User guide

190 AltiWare ACC 5.1 Administration Manual
– 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 personal calls.
The recording setting at Workgroup Configuration applies only to workgroup
calls. To allow an agent to record all calls (personal 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 personal calls
Establishing Workgroup Membership
Add agent extensions to a workgroup on the Group Member tab in the Workgroup
Configuration window.
Figure 3. Workgroup Configuration, Group Member tab
To add extension(s) to a workgroup:
1. Select the workgroup in the Group List.
2. On the Group Member tab, click the extension number(s) in the Not Member list.
Use Shift+click and Ctrl+click to select several extensions.
3. Click the Add button between the columns to move them to the Member list.
Note: If the workgroup pilot extension is configured to Ring All Available Members,
the maximum number of members is 20. See “Setting Call Handling Options”
on page 196 for details.