Listen to Live Calls Introduction
Version 1.2
Use Live Monitor to monitor and listen to live calls from your Uniphore recording system. If you have Live Monitor permissions, go to the Conversations service and click Live Monitor at the top.
This topic details how to use Live Monitor to listen to an agent, monitor a team, search for previous calls, and more.
If you want to find and replay historic (stored) calls, switch to Search and Replay – click Recorded at the top. For full details on Search and Replay, click here.
New in this Article:
Version 1.1 of this article has the following general updates:
The FAQs section below has been added to provide quick, actionable answers to common questions.
Various sections have been edited to enhance clarity, usability, and consistency.
Version 1.2 of this article has the following general updates:
Various videos have been added to demonstrate different features and actions that can be performed in the Communication Recording Agent Live Monitor Page.
Live Monitor - FAQs
The following answers common questions about Live Monitor and provides links to further reading on each subject.
Q: How do I access Live Monitor to listen to live calls?
A: Go to the Conversations service and click Live Monitor at the top. You'll see all agents you have monitoring permissions for, with active agents highlighted when they're on live calls. Click here for more information.
Q: How do I start to listen to a live call?
A: Click the arrow to the right of an active agent to open the properties panel. The live call details will appear in the Summary tab, and you can then use the Media Player to listen to the call in real-time. Click here for more information.
Q: Can I add annotations while listening to a live call?
A: Yes. Click the arrow to the right of an active agent to open the properties panel, then click the Annotations tab and click Create, select your annotation type from the Header dropdown, enter the details in the Annotation here text box, and optionally set a time offset. The annotation will be saved to the recording for later review. Click here for more information.
Q: How do I lock a live call to prevent deletion?
A: Lock a call to prevent manual or automatic deletion of the recording. Click the arrow to the right of an active agent to open the properties panel. Then either click Lock in the Summary tab, or go to the Locks tab and click Add Lock, enter a reason for the lock, then click Add Lock to save the lock. Click here for more information.
Q: How can I view an agent's previous call history?
A: Click the arrow to the right of an agent, then click the Call Records tab to see that agent's previously captured calls. For a more detailed review of past calls, use the "Recorded" tab at the top of the screen. Click here for more information.