ACD Silent Monitor indicates call engaged instead of playing live call

[tsame]

Hello. I am administering a Mitel 3300 ICP. I have setup the ACD Silent Monitor feature on several IP phones, which allows the supervisors to listen to their call center agents' conversations. It has been working well for some time until recently. When a supervisor selects the silent monitor key and enters the extension of an agent who is in a call, the engaged tone plays. This issue occurs on all IP phones configured for silent monitoring. What could be the cause of the engaged tone playing and not the live call? Below are the current settings of silent monitoring as they appear in the Class of Service form:

ACD Silent Monitor Accept Yes

ACD Silent Monitor Accept Monitoring Non-Prime Lines No

ACD Silent Monitor Allowed Yes

ACD Silent Monitor Notification No

 

[Billz66]

Pabx type ?

silent monitoring is a form of conference call so it may be that there are no DSP resources available

can you do normal conference calls between the phones ?

system reset will probably fix it

If I never did anything I'd never done before , I'd never do anything.....

 

[kwbMitel]

Some forms of call recording use the secondary path to the phone, do you have call recording?

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What's most important is that you realise ... There is no spoon.

 

[tsame]

Normal conference calls work and there is no call recording. Strange thing is that the silent monitoring is working now, even though I did not make any changes :/