User guide

Setting Up Workgroups
286 MAXCS ACM 6.5 Administration Manual
Workgroup Recording Options
The system administrator can specify the following workgroup call recording options for
a workgroup:
WARNING! Listening in to or recording a conversation without the consent of one or
both parties may be a violation of local, state and federal privacy laws. It
is the responsibility of the users of this feature to assure they are in
compliance with all applicable laws.
• Disable—no call recording.
• Auto record to central location—records all workgroup inbound and outbound
calls, which are saved to a central location (defined in Recording Configuration on
the System menu—see page 109); this option requires that either a shared
Concurrent Recording Session license is available or that a Dedicated Recording Seat
license is assigned to each workgroup member (configured in Extension
Configuration).
• Record on demand to central location—records calls on demand, which are
saved to a central location (defined in Recording Configuration on the System
menu—see page 109); this option requires that either a shared Concurrent
Recording Session license is available or that a dedicated Recording Seat license is
assigned to each workgroup member (configured in Extension Configuration).
• 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
conversation 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. This opens the
following window:
You can
change
these
values