ACD Silent Monitor problems 1

[DaleJayRock]

Hi Guys,

Just a quick question, my end user is trying to initite the ACD Silent Monitor feature which is currently assigned to *4*.

When used, we are prompted for the extension to be monitored but every extension reports "Not Allowed"

Any suggestions? I'm very new to the Mitel so any help at all is appreciated.

Thanks guys

 

[DaleJayRock]

By the way, i have checked this is allowed in the CoS that the extension has.

 

[dryaquaman]

Is the COS of the monitoring station set to have it allow to monitor?
There's a COS mark for 'allowed to be monitored' and another to 'allow to monitor'.

Dry Aquaman

http://www.university-music-on-hold.com

 

[DaleJayRock]

Hi DryAquaMan,

Thanks again for your response!

I have the following options on my COS:

ACD Silent Monitor Accept
ACD Silent Monitor Allowed
ACD Silent Monitor Notification

The extension that is doing the monitoring has ACD Silent Monitor Accept and Silent Monitor Allowed set to Yes.

I checked one of the target extensions and ACD Silent Monitor Accept was set to No. I've since changed this, and the end user will test and report back.

I think that will sort it, but i will let you know the outcome!

Thanks again.

 

[DaleJayRock]

End user reports this still not working (Not Allowed) is there anything else i need to check?

 

[mitelvet]

what device are you monitoring ? IP or analogue

 

[DaleJayRock]

Hi,

They have an ISDN30 so i assume digital!

 

[mitelvet]

What level of experience have you on the 3300! Silent monitoring for ACD is usually one internal user Ip or Digital handset monitoring an agent logged into another IP of digital handset.

In later loads of software you can now monitor on analogue devices.

So ask again what device type are you monitoring?

 

[dryaquaman]

Another thing to be reminded of is that the Agents COS may change depending on if they're logged in or not. Check the COS of both the Agent ID and the stations to be sure you know what is allowed/not allowed to be monitored when they are logged in or logged out.

Dry Aquaman

http://www.university-music-on-hold.com