Make sure that in the
Feature Access Code Assignment form that you have an entry for "ACD Silent Monitor". In my system it's *10.
In your
Class of Service Options Assignment Form make sure in the Class of Service for your ACD Supervisor (or whomever is monitoring) the following Class of Services are set:
ACD Silent Monitor Allowed - Yes
Also in your
Class of Service Options Assignment Form make sure in the Class of Service for your ACD Agent (or whomever is
being monitored) the following Class of Services are set:
ACD Silent Monitor Accept - Y
ACD Silent Monitor Notification - N (Unless you want the agents to know Big Brother is listening.
Of course you have different COS for agents than your supervisor, right?
Let me know if you have any problems.