Overview
Teams are basically queues. A place where your customers stay until a user / agent takes the call. If you are a member of a team, e.g. sales , you will receive calls from the queue in addition to your personal calls.
Open a team
You can find the team you are a member of in your contact list and you can open the queue by clicking on the team. e.g. support
Color coding
The team office in the contact list has a red signal and at the same time shows you that you are not a member of this queue and therefore cannot see any data.
Overview of the team
In the overview of the queue you will find your colleagues as well as tabs and menu items with additional functions.
- In the active green area you will find colleagues who are actively registered in the queue and who receive calls. You can also see the current call status based on the receiver symbol
- In the deactivated gray area you will find colleagues who have logged out of the queue and have not received any calls. You can also see the current call status based on the receiver symbol
Log in to the team
Users in teams can be flexible or permanently assigned members of a queue. If your system administrator has set you as a flexible member , you can log in and out of the queue and thus switch from the active to the deactivated area.
- Use the login / logout button to log in and out of the team.
Pause work in a team
On the pascom PBX must pause reasons can be defined, that you can use to get a short time no calls from the queue. e.g. coffee break or post-processing etc.
- To do this, click on Break and select a reason for the break.
Waiting callers
In the register tabs click on the item Waiting callers and you will get an overview of callers waiting in the queue. You will see the phone number, the name (if there is a phone book entry) and the waiting time.
Pick up the waiting caller
If the automatic delivery of calls does not go fast enough for you or you want to pick up a caller from the queue in front of a colleague, you can pick him up / pickup .
- To do this, right- click on the waiting caller you want to pick up. Then select Pick up call.
The Team Journal
We explain the functions of the Team Journal to you in the following instructions .