How to Configure Call Monitoring for Live Calls

There are two basic steps:

  1. Create accounts for users.
  2. Add the phone service to IP phones.

Create Accounts in CallReplay

  1. Click System > Users and create a department for end users and/or supervisor(s) who will be monitoring phone calls.
  2. Click System > Users > Roles and create a role for the supervisor(s) who will be monitoring phone calls.
  3. 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.
  4. Click the Phones tab, enter the MAC address and IP address or extension of the phone for the particular account.   
  5. 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

  1. Click Capture > PBX or Recording > PBX and click the Forked Recording button next to one of the CUCM line items.
  2. Click Next through the wizard until presented with the list of phones.
  3. Add the required end user or supervisor phones to the right side of the menu.
  4. 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. 
  5. Click Next.
  6. When the wizard finishes, click Close.

Use Monitoring Service on IP Phone

  1. Place test call.
  2. On the supervisor’s phone, press the Services button.
  3. Select Call Replay / Call Recorder.
  4. Select Monitoring.
  5. Select Other and enter the extension of the supervisor’s phone.
  6. Enter the PIN created in Step 3 of the Create Accounts section.
  7. Enter the extension of the phone that is to be monitored.
  8. Press Start.