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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.

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