Silent Monitor - non-ACD system

[lukeskinner]

Hi all

First time poster here - we have a Mitel 3300 system which I'm looking after.

BT installed the system and haven't been able to help with the above.  Apparently, having someone monitor a call, is only possible on an ACD setup, which is not what we have.

Google brings up a few results which seem to suggest this isn't the case, and there should be a way we can listen in to calls for training purposes on normal IP phone extensions.

Does anyone know if this is possible, and if so would you point me in the right directions for setting it up, using the feature, etc, please?

Many thanks
Luke

[ghost]

You do not need ACD

1. Make sure the set to be monitored has a cos that allows it to be monitored

2. Make sure the set monitoring has a cos that allows it to monitor other extensions

3. Make sure the silent monitor feature access code has a code assigned

I think there was 3 cos options relation monitoring, all self explanatory

Then just dial the monitoring feature access code and then enter the extension number to be monitored

I do recall they do need to be on the same controller if you are running a cluster

Sent from my C6603 using Tapatalk

[x-man]

Yes, its possible. Do you have access to the help files on the system as they are very good.

You will have to change the class of service for the sets probably. To allow Silent Monitoring, enable ACD Silent Monitoring - Allowed in the supervisor's Class of Service and enable COS option ACD Silent Monitoring - Accept for the agents or at least one member of the hunt group.

1) Monitoring Individual ACD Agents or Non-ACD Sets
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone,  5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320/5320e IP Phone, 5324 IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:

To use silent monitor on an individual ACD agent or non-ACD set:

Lift the handset.

Dial the Silent Monitor feature access code followed by agent's ID or the directory number of the non-ACD set.

SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone

To use silent monitor on an individual agent:

Press ACD.

Press Monitor.

Dial the agent's directory number or the directory number of the non-ACD set.

Press Enter.

Feature code will be whatever is set in your feature code list.

[ralph]

Yes, it's possible.
Create 2 new COS.
One you need to set to allow to monitor and the other you'll set to allow to be monitored.
Assign the appropriate COSs to the phones.
In the feature Codes form create a code for monitoring.

To use: dial the code and extension to monitor.

Ralph

[lukeskinner]

Thanks for your help all and sorry it's taken me so long to come back and say so!