Silent monitoring for contact centers
Verba Recording System provides silent monitoring capabilities seamlessly for contact center supervisors or for other administrators. Depending on the privilege settings, users can can list the ongoing calls and activate the silent monitoring function, directly from the web based user interface.
Low latency monitoring
The silent monitoring feature is available as a standard, built-in function on all types of recording platforms. It does not require any special devices, licenses or additional resources from the communication platform, because it is 100% based on our recording technology. The advanced monitoring architectures provides a robust solution with extremely low latency during the monitoring.
Cisco silent monitoring
In Cisco Unified Communications Manager environments, Verba Recording System has a special silent monitoring module, which allows to provide silent monitoring functionality without call recording. This allows organizations to implement silent monitoring in a very cost effective way. This special Cisco-specific silent monitoring service is based on the RTP forking technology, introduced in CUCM 6.0.