Real-Time Monitor
The Real-Time Monitor (RTM) feature in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. allows you to monitor employee calls and screens in real time. The Integration Service provides information to the Agent Event Service (MAS) component about employee states and calls, which can then be viewed in the Enterprise Manager to be monitored live. It also starts and stops streaming by communicating with the Recorder.
RTM limitation for TDM calls
In a TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. environment, real-time monitor streaming is only supported when the voice cards are configured with G.711 format.
To avoid having G.711 recordings use excessive space on the Calls drive, set the post-recording compression option for G.723 or G.729. You can set the compression in Recorder Manager under General Setup > Compression.
Secure RTP (Real-time Transport Protocol)
This release supports secure RTP (SRTP) between the Recorder and certain applications.
For real-time monitoring, Cisco phones in secure mode send encrypted RTP to the recorder. The recorder decrypts the encrypted RTP, then (optionally) re-encrypts the audio using its own encryption mechanism before sending it to RTM. Playback decrypts this audio before playing.
For Playback, the corresponding release must be installed on the desktop. If the desktop client installation is not updated with the same software update, disable the Recorder encryption mechanism. Turn off the EncryptAudioOnRTMInterface setting in IPCaptureConfig.xml.
For Analytics, the Recorder decrypts the encrypted RTP before sending it along. (The native encryption provided by the Recorder for RTM does not apply to audio sent to the Real Time Analytics client, nor to the TPS client.)
Limitation
Real-Time Monitoring may not work if the web socket port for secure or non-secure connections is changed. The default port for secure connections is 29424. The default port for non secure connections is 29423.