Call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are permitted in your environment. Illegal listening to phone calls is a severe crime, and system administrators must be aware of this.
Many call center features are available only if extensions have been given permission to use them. These settings are controlled by the domain administrator and are located in the user’s Permissions tab.
In order to use call center star codes, you will need to assign a permission group policy for ACD group. You can find that information here: ACD Groups.