In call center type environments, call recording and monitoring is a vital feature for quality assurance and legal reasons. In this recipe, we will configure all the necessary aspects to get this feature working.
To configure monitoring and recording, perform the following:
First, we must create the Application user that will be responsible for monitoring and recording (User Management | Application User).
Click on Add New.
Specify a User ID.
From the Available Devices listbox, select the devices we want to monitor and record, click the down arrow, and they will appear in the Controlled Devices listbox.
Click Add User to Group.
Add the user to the following groups:
Standard CTI Allow Call Monitoring
Standard CTI Allow Call Recording
Standard CTI Enabled
Click Add Selected.
Click Save to save the application user.
Next we will create a recording profile:
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