Establishing Workgroup Membership - Altigen AltiWare ACC 5.2 Administration Manual

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.
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.

Establishing Workgroup Membership

Add agent extensions to a workgroup on the Group Member tab in the Workgroup
Configuration window.
Figure 3. Workgroup Configuration, Group Member tab
Chapter 22: Workgroup Configuration
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