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180 Chapter 14 Monitoring Call Center call activity
P0605665 03
Setting up Silent Monitor on your system
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.
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 in Unified Manager 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.