Setting Up Silent Monitor On Your System - Nortel Call Center Set Up And Operation Manual

186 Chapter 14 Monitoring Call Center call activity

Setting up Silent Monitor on your system

For monitoring to be silent, you must set up Silent Monitor on your system. If you are not familiar
with this procedure, ask your system administrator to set up Silent Monitor.
To set up Silent Monitor on Business Communications Manager
Note: If you are using a BCM50 system, please refer to BCM50 Device Configuration
Guide to set up Silent Monitor.
For monitoring to be silent, you must have Silent Monitor set up in Unified Manager. To do this,
you must be familiar with using the Business Communication Manager Unified Manager. If you
do not have access to the Unified Manager, ask your system administrator to set up Silent Monitor.
1 In Unified Manager, click the Services, Telephony Services and General Settings keys.
2
Click the Silent Monitor heading.
3
From the Monitoring Mode list box, select Silent.
4
Press your keyboard's Tab key to save your changes.
5 Log off Unified Manager.
Note: If the Silent Monitor setting is set to non-silent there is a conference tone at the
start of calls that you monitor, therefore monitoring isn't silent.
Note: In the UK the default for Silent Monitor is non-silent. In North America the default
is silent.
To set up Silent Monitor on CallPilot
For monitoring to be silent, you must set up Silent Monitor on your CallPilot system through
telephone administration. If you do not have access to telephone administration, ask your system
administrator to set up Silent Monitor.
Under Featr settings press ≠.
1
The display shows Backgrnd Music: N.
Press ' until the display shows Silent Monitor:Y.
2
Press CHANGE to select Y or N.
3
Press ® to exit, or ' to continue programming.
4
Refer to the MICS ICS 6.1 System Coordinator Guide for information about using Silent Monitor
on CallPilot 100/150.
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