Nortel BCM 3.7, Manual

Page: 590 / 1004

590 Monitoring Hunt groups
N0008589 3.3
Using Silent Monitor
You can set up a number of two-line telephones on your system to use as supervisory telephones to
monitor active hunt group calls from external numbers.
Only telephones that have been designated as monitoring devices have access to the
FEATURE *550 code, which activates the monitoring session. Once the session is established, a
number of display key prompts allows the supervisor to silently monitor the call, or break into the
call to provide support or instruction. Refer to
“Defining device capabilities” on page 417 for
information about designating two-line display telephones as supervisor telephones.
Refer to the Telephony Features Handbook for a detailed description of the monitoring process
and the display prompts.
Monitoring with IP telephones: On calls over an VoIP trunk, where both the Hunt group call and
the monitoring call are from IP telephones (full IP domain calls), the agent will hear a click when
supervisor starts and ends monitor session.
!
Security Note: Change the password regularly.