It is SPAN-based architecture.
Regular Desktop Work Flow Administrator
uncheck notification messages to perform silent monitoring and recording:
Silent monitoring
Agent is taking a call:
Click the agent:
Afterwards, Start Voice Monitor is enabled , click to monitor
Silent Recording
CAD is talking:
Go to CSD, select the agent in Agents Panel, then click “Inbound”:
Click “Start Record”
Click “Stop Record”
Choose “Tools” then “Recorded Files” to “Supervisor Record Viewer”
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