Live monitor calls (before May 2022)

Info

This articles describes the old version of Live Monitoring that was available before May 2022.

Overview

The live monitoring feature allows the authorized users (supervisors) to listen to active calls in real-time. This feature helps improve customer service, train new employees, and escalate problems as soon as possible.

Live monitoring is built-in to the MiaRec recording core. It doesn't depend on a phone system, and works with any recording method, whether it is passive (port-spanning) or active one (integration with PBX).

The feature supports two modes:

• Monitoring of a single call
• Monitoring of consecutive calls of a particular user

In the first case, a monitoring session automatically ends when the call completes.

In the second case, a monitoring session is automatically restored when the monitored user makes/receives a new call. A supervisor simply initiates a live monitoring session once and keeps listening to the consecutive calls of a certain user without having to return to the active call screen.

Prerequisites

• The monitored calls should be assigned to the user.
• The "Live monitoring" license should be allocated to the user (menu Administration > User Management > Users).
• In multi-tenant environment, the "Live monitoring" licenses should be allocated to a tenant account (menu Administration > User Management > Tenants)
• A supervisor's role should have the permission to live monitor other users's calls (menu Administration > User Management > Roles)
• The Live Player application should be installed on the supervisors' computers. To get the player, please contact your MiaRec representative.

Monitor a single call

To start monitor a single call in real-time, open the call details of the call that is in-progress, and click the Live monitor this call button.

The Live Player application should pop-up allowing you to listen to the call in-progress.

Monitor consecutive calls

To start monitoring of consecutive calls, the supervisor needs to select one of the user's old calls, and then click the Open in new window button.

From here, the supervisor can live monitor one of the consecutive calls by clicking the Live monitor the phone ... link.