I have a BCM50 with 3.0 software. The customer would like to monitor Call Center agents calls. Does the system has a feature similar to Silent Monitor that they can use?. I understand that silent monitor feature does not work for them because They have PRI lines that ring directly to Auto Attendant, and the caller has to press one to reach an agent. Thank you in advance.
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Silent Monitor
- Thread starter foneman1
- Start date
That is not true. You monitor by agent, not by line. Feature 905 gets you there and then you choose by agent number or directory.
What doesn't kill you only makes you stronger.
If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin
What doesn't kill you only makes you stronger.
If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin
- Thread starter
- #3
option11newby
Technical User
- Feb 18, 2004
- 524
Are you using a 2-line display handset (ie T7316E or similar)
NCSS, NCDS, NCTS
NCSS, NCDS, NCTS
Hello,
Supervisor telephone for silent monitoring
The silent monitoring feature enables specified two-line display telephones to be used to monitor Hunt group and Call Center operators. You can specify whether the system sounds a tone before breaking into a call, or whether the break-in is silent. Display prompts on the supervisor telephone allows the supervisor to unmute, or move from user to user.
Setting up Silent Monitoring
Security Note: Change the password regularly.
Assigning a supervisor telephone
A maximum of 30 two-line display telephones can be configured as supervisor telephones for monitoring. This feature can be assigned in Element Manager under Configuration>DN record>capabilities. Refer to Monitoring individual calls.
Monitoring individual calls
--------------------------------------------------------------------------------
Monitoring individual calls
The Silent Monitor feature can be used to monitor individual calls within a hunt group. Any two-line display telephone can be assigned as a supervisor telephone to allow this feature.
There are two places in the Element Manager where the feature is set up:
Silent Monitor settings are configured on the Global Settings panel. Refer to Silent Monitor.
Supervisor terminals are configured on the System DNs record. Refer to Capabilities and Preferences - Capabilities tab.
On the Telset, there are three places to set up this feature:
SM supervisor
SM password
DN records, capabilities
To use a silent monitor
Perform the following using a two-line display telephone designated as a supervisor telephone.
Enter FEATURE *550.
Enter the Silent Monitor password. (Default: SILENT (745368))
Enter the DN for the Hunt group member you want to monitor.
If there is an active external Hunt group call at that telephone, you are conferenced into the call. Once the session is established, a number of display key prompts allows the supervisor to silently monitor the call, or to break into the call to provide support or instruction. Refer to Common display prompts.
The display commands under the prompts allow you to use the display keys to break into the call or exit and move to another DN.
Note: Some countries require that all monitoring is preceded by a tone before monitoring begins.
Note: If an agent is on conference call, you cannot monitor the hunt group call.
Monitoring with IP telephones: On calls over an VoIP trunk, where both the Hunt group call and the monitoring call are from IP telephones (full IP domain calls), the agent hears a click when the supervisor starts and ends a monitor session.
Hope it will help you!
(Don't forget to put the sets on the same hunt group)
Supervisor telephone for silent monitoring
The silent monitoring feature enables specified two-line display telephones to be used to monitor Hunt group and Call Center operators. You can specify whether the system sounds a tone before breaking into a call, or whether the break-in is silent. Display prompts on the supervisor telephone allows the supervisor to unmute, or move from user to user.
Setting up Silent Monitoring
Security Note: Change the password regularly.
Assigning a supervisor telephone
A maximum of 30 two-line display telephones can be configured as supervisor telephones for monitoring. This feature can be assigned in Element Manager under Configuration>DN record>capabilities. Refer to Monitoring individual calls.
Monitoring individual calls
--------------------------------------------------------------------------------
Monitoring individual calls
The Silent Monitor feature can be used to monitor individual calls within a hunt group. Any two-line display telephone can be assigned as a supervisor telephone to allow this feature.
There are two places in the Element Manager where the feature is set up:
Silent Monitor settings are configured on the Global Settings panel. Refer to Silent Monitor.
Supervisor terminals are configured on the System DNs record. Refer to Capabilities and Preferences - Capabilities tab.
On the Telset, there are three places to set up this feature:
SM supervisor
SM password
DN records, capabilities
To use a silent monitor
Perform the following using a two-line display telephone designated as a supervisor telephone.
Enter FEATURE *550.
Enter the Silent Monitor password. (Default: SILENT (745368))
Enter the DN for the Hunt group member you want to monitor.
If there is an active external Hunt group call at that telephone, you are conferenced into the call. Once the session is established, a number of display key prompts allows the supervisor to silently monitor the call, or to break into the call to provide support or instruction. Refer to Common display prompts.
The display commands under the prompts allow you to use the display keys to break into the call or exit and move to another DN.
Note: Some countries require that all monitoring is preceded by a tone before monitoring begins.
Note: If an agent is on conference call, you cannot monitor the hunt group call.
Monitoring with IP telephones: On calls over an VoIP trunk, where both the Hunt group call and the monitoring call are from IP telephones (full IP domain calls), the agent hears a click when the supervisor starts and ends a monitor session.
Hope it will help you!
(Don't forget to put the sets on the same hunt group)
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