This is an important feature.  One of the main advantages of ringio technology is the apply to "home source" many of the sales and technical service calls.  The ability to "listen in" on these calls would be a tremendous help.

For me...live monitoring is more useful.

Both are very important.  If you're asking the question in order to determine priorities, I would suggest live monitoring first.  Live monitoring is a useful tool for training new users as well as monitoring existing users calls.  This aids getting users up and running timely.  Call recording is necessary for training, staff review, coaching and development. 

Wow, the answer is both are equally important.  The live call monitoring does you no good if later when you try to correct the user by saying "remember when the client asked you X & you replied Y".

Many time the user will not remember the specifics of the conversation.  So, I say that recorded monitoring edges out live monitoring.

Just my opinion, whats yours?

I agree with Chris. The recorded feature should be first priority. Especially for training purposes, as a sales person will absorb more when they actually hear themselves on a recorded call.

Tim, I agree

I would add to this that Recording would be MOST important.  Remember if you have a disgruntled customer wouldn't you like to have a recording of that to either backup your CSR or uptrain to deal with that situation better.  If your only listening live then your going off hearsay.

I would say offer XX days of recordings included and perhaps an additional fee for say 1 week, 2 week ,or 1 month of recordings saved.

just an Idea.

+1 to recording over screening.  To be more specific, it's more important that an Administrator be able to set call recording up on a line or queue over the ability to initiate call recording while in a call.

I think it's simple and nicely done.  For my organization, this would be sufficient to consider the feature covered, although I would like to see it improved over time.  As for your open idea about where to put it in the Ringio Admin page, I'd make a strong case for it to be in the Users section, for reasons outlined below, with master controls right below the list of users (or right above, considering how little space they take up). 

Questions/comments I had while looking at it:

I'm curious about: Will there be a shelf life to recordings?  If I decide to unsubscribe from Call Recording, I understand losing access.  But will everything be deleted?  Will recordings be deleted after 30 days (for example) anyway? 

I'm curious about: Can I download the files or do I have to find them in the interface and listen to them through your controls? 

I'd want to see this upgraded: As a manager, I want call recording to evaluate how effective my employees are over the phone, not just to judge how one account or person is handled.  If I just want to hear the 10 last recordings for an employee, I don't want to first figure out who they spoke to and then delve into the recording.  I want a list of recordings.  I envision a screen that simply lists all recordings by users, sortable by date, time, queue, and call length, and maybe even allows me to play the recording from there.  This might live in a Reports interface I would also love to see.

I'd want to see this upgraded: Recording every single call or leaving it up to the users to record calls is very black and white.  For some users, I would want to record every call.  For others, I would want to give them the option.  While this last use case wouldn't apply to me, there could be users for whom I would never, ever want them recording a call (maybe a legal department?).  In my mind this is a user-focused approach rather than an organization approach. 

For the upcoming version, you could have a checkbox for each user controlled by a master box, and leave it disabled from changing in the UI (or completely hidden/not created) for each user. That way you build the framework to support the feature but can leave it for more testing.

It's also unclear at the moment if a flat fee per month for recording would cover unlimited recordings or some subset.  By enabling it per user, you could just tack on additional dollars per seat. 

I'd want to see this upgraded: Recording by queue.  The use case by user is great for my part time employees who only work in support.  But if a support call comes in and the person manning the phone is out, I want to route the call to an "emergency" number.  Because it's still a support call, I want it recorded, regardless of whether or not call recording for that user's account is enabled.  The other exception case here is for users where I am not allowing them to record calls (that edge case).  Either a series of checks could be run (which is probably not simple) or a note could be appended saying "if a user is explicitly denied recording, his calls won't be recorded regardless of other settings." 

I'd want to see this upgraded: On an account with mandatory call recording, give the option per user to hide the button entirely.  I realize the point of the feature is to be "big brother" but from a legal standpoint (I'm not a lawyer, this is just my understanding) as long as the automated message says the call might be recorded and we as the organization who implemented it knows that the call is recording, that's 2 party acknowledgement.  From a scare tactics approach, I think it's more ominous to say you might record every call, versus the agent knowing I'm recording it and also realizing I don't have time to listen to every call they make.

Awesome! 

For me, I want the Administrator to control which calls get recorded (which I assume is the Mandatory option in the mock up).  And we need something like most call centers use...an intro message that says "This call may be recorded for training purposes" that will play on every call.  Also, by user, I want the ability to go back and listen to their calls.  At times, they may even draw my attention to a certain call so I can listen and try to figure out the caller's issue.