Establishing Workgroup Membership - Altigen ACM 6.7 Administrator's Manual

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 127. Workgroup Configuration, Group Member tab
To add extension(s) to a workgroup:
1. Select the workgroup in the Group List.
2. On the Group 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 282 for details.
By default, a newly added member has the Skill Level set to 1.
4. To change the Skill Level designation for a member, double-click the member in the
Member List. The Skill Level dialog box opens. (Skill Levels are defined in "Setting
Up Skill Based Routing" on page 274.)
Establishing Workgroup Membership
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