The Silent/Tone Monitoring PIN feature is built upon the the ACD Silent/Tone Monitoring feature and the PIN (Personal Identification Number) feature.

It is an optional security enhancement for the ACD Silent/Tone Monitoring feature which requires the user to enter a valid password before activating Silent/Tone Monitoring. The password used will be a local or network PIN number. COPINs 1-4 and the ID card PIN are valid as long as the home station of the PIN possesses the "can activate silent/tone monitoring" attribute. If the PIN's associated home station number is not configured with this monitoring authorization, the monitoring activation request is denied.

When the switch is configured for the network PIN mode of operation, the connection between the local switch and the remote switch where the home station of the PIN may be located, must be CorNet-NQ end to end.

If the PIN was required for monitoring activation, it will be deactivated when monitoring ends (the only exception is the ID card PIN which will remain active even after monitoring ends.) If, however, the PIN was not required for monitoring activation, PIN deactivation occurs only for short PIN.

It is also possible to silent monitor all agents using an application which will record all calls. When an agent is not on the phone but is monitored, the supervisor normally hears "please hold the line" every 4 seconds. This means that a record of 8 hours will contain a lot useless information. Using a parameter in AMO ZANDE it is possible to suppress this message and the application stops recording when there is no line activity for 6 seconds.

It is also possible to monitor a consultation call. This feature is called "Extended Silent Monitoring/Tone Monitoring".