How to Configure Call Monitoring for Live Calls
There are two basic steps:
- Create accounts for users.
- Add the phone service to IP phones.
Create Accounts in CallReplay
- Click System > Users and create a department for end users and/or supervisor(s) who will be monitoring phone calls.
- Click System > Users > Roles and create a role for the supervisor(s) who will be monitoring phone calls.
- Click System > Users and create user accounts with PINs for the end users and/or supervisor(s) in the department. The pin is used when playing calls and monitoring calls from the IP phone.
- Click the Phones tab, enter the MAC address and IP address or extension of the phone for the particular account.
- Click the Permissions tab and
- assign the end users to the agent role
- supervisor(s) to the role created in step 2
Add Phone Service to Phones
- Click Capture > PBX or Recording > PBX and click the Forked Recording button next to one of the CUCM line items.
- Click Next through the wizard until presented with the list of phones.
- Add the required end user or supervisor phones to the right side of the menu.
- Do one of the following:
- If using Forked Recording, click Next.
- If using SPAN recording, uncheck the Recording box for each phone.
Note: Leave the Service box checked. - Click Next.
- When the wizard finishes, click Close.
Use Monitoring Service on IP Phone
- Place test call.
- On the supervisor’s phone, press the Services button.
- Select Call Replay / Call Recorder.
- Select Monitoring.
- Select Other and enter the extension of the supervisor’s phone.
- Enter the PIN created in Step 3 of the Create Accounts section.
- Enter the extension of the phone that is to be monitored.
- Press Start.