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Even better, now all the options to the left are gone. I rebooted software - didnt work - and now the unified manager and all doesn't work. All lights on BCM are flashing except top 2 and bottom 2. I did a hard reset - same problem. Is this a HDD error? Do I have to start from scratch again?

So this morning I called my work ##, but instead of the normal recordings, it has a generic "enter extension" message. What gives? It was working the other day, nobody else makes any changes, and I didn't mess with anything

goodsforu, That is exactly what I attempted to accomplish first. I don't care about the rest of the Call Center Features, but I needed to silent monitor for QA reasons. I could not find a way except with Call Center. Dewey shed light on it in the above posts.

Crap. :( I bet they want another arm and a kidney for another couple agents.

Supposedly Professional allows 80 active agents. My screenshot clearly shows Professional... Hmmm...

I have at least 20. I needed 20 (+ 2 sups - I didn't know the suprs would need to be logged in when i made original post) ;)

So now when a bunch of agents log in, it says Agents full... do I need to create another Skillset then? or can I increase the limit?

Yeah I am going to tackle RCC later this week. I have been reading the documents. I have also read it's a real PITA. I'll probably have questions... its running, I can get to it from localhost/rcc...but it doesn't connect to anything... still need to read more :)

Ok, so I'v been playing around with settings and still cannot find a solution for my question. Can I force everyone to be logged into a skillset to place outbound calls? If they "foget" to login or something, silent monitoring obviously won't work.. but if they can't make calls without being...

Oh its no problem. I just figured RCC runs off skillsets and if the skillset is set, it works. I don't even really care about RCC yet. I am going to learn all about this now that I understand a lot more how it works. Thank you a ton, Dewey :)

I suppose this will make RCC work now, too, eh?

Ahh.... observ button... wasn't working properly first time - tried again and it worked. thanks!

Ok. I think I am real close. I can see what the agent is doing on the screen but can't hear them in the headset...

Oh. I think that means I need a better phone. When on the other phone I log in but it says "Not Logged In" when I try to fnc 905

Ok, so I am a supervisor and I am logged into the system. Another non-supervisor is logged into the same skillset. I am attempting to use fnc 905 to monitor the other line, but it says "need 2-line set" I am not seeing anything in the manual about this... silent monitoring starts on page 186.

Ahhh... I see. Ok. Thanks. I successfully logged into skillset 1. Now there is an arrow at the top line of my phone.

here is my agent list: and when i click "Agents" on the skillset...

Thanks for all your help. I use 4 digit DN's... When I log in as a user FN 904 - 1 - <pwd> it logs me in, shows the name, then goes to "Exit". I am having trouble assigning to a skillset because when I go to the agents part of the skillset menu, it shows nothing..

Oh, I suppose I should mention it is a BCM 400 with Call Center Professional

Would someone be willing to spend a few minutes on the phone and remote access to my computer to help me setup skillsets? I just am not sure all the terminology and the theory behind them. I have the manuals but I am not sure I am doing it right because I think it was already setup a different...