User guide

Chapter 22: Workgroup Configuration
264 MAXCS ACC 6.7.1 Administration Manual
• Record on demand to extension VM – Records calls on demand, which are saved
to the agent’s voicemail box.
Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded
file attached, the recorded file is not forwarded in the e-mail.
• Insert Recording Tone – Plays a recording beep to alert the parties that the con-
versation is being recorded, then plays a periodic recording alert tone. The tone is
recorded together with the conversation.
• Record X out of 10 calls – If recording to a central location, automatically records
incoming and outgoing workgroup calls, as specified. (The default is to record all
workgroup calls.)
To see this option, click the Agent Recording Management button.
You can
change
these
values
For each agent you can change the option Record N out of 10 calls. For example,
if you set to record 4 out of 10 calls, the 1st-4th and 11th-14th, and so on, will be
recorded. Using this example, in the following table the shaded calls will be
recorded:
To change Record N out of 10 calls for an agent, click the cell you want to change,
and make a selection from the list. Click Apply. When finished, click OK.
• Centralized Recording – You can enable or disable centralized recording from the
Agent Management Recording window shown above. Click the cell you want to
change, and make a selection from the list. Click Apply. When finished, click OK.
Notes:
– The recording session starts when the call enters the connected state and ends
when hang up or flash is pressed, or when the call is transferred.
– The recording setting at Extension Configuration applies only to non-workgroup
calls. The recording setting at Workgroup Configuration applies only to work-
group calls. To allow an agent to record all calls (non-workgroup and workgroup),
both recording settings must be enabled.
– When an agent logs in to a workgroup, which is also an outbound workgroup, all
outbound calls will be considered as workgroup calls and recorded according to
workgroup configuration.
– When an agent logs in to a workgroup and is in Not Ready, DND, Wrap-up, or
Inter-call Delay state, outbound calls will be recorded if workgroup recording is
configured.
– When an agent does not log in to the workgroup that is configured as an outbound
workgroup, all outbound calls are non-workgroup calls.