silent monitor not working.

[foneman1]

I have new BCM50 with 3.0 software that I can’t get silent monitor to work. I set up 3 users in hunt group 1, and when I press the silent monitor button from the SM supervisor phone it ask me for the password, then it ask me for the DN. After I enter the DN the system say that DN is "idle" (which is not true), and I do not hear anything. I am not sure what I am missing. Thank you all.

 

[snowman50]

Make sure you have checked the box for supervisor monitor in capabilites for the supervisor extn.

There must be an active incoming call answered by the hunt group extn to monitor it.
It only works on incoming hunt group calls

 

[foneman1]

All calls are going to the auto attendant. When the caller press 0, the calls get routed to the phones in the hunt group. The customer wants to monitor all calls to those phones, but i guess it can't be done. Thank you so much for your respond.

 

[gberger]

It should work. Any incoming calls to a hunt group should allow the monitoring. Remove the lines from the auto-attendant and assign them to the hunt group and see if the monitoring is now allowed.Let us know the result.