Live monitoring

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

A special application called Live Player needs to be installed on a supervisor's computer. This application is designed to provide a superior audio latency (less than 200ms).

If the user has the appropriate permissions, he/she will be able to see live monitor this call button when viewing active calls. Once this button is clicked, the Live Player application should start automatically. If it doesn't start, then verify if it has been installed previously on a supervisor's computer (you can download it from here).

Live monitoring feature supports two modes, which are:

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

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

In the second case, a monitoring session is automatically restored when the monitored agent makes/receives a new call. The supervisor then initiates a live monitoring session and keeps automatically listening to the consecutive calls the particular agent is making

In order to start monitoring of the consecutive calls, the supervisor needs to select one of the agents'old calls, and then click on "Open in new window" button, then he/she will see Live monitor phone ___ link.

How it works

Live monitoring feature is built-in to MiaRec recording core. It doesn't depend on a phone system, and works with any recording method, whether it is passive or active.

The Live Player application communicates with MiaRec's recording core via RTSP protocol. If you see an error tell you that the "Server is off-line" inside the Live Player application, then verify firewall settings on the MiaRec server side.

System requirements

To live monitor calls, the following should be true:

1. The monitored calls should be assigned to agent. See Associating calls with users
2. "Monitoring seat license (as agent)" should be allocated to agent (menu Administration -> User Management -> Users)
3. In multi-tenant environment, the "Live monitoring" licenses should be allocated to a tenant account (menu Administration -> User Management -> Tenants)
4. Supervisor's role should have permission to live monitor other users's calls (menu Administration -> User Management -> Roles)
5. A firewall should not block access from supervisors' computers to MiaRec server on ports 6554 TCP and 7000-7999 UDP. See Firewall configuration
6. The Live Player application should be installed on supervisors' computers. You can download it from Download MiaRec