AltiGen comm ACM 5.1 manual Workgroup Recording Options

Chapter 22: Workgroup Configuration

The Service Level Calculations Options button opens the following dialog box.

Figure 2. 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 violation 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 111); this option requires a Recording Seat license to be available.

•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 111); this option requires a Recording Seat license to be available.

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