Silent Monitoring Stopped Working

[jtbrown1111]

I have a supervisor with a non acd extension who's been able to use *36 for years to monitor calls.  She has COS 34 which allows monitoring and others who have it aren't experiencing issues.  She's using a Mitel 5212.  Now when she presses *36 she immediately gets " Not Allowed " ....   she doesn't even get the " Extension " prompt .....   

Any thoughts ?   I've tried enabling and disabling it,  resetting the phone but she still has the issue.   To not,  she actually has two extension,  one at home and one in the office,  both are doing the same thing .....

Joel

[ralph]

I'm trying to remember if that was one of the things you couldn't do on speaker phone. I'm not sure.
Has she tried picking up the handset?

Ralph

[jtbrown1111]

Thanks Ralph ....   She uses a headset on the phone,  which is the same way she's used in the past ...  I've programmed another ext in the same tenant group and it won't work there either.  It works for me,  but then I'm in a different tenant group all together ....     If that helps ...