AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 273)

Setting Up Workgroups
MaxCS 7.5 Administration Manual 257
• Insert Recording Tone – Plays a recording beep to alert the parties that the conversation is being record-
ed, 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.
You can change these values
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 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 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.
Recording Tone Options
When you select to record conversations, you can have the system insert a repeating recording tone.
On the General tab of the Workgroup Configuration window, set Recording Tone to Insert repeating
recording tone
.