Operation

Default = Off.

On the primary IP Office Server Edition server, set this field to Primary. For all other IP Office servers, set this field to Child. When set to Off or Child, no other fields are displayed.

Record Mode

Default = Off

Defines the automatic call recording function on VMPro. The options are:

Record Controls

Default = Full

Defines what functions an agent can perform from WebAgent or from the handset. The options are:Full, Pause or Off.

Record Mode and Record Controls

Record Mode and Record Controls are related. The combined configuration settings are listed below.

Note that stopping and starting the recording creates multiple recording files. Pausing and resuming the recording keeps the recording in a single file.

Record Mode

Record Controls

Result

Off

Off

Calls are not recorded.

Agent Connected

Off

All calls are always recorded from the time the agent joins the call.

Agent Connected

Pause

All calls are always recorded but the Agent can pause and resume recording.

Agent Connected

Full

All calls are always recorded from the time the Agent joins the call. Agent has full control on when calls get recorded.

Whole Call

Off

All calls are always recorded from the time the customer answers.

Whole Call

Pause

All calls are always recorded from the time the customer answers but the Agent can pause and resume the recording.

Whole Call

Full

Call recording starts before the agent is connected. All calls are always recorded but the Agent can pause and resume the recording

Agent Call Back Time

Default = 60. Range = 30 - 300.

The number of seconds an agent has to make a manual call after a customer hang up. Used when a customer wants to be called on a different number.

Remote Agent Display Text

Default = Blank. Maximum length = 33.

Specify the text string displayed on the remote agent extension if that extension supports displays and the protocol allows it to be transmitted.

Remote Agent Confirmation Voice Prompt

Default = Blank. Maximum length = 31.

Specify the Call Flow Entry point name used to play a greeting to the remote agent when they log in. The actual Entry Point is added as a Modules Entry point using the VMPro Client. The entry point cannot be added as a short code, user or group entry point.

Remote Agent First Extension Number

Default = 0. The first extension number allocated to a remote agent. It must not conflict with the existing dialing plan. If the range contains existing user extensions, they are used when assigning extensions to remote users.

Remote Agent Number of Extensions

Default = 0. Maximum = 500.

The range of extensions starting from the one above. A user is created for every extension. If the field is edited and the number of extensions is reduced, the number of remote agents that can log in is reduced to the new setting. However, reducing the range does not automatically delete previously created users. Users can only be deleted manually.

Use Custom Hold Treatment

Default = unchecked. Defines system behavior when a call is placed on hold. When unchecked the the system Hold Music setting is used for the system's music on hold source. When checked, the music on hold source is VMPro.

Record while on Hold

Default = unchecked. When the Use Custom Hold Treatment box is checked, the Record while on Hold setting can be enabled. When unchecked, recording is paused when the call is on hold.  When checked, recording continues when the call is on hold.

Trunk Range / IP Office

The number of trunks used by Outbound Contact Express. The default entry is Trunk Range: 1-250 for the Primary (Local) server. 250 is the maximum number of trunks configured on a single server. Use this table to define the number of trunks managed by the Primary and Secondary systems. The trunk range must match the line numbers used by the Proactive Contact Dialer. Enter only one range per server.