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Chapter 18: Workgroup Configuration
158 MaxACD Administrator Manual
•
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 “Call Recording Configuration” on page 83); this option requires
that a 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
Figure 18-4. Agent Recording Management dialog box
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 .