Mitel 3300 - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

magatherium · October 4th, 2007

Hello,

I need help on how to setup "listen to a call without being heard" option in Mitel 3300 System. I know that Silent Monitor needs to be activated for an agent group, but don't know how to do this.

NEED HELP!!!

ToneJockey · October 16th, 2007

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.

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