Silent Monitor secondary line

[mhumphries]

we have about 30 users that all have multiple line appearances on their phones for the purpose of both recieving and dialing second, third, fourth calls.  Currently Silent monitoring works  great on the primary line, however the secondary lines are not able to be monitored.  is there a way to hear second, or third calls?

[ralph]

I believe you have to upgrade to the latest software to be able to monitor non-prime lines.

Ralph

[sarond]

As per the Mitel Help Files

The target DN of a Silent Monitor must be the prime line on a device that is capable of being monitored

[ralph]

Ah, yes.
this is what I was thinking of.

A Group Monitor cannot monitor the non-prime line of a group member unless the member has "ACD Silent Monitor Accept Monitoring Non-Prime Lines" enabled in their COS. (The member's prime line must also belong to the group to be monitored on any line.) If the agent changes lines, the monitor ends and system attempts to find another group member to monitor. If the agent is the only one in the group on a call, then the group monitor will start a monitor on the agent's newly selected line appearance.

Ralph

[mhumphries]

What if the Member is not an ACD enable set?  does this still apply?

[sarond]

Ralph now I feel the Help Files contradict itself.

First it states

The target DN of a Silent Monitor must be the prime line on a device that is capable of being monitored

Then

ACD Silent Monitor Accept Monitoring Non-Prime Line - enable in agent COS to allow non-prime lines on the agent's phone to be silent monitored.

As you said this may have been introduced but not sure which release.

mhumphries,
I would change the COS ACD Silent Monitor Accept Monitoring Non-Prime Line as mentioned and see how you go.
It shouldn't matter if they are ACD enabled or not.

[mhumphries]

i have this now set and will test it.  i will let you all know the results

[mhumphries]

everything is working great now.   thanks for all of the help