AltiGen comm ACM 5.1 - Manual (Page 292)

Chapter 5: Workgroup Configuration
36 AltiWare ACM 5.1 Administration Manual
• 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.
•
Record x out of 10 calls—if a Voice Recording License is enabled, this feature
allows an administrator to record incoming workgroup calls at a specified interval,
for every 10 calls. If you set to record 4 out of 10 calls, the 1st-4th and 11th-14th,
and so on, will be recorded. The shaded workgroup calls will be recorded in the
following example:
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 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.