# Genesys Quality Management Suite 8.1.520 : General Configuration and Enabling Live Screen Monitoring

## General Configuration

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The Live Monitoring configuration tab appears after at least one successful execution.
Run Live Monitoring by clicking the Live Monitoring tab on the main page:

More info about Live Monitoring usage can be found here Executing Live Monitoring.

To configure the Live Monitoring general parameters, log in to Call Recording with administrator privileges. Navigate to Settings > Extras > LiveMON.

The following options are available:

Filter displayed calls: Enables the selection of what type of calls are displayed. The options are as follows:

- Show all (default): All calls registered by Call Recording Core are displayed, regardless of whether they are being recorded or not.
- Recorded calls only: Displays only the calls that are actually being recorded.
- Recorded and prerecorded calls: Displays all the calls that are either being recorded or that are being prerecorded and may be saved.

Truncate SIP domain: If enabled, SIP extension numbers are displayed without an SIP domain suffix. Disable this to see full SIP addresses (this may be useful for debugging purposes).

Enable NAT traversal: Limits the number of ports used for communication with Recording Core. See details and recommended firewall settings in the chapter below.

Disable Record status (Replay server mode): Disables displaying of call status icons and associated actions. This is useful when Live Monitoring runs on the replay server. The replay server does not record calls, so the status icon would report that no calls are being recorded. It may confuse users and thus it is recommended to hide the record status in this case.

Enable columns customization: Enable users to choose which columns are displayed in Live Monitoring. The columns are defined by the administrator for both recorded call view and for Live Monitoring. Users can adjust the view in the User Setup > Column Setup panel.

Enable external data customization: Enables displaying and modification of customized External data fields. The procedure of creating customized external data is described in the following section.

## Enabling Live Screen Monitoring

Live Screen Monitoring is disabled by default, so even when the feature is available in your license, you still need to enable the feature in configuration in order to use it. This is because Live Screen Monitoring creates an additional load on resources so the administrator must first consider the impact of using it.

The following two steps need to be taken in order to enable the feature:

### Enabling the Live Streaming Feature in Screen Capture

This option enables live streaming in the Screen Capture Uploader. The live stream is provided directly to the Live Monitoring console if a user requests to watch an agent's desktop.

1. Navigate to Settings > Configuration > ScreenREC > ScreenREC Uploader
2. Under the Uploader Settings check the Enable live stream option.

### Enabling the Generation of Thumbnails

This will enable the generation of thumbnails on Screen Capture Client. Please note that once this is enabled all Screen Capture Clients start to create thumbnails and provide them to Screen Capture Uploader regardless of whether any user of Live Monitoring is actively watching.

1. Navigate to Settings > Configuration > ScreenREC
2. Under the Thumbnail Recording Specifications check the Enable thumbnails option
3. Optionally tune the other options. Please refer to the chapter Configuring Screen Capture in the Call Recording Settings for details