Callback and recording plans 471
11. Select the On requeue, retain original callback date/time stamp check box to prioritize callbacks
by the original date and time of the callback.
NOTE: The oldest callbacks will always be offered to agents before newer callbacks, regardless of
requeue.
12. For Web Callbacks, type the number of calls that the system will consider to be too many to process
a callback to a queue after Maximum number of simultaneous callback requests from single IP
address. Alternatively, select the Check box for unlimited callback requests from a single IP
address.
NOTE: Mitel Networks Corporation recommends that you type a maximum number to avoid being
flooded by simultaneous callbacks from a single IP Address.
13. Click Save to save your configuration. Click New to clear the fields and create a new Callback Plan.
Click Delete to remove a Callback Plan.
Managing recording plans
Call recording for quality monitoring purposes was introduced in Intelligent Queue version 3. This feature
requires that ports be dedicated as recording ports to ensure availability and to avoid call collisions with
incoming calls. You can initiate call recording from the Intelligent Queue user interface.
Using Intelligent Queue, a user with sufficient rights enters an Agent ID, extension number, or Agent Group ID
to request that a current call, or the next call received, be recorded. Once the recording completes, the system
notifies the user of the success (or failure) of the request, as well as the file name with which the call recording
has been stored.
Please note the following conditions of the Agent call recording option:
��� Only SUPERSET telephones with the ACD Silent Monitoring - Accept option enabled in their Class of
Service can be recorded.
• An agent can only be recorded by one supervisor at a time.
• Recording is denied on a broker’s call, because any agent who has a call on soft hold cannot be
recorded.
• Agent call recording is not permitted on a non-prime line.
• A SUPERCONSOLE 1000 or SUPERSET 7000 console cannot be recorded.
• Networked ACD does not support agent call recording of remote agent subgroups from the Distributor
system.
• Agent call recording is not supported on MSDN networks.
To record an agent
1. Select Manage=>Recordings. The Recording Queue tab opens by default.
2. Under Directory number, type the directory number you wish to record
3. Select the port group that uses the directory number.
4. Click Record.
5. Under Recording Queue, view the recordings in queue. To navigate through multiple pages of
listings, click Previous or Next.
6. To remove a recording from a queue, click Remove.
7. To terminate the recording of a call, click the Stop button.
8. Click the Download Recordings tab to play or download a recording.
9. Follow the on-screen instructions:
To play a recording, left click a recording to select it.
To download a recording from the server and save it to your local hard drive, right-click a recording,
select Save Target As..., and select a folder to which the recording will be saved.
10. Recordings are saved in a Recordings folder. Provided you accepted the default settings during
installation, the folder can be found at the following location: Program Files\Mitel Networks\Intelligent
Queue\Recordings
11. Click the Completed Requests tab to view completed or failed recordings.