Live monitoring & instant replay

‘Live acquire’ allows authorised users to listen to calls from a specific extension or terminal as they are recorded. Live acquire is useful in real-time monitoring and escalation; it enables authorised users to hear what is being said and have a more complete perspective of an event as it happens. This section of our software also provides access to instant replay of a call handler’s recent conversations. Call handlers themselves have instant access to their most recent conversations via our Web-based software, as below:

Call annotation

Users can add two separate text fields to a call database at any time. Text fields can be from 1-12 characters or 256 characters.

The standard 12-character field is usually for incident number or any other unique reference to that incident or call. Any supplementary information added to a call can then be used later as search criteria to retrieve the call or incident. Here’s an example: