When your contact centre team has been created, you will then be able to configure your team settings. You will be able to set a 'Team Name' (description), set an 'Outbound Caller ID', select a call 'Routing Method' ,set a 'Wrap-up Time and set 'Agent rings' for internal and external calls.
Enter the contact centre team name for example 'Sales'
Enter 'Outbound Caller ID', this is the CLI (Caller Line ID) number that is displayed on a recipients phone, when the outbound call has been made from the 'Call Assistant' screen.
Routing Methods
There are three call routing methods to deliver inbound calls to the available agents within you team.
Circular Hunting
Team members are given calls in rotation, with all team members receiving a fair
proportion of calls.
Sequential Hunting
Team members are given calls in linear order, with the first team member receiving
all calls, unless busy/not answering/unavailable, then the second team member is
given the call, and so on.
Longest idle Hunting
Team members are given calls first by order of 'User Number' then, once each
member has received a call, the order will be decided by who has been waiting the
longest for a call.
Outbound Recording
There are 3 call recording options
Off - Call recording is not enabled.
Always On - Call recording is enable for all 'Outbound' calls.
On Demand - team members can select to record individual outbound calls by pressing the *(star) key anytime during the call.
Recording for inbound calls are configured within the IVR Queueing block.
Wrap up time
The 'Wrap-up' time is the time (in seconds) allocated at the end of the call, to allow the team member to process the call information. During this period the system will see the team member as 'busy' and no calls will be passed to them. The team supervisor will see a yellow icon against any team member who is in wrap-up on their agent screen.
If no wrap-up is required enter '0' into this field.
Agent Rings
Agent Rings (Internal)
This is the number of rings (in seconds) if an inbound call is not answered by a team member who is registered to an 'internal' phone number, before the call is passed to the next available team member.
Agent Rings (External)
This is the number of rings (in seconds) if an inbound call is not answered by a team member who is registered to an 'external' phone number, before the call is passed to the next available team member.
Product Video:
This short video shows you how to configure (and edit) your contact centre team. Product video under development (August, 2022)
Related posts:
Teams| how-do-i-create-a-team
Teams| how-do-i-add-agents-to-my-teams
Teams| how-do-i-remove-agents-from-my-team
Teams| how-do-i-edit-change-my-teams
Teams| how-are-queues-configured-and-what-options-are-available Teams| what-is-a-sequential-hunting-team
Teams|will-calls-be-still-passed-through-to-agents-in-the-event-that-all-the-agents-are-in-wrap-up
Cloud Contact Centre Fun Quiz:
Why not try this fun quiz to test your knowledge, there is no pass or fail, it's just for fun and you will get a certificate if you achieve 80% or more.
Whether you get the question right or wrong, you can follow the links to FAQs and videos which will provide further information.
You can then have another go to improve your knowledge and score.
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