User guide

Establishing Workgroup Membership
MAXCS ACM 6.5 Administration Manual 287
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 drop-down list. Click Apply. When finished, click OK.
• Centralized Recording—You can also 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 drop-down 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
workgroup 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.
Establishing Workgroup Membership
Add agent extensions to a workgroup on the Group Member tab in the Workgroup
Configuration window.