Chapter 22: Workgroup Configuration
MAXCS ACC 6.7 Administration Manual 271
Figure 127. Service Level Calculation dialog box
In the
Method
Options
section, select one of the following:
•
TSL
(Total Call Service Level)—the service level calculation is: TSL% = Total WG
inbound calls within SLT / Total WG inbound calls. This is the default option.
•
ASL
(Answered Service Level)—the service level calculation is: ASL% = Total WG
inbound calls answered within SLT / Total WG inbound calls.
•
Customize
—use the check boxes to enable at least
one
of the following three
options:
–
Answered
Calls
within
Service
Level
–
Abandoned
Calls
within
Service
Level
–
Overflowed/Redirected
Calls
within
Service
level
...divided by at least one of the following three options:
–
Total
Answered
Calls
–
Total
Abandoned
Calls
–
Total
Overflowed/Redirected
Calls
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.
•
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 105); 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 105); 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).
Summary of Contents for ACC 6.7
Page 16: ...2 MAXCS ACC 6 7 Administration Manual ...
Page 44: ...Chapter 2 System Requirements and Installation 30 MAXCS ACC 6 7 Administration Manual ...
Page 56: ...Chapter 3 Getting Around MaxAdministrator 42 MAXCS ACC 6 7 Administration Manual ...
Page 98: ...Chapter 6 Voice Mail Configuration 84 MAXCS ACC 6 7 Administration Manual ...
Page 108: ...Chapter 7 Auto Attendant Configuration 94 MAXCS ACC 6 7 Administration Manual ...
Page 124: ...Chapter 9 Call Recording Configuration 110 MAXCS ACC 6 7 Administration Manual ...
Page 128: ...Chapter 10 Application Extension Configuration 114 MAXCS ACC 6 7 Administration Manual ...
Page 180: ...Chapter 12 Trunk Configuration 166 MAXCS ACC 6 7 Administration Manual ...
Page 186: ...Chapter 13 In Call Routing Configuration 172 MAXCS ACC 6 7 Administration Manual ...
Page 234: ...Chapter 16 Setting Up IP Extensions 220 MAXCS ACC 6 7 Administration Manual ...
Page 246: ...Chapter 17 AltiGen IP Phone Configuration 232 MAXCS ACC 6 7 Administration Manual ...
Page 256: ...Chapter 18 Mobile Extension Configuration 242 MAXCS ACC 6 7 Administration Manual ...
Page 270: ...Chapter 19 Hunt Group Configuration 256 MAXCS ACC 6 7 Administration Manual ...
Page 274: ...Chapter 20 Paging Group Configuration 260 MAXCS ACC 6 7 Administration Manual ...
Page 370: ...Chapter 26 Redundancy Configuration 356 MAXCS ACC 6 7 Administration Manual ...
Page 404: ...Chapter 29 TAPI Integration 390 MAXCS ACC 6 7 Administration Manual ...
Page 426: ...Chapter 30 Tools and Applications 412 MAXCS ACC 6 7 Administration Manual ...
Page 448: ...434 MAXCS ACC 6 7 Administration Manual ...