Workgroup recording options – AltiGen MAXCS 7.0 Update 1 ACM Administration User Manual
Page 272
Chapter 22: Workgroup Configuration
256
MaxCS 7.5 Administration Manual
Figure 149.
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 vio-
lation 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.
•
Disable
– No call recording.
•
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 99); 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 99); 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 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.