Live Monitoring - Nortel Quality Monitoring Quick Reference Manual

Nortel quality monitoring software: quick reference

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September 2007

Live Monitoring

Note: Live monitoring of audio and screen content is only supported when

recording is performed using a Call Recording Card (CRC). Therefore, live

monitoring is not supported unless a CRC card is integrated. In this

configuration, audio is forwarded through the user's telephone set.

You can use Nortel Quality Monitoring Client to monitor and record both the

audio portion of a call and the agent screen actions associated with the call. Live

monitoring is performed from the Active Agent Display.

Note: Live monitoring uses two ports, so only half as many sessions as your

system usually handles can occur simultaneously.

To perform live monitoring, follow these steps:

If necessary, select Active Agent Display from the Location drop-down

list at the top of the Location Type pane.

Scroll through the list of available agents using the scroll bar on the right-

hand side of the Client Explorer window.

Do one of the following:

Select Monitor > Live Monitor.

Right-click the agent you want to monitor, and select Live Monitor on

the popup menu

The Monitor Option dialog box appears.

Select the Record check box if you want to record while monitoring.

Select Continue to begin monitoring.

Quick Reference Guide

Select Live Monitor on the Media Player toolbar.

Quick reference

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