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Chapter 26 Using telephones for special features 227
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.
Setting up Silent Monitoring
The following path indicates where to set up silent monitoring parameters in Element Manager:
• Element Manager: Configuration > Telephony > Global Settings > Advanced Feature
Settings
Assigning a supervisor telephone
A maximum of 30 two-line display telephones can be configured as supervisor telephones for
monitoring. This feature can be assigned in Element Manager under Configuration > Telephony
> Sets > Active Sets > Capabilities and Preferences > Capabilities. Refer to “Monitoring
external hunt group calls” on page 107.
Hospitality services telephones
This feature enables small to medium service facilities to provide customer telephone service, as
well as administration services, through a telephone interface.
Programming: Besides the general line and telephone programming required for individual group
members, “Configuring Hospitality services” on page 109 explains the feature in detail.
Also refer to the Hospitality Features Card.
Setting up a central answering position
For incoming calls, you can have a central answering position, or you can specify target lines to
one or more telephones to receive directed calling.
If you are using the central answering position to answer all calls, or to monitor incoming calls,
you may need the extended capabilities of a T24 Key Indicator Module (KIM) for digital phones
or a Key Expansion Module (KEM) for IP Phone 2002 and 2004. These telephones allow you to
expand the number of line assignments, SWCA code assignments, and Hunt group indicators.
If you do not filter incoming calls through an central answering position, you can arrange your
telephones in Hunt groups, ringing groups, or call groups that use system wide call appearance
(SWCA) assignments to share calls.
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Security Note: Change the password regularly.