Agent Silent Monitoring

[lullar]

Hi, It is BCM 400, System version 4.0.2.03 with update patches.It is a Call center. I am trying to use silent monitoring feature..

I am following the document for silent monitoring as follows
(all config. has been made according to document)

From two line display set (T7316 skill set)FEATURE *550
Enter the Silent Monitor password. (Default: SILENT (xxxxxx))
The DN of the agent (extensions to be monitored)

When supervisor tries to monitor the Agent (Extension) it shows IDLE on telephone LCD however agent is busy on the call...

Any help in this??

 

[SupportDude]

You're using the wrong feature code.
That feature code is for Silent Monitor of a Hunt Group, not a Call Center Skillset.

Access the documentation on your BCM and review the Contact Center Supervisor guide.
Be sure to follow the instructions and configure the Monitor feature code (F905)on a button.

-SD-

http://www.mysupportguy.net