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Establishing Workgroup Membership

MaxACD Administrator Manual 159

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.

• 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.

Establishing Workgroup Membership

Add agent extensions to a workgroup on the Group Member tab in the Workgroup

Configuration window.

Figure 18-5. Workgroup Configuration, Group Member tab

To add extension(s) to a workgroup:

1. Select the workgroup in the Group List.

2. On the Gr

oup Member tab, click the extension number(s) in the Not Member list.

Use Shift+click and Ctrl+click to select several extensions.

3. Click the Add button between

the columns to move them to the Member list.

Note: If the workgroup pilot extension is configured to Ring All Available Members,

the maximum number of members is 20. See “Setting Call Handling Options”

on page 171 for details.

By default, a newly added member has the Skill Level set to

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Altigen MaxReports Manual do Utilizador Página 169