a. Is it possible on view mode to not only hear the sound from the remote system, but also a microphone ? Considering the product to use for monitoring remote telephony users and need to hear what they hearing on their headset and saying to the client
b. Can the tool record the screen, audio and microphone ? Seem like when scheduling just does pictures not more detailed screen in addition to audio and microphone ?
a. You can use the Remote Camera mode for that. Please, be aware that in this case a warning banner is being shown on the remote screen telling the user that they are being watched/listened.
b. You can enable video-recording during a session. There's a record button/icon on the toolbar in the Full Control mode. In the Screen Recorder mode though you can only take screenshots, but you don't have to be actively connected to the remote PC for that, i.e. you can schedule the screenshot taking process.