Incoming call - Blinking red LED. The actual Caller ID is displayed automatically on the main phone screen Press the Answer softkey or the blinking programmed XMon button to intercept call.   Note: The new one-touch answer feature is in line with IP400 phone. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking green LED. The actual Caller ID is displayed automatically on the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept call. If the user is using an IP400 phone and is already on an active call, then the user must use a directional keypad to shift focus back to the originally active line while monitored extension is ringing. Note: The monitored call is not answered if the user only lifts the phone handset.
Always	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). No Caller ID is displayed on the main phone screen. Press the solid red programmed extension monitor button for the first time to view the actual Caller ID (with whom the actual target extension is connected) on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). The phone screen automatically displays the actual Caller ID (with whom the actual target extension is connected) on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). The phone screen automatically displays the actual Caller ID (with whom the actual target extension is connected) on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). The phone screen automatically displays the Caller Name in the Button label field.
Always	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red (the call is answered by the extension monitor user). The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red (the call is answered by the extension monitor user). The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red (the call is answered by the extension monitor user). The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady green (the call is answered by the extension monitor user). The actual Caller ID is displayed on the extension monitor user’s main phone screen.
Only when ringing	When the target extension is ringing: Incoming call - blinking red LED. Press the blinking programmed extension monitor button to view the actual Caller ID on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking red LED. The actual Caller ID is displayed automatically on the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call.  Note: The new one-touch answer feature is in line with the IP400 phone. Press the Cancel softkey to clear displayed Caller ID from the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking red LED. The actual Caller ID is displayed automatically on the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call.  Note: The new one-touch answer feature is in line with the IP400 phone. Press the Cancel softkey to clear displayed Caller ID from the main phone screen. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking green LED. The actual Caller ID is automatically displayed on the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. If the IP400 phone user is already on an active call, then the user must use a directional keypad to shift focus back to the originally active line while monitored extension is ringing.  Note: The monitored call is not answered if the user only lifts the phone handset.
Only when ringing	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). No Caller ID is displayed on the main phone screen. Press the solid red programmed extension monitor button for the first time to view the Caller ID (with whom the target extension is connected) as Call 1 on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). No Caller ID (with whom the target extension is connected) is displayed on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. Note: The monitored call is not answered if the user only lifts the phone handset.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). No Caller ID (with whom the target extension is connected) is displayed on the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension) No Caller ID information is displayed on the main screen or in the Button label field.
Only when ringing	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red. The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red. The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red. The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady green. The actual Caller ID is displayed on the extension monitor user’s main phone screen.
Never	When the target extension is ringing: Incoming call – blinking red LED. Press the blinking programmed button for the first time to view the Caller ID as Call 1 on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen. Press the Answer softkey or the blinking programmed extension monitor button to intercept the call. Note: The monitored call is not answered if the user only lifts the phone handset.	When the target extension is ringing: Incoming call - blinking red LED. The Caller ID is not displayed automatically as Call 1 on the main phone screen. Press the Answer softkey or blinking programmed XMon button to intercept the call. The user must press Cancel softkey to clear the displayed Caller ID from the main phone screen. Note: The new one-touch answer feature is in line with IP400 phone.	When the target extension is ringing: Incoming call - blinking red LED. Caller ID for Call1 is not displayed for the incoming or outbound or for calls held on the phone. The List view is displayed only when the target has multiple calls on hold. Here, the the number of calls (CallN) is displayed on the phone screen. Caller ID for Call1 is displayed on the navigation list for any interaction with calls that have Caller ID enabled.	When the target extension is ringing: Incoming call - blinking green LED. No Caller ID is displayed on the main phone screen. Press the blinking programmed extension monitor button to intercept the call (whether idle or on an active call). Note: The monitored call is not answered if the user only lifts the phone handset.
Never	Target extension answers (user monitoring the extension observes): LED is lit up in steady red (call is answered by the target extension). No Caller ID is displayed on the main phone screen. Press the solid red programmed extension monitor button for the first time to view the Caller ID (with whom the target extension is connected) as Call 1 on the main phone screen. Press the Cancel softkey to clear the displayed Caller ID from the main phone screen.	Target extension answers (user monitoring the extension observes): LED is lit up in steady red(call is answered by the target extension). No Caller ID (with whom the target extension is connected) is displayed on the main phone screen. Press the programmed extension monitor button at this time to perform the Dial Number operation to target extension (default configuration).	Target extension answers (user monitoring the extension observes): LED is lit up in steady red(call is answered by the target extension). No Caller ID (with whom the target extension is connected) is displayed on the main phone screen. Press the programmed extension monitor button at this time to perform the Dial Number operation to target extension (default configuration).	Target extension answers (user monitoring the extension observes): LED is lit up in steady red is observed (call is answered by the target extension). No Caller ID information is displayed on the main screen or in the Button label field.
Never	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red (call is answered by the extension monitor user.) The actual Caller ID is displayed on the extension monitor user’s main phone screen.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red(call is answered by the extension monitor user). The actual Caller ID is not displayed on the extension monitor user’s main phone.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady red(call is answered by the extension monitor user). The actual Caller ID is not displayed on the extension monitor user’s main phone.	Extension monitor user answers (extension monitor user intercepts the call to the target extension): LED is lit up in steady green (call is answered by the extension monitor user.) The actual Caller ID is displayed on the extension monitor user’s main phone screen.

Monitoring - Outbound Calls from Target Extension