Silent Monitor - Not Allowed

[cpres]

I am trying to determine why when I try and use Silent Monitor or a particular extension I get 'Not Allowed'.  I am able to use the Agent ID for these same agents and it will monitor the calls (or get Waiting if they are not on the phone).

I have the following settings enabled on the Class of Service

ACD Silent Monitor Accept - Yes
ACD Silent Monitor Accept Monitoring Non-Prime Lines - Yes
ACD Silent Monitor Allowed - Yes
ACD Silent Monitor Notification - No

Any assistance would be appreciated.

Thank you.

[ralph]

Take a look at the help files regarding silent monitoring.
There are certain conditions where it will not work.  Those will be spelled out.

Also, be sure you're not trying to monitor a non-prime line and that you have the right COS assigned to the device and agent ID.

Ralph

[sarond]

Are those COS options the same for,

• phone performing the silent monitor
• phone being monitored
• agent id being moitored

[petr.necas]

What SW load do you have installed? I was experiencing some issues with Silent Monitor until I upgraded to at least 7.0 SP1, I think.

[cpres]

Software Version:  MiVoice 7.0 SP1 PR1

Are those COS options the same for,
phone performing the silent monitor
phone being monitored
agent id being monitored

No each one is different.

The phone performing the silent monitor is set to COS 3, the phone (extension) being monitored is set to COS 18, and the Agent ID is set to COS 2. 

One change I did make prior to posting was enabling ACD Silent Monitor Accept Monitoring Non-Prime Lines, however it didn't work.  As of this morning I just checked and now I am able to monitor the extension.  This happen about a week ago when I made a similar change and it didn't work until the next morning.  Then a few days later it failed.

[cpres]

Just a bit of additional info

I went through and determined that either the Agent ID or the Extension can only be monitored for each phone.  One will show Waiting and the other will show Not Allowed.

Not sure if this matters, but the COS for the Agent ID does not have the option "ACD Silent Monitor Accept Monitoring Non-Prime Lines" enabled.

[ralph]

Not sure if this matters, but the COS for the Agent ID does not have the option "ACD Silent Monitor Accept Monitoring Non-Prime Lines" enabled.

quick test: enable option and retest.  It won't hurt or disrupt anything.

Ralph