Live monitor calls
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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:
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 latest web browser (Chrome, Firefox, Edge, Safari) with a support of WebRTC

Monitor a single call

To start monitor a single call in real-time:
  1. 1.
    On the Recordings page, locate the call that is currently in progress.
  2. 2.
    Click it to view the recording details.
  3. 3.
    Click the More details button to switch to an advanced media player view.
4. When you’re ready to start live monitoring, click the Start Live Monitoring button. MiaRec will instantly load and playback a call recording in real-time. To hang up a monitoring call, click Stop Live Monitoring.
If you do not want MiaRec to generate visual audio waveforms, click Animation to toggle the visibility of a waveform.

Monitor consecutive calls

To monitor consecutive calls of a particular user:
  1. 1.
    Filter call recordings associated with a specific user, whose call recordings you want to monitor. You may use the Search a User search field at the top of the list.
2. Click any call of this user in the list to view the recording details.
3. Click the user name to view more details of all call recordings assigned to this user.
4. From here, click Start continuous monitoring to monitor all calls of this user. Note, clicking Monitor this call will monitor only the active call.
If the user has multiple active calls at the same time, MiaRec will always switch to the most recent one.