In AMETHYST 1.6 and newer you can see all the agents being recorded listed under 'View Agents'. Only the agents your Supervisor login has access to will have the option for live listen. They will have the user name as a blue link on which you can click to do the live listen. If no user name is associated with the recording, then you will have no link.
With the Mitel PABX we can get the user names from the Mitel phone book. Please add all your user names, see forum post: I use a Mitel and I don't get usernames next to recordings
NOTE: if you have no user name configured for the recorded device (extension), but you are running AMTClient it will provide the user name. It gets the users name from the Windows login where AMTClient is running or you can configure the user name under 'Configure Virtual Extensions' or 'Configure CTI Devices' in AMETHYST webadmin. The Supervisor doing live listen must have access to this user name.
Only agents the Supervisor have access to and is currently on a call will have the option to click on the user name (name in blue). To see only agents currently being recorded, click on the icon in the top left-hand side:
If the user names is not in blue, then the Supervisor does not have 'Unrestricted' access.
CONCLUDE:
- You do not need AMTClient to do live listen,
- you need a user name for the recording(link to click on for live listen is the user name) and
- the Supervisor must have access to the user name(only if the Supervisor has access to the user name will it have the link option in blue, else it will just be displayed in grey - provided that the recording has a user name ).
- the Supervisor must have 'Unrestricted' access.
This is configured in AMETHYST webadmin under 'Configure Supervisor'. For the access to take affect, log out of Supervisor and in again.