I need a “HUD” or whatever , that helps me with 6 callcenter supervisors to live monitor agent calls but the supervisor can be able to store text notes into the call , in the CDR also can be able to introduce text notes into recroded calls
much better if it is web based , a mist have is that supervisors can “see” un monitored live calls , and also a mark that a recordig has been listened
Fop2 will let you listen to the live calls, and or coach (whisper). It uses a GUI interface. Very slick. that is well worth the $40 it costs for anyone running asterisk, just to be able to live view trunk activity.
Call Recording in FreePBX (paid module) is like $25. Works great to be able to listen and download recordings. Haven’t seen anything recently though that would let you give notes based on the calls though.