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BCM400 Silent Monitor

Posted on 2013-01-14
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Last Modified: 2013-01-22
Hi Experts,

I am trying to setup a silent monitor on my BCM400 for a sales manager. here's what i did so far:

1- add capability "Silent monitor supervisor" to the managers DN.
2- setup the silent monitor password.
3- add the employee DN to a hunt group( i have not added any lines to the hunt group as this group is not receiving calls but only making external calls).

Once this was done, i was able to use Feature *550 on the managers phone and was able to enter the employee's extension at the observe prompt. The problem is even if the employee is on a call and the manager tries to obbserve, we do not hear anything and the display shows:  302:Idle

Anyone can help me out here?

thank you.
Andre.
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Question by:aarcand
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agonza07 earned 500 total points
ID: 38776584
Doesnt look like you can do this without making it a huntgroup or call center, and only looks to work on outbound calls if you have it set up as a call center.

Pg227.

http://www.nortel-service.com/tdocs/BCM/BCM400/prog/bcm4_0devconfg.pdf

BCM 4.0 Device Configuration Guide
Supervisor telephone for silent monitoring
The silent monitoring feature enables specified two-line display telephones to be used to monitor
Hunt group and Contact Center operators. You can specify whether the system sounds a tone
before breaking into a call or whether the break-in is silent. Display prompts on the supervisor
telephone allows the supervisor to unmute or move from user to user.

Pg. 236

DN: Idle Silent monitor: The current call on the telephone you are monitoring is either not a Hunt Group call, or the call came in on a line key on that telephone. Note: Lines that are assigned to the hunt group must not be assigned to individual hunt group
members.


Check out this link too for more info.

http://www.tek-tips.com/viewthread.cfm?qid=1420039
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