Groups

A TeamDesk group comprises members with various roles within the group (team member, team leader, analyst) and the team hotline (central phone number). Various settings such as the scope of Analytics data acquisition are also made for each group.

The list of TeamDesk groups provides an overview of active groups and the activated Call distribution and Analytics evaluation features.

Creating and editing a group

Click New group to create a new TeamDesk group or an existing group in the list in order to edit it.

General

Record the Name and Description of the group and define the TeamDesk and Analytics features for the group, i.e. whether hotline calls are to be distributed to members of the group and whether the members’ telephony behaviour is to be protocolled and evaluated.

Members

Use the search to include XPhone Connect users in the group and define their roles within the group:

Team member:

Can accept calls from the hotline queue.

Team leader:

Team leaders may assign team members for hotline call distribution.

Analyst:

Analysts may view detailed evaluations concerning the team members’ telephony behaviour. Team members’ telephony behaviour is protocolled in Analytics. Analysts are not shown in the hotline details in the client.

These roles can be assigned independently to members of the group, i.e. a team leader can simultaneously be a team member and/or an analyst.

Hint

Team members who are in TeamDesk hotline leverage the distribution of a caller if you have set call diversions (e.g.: to voicemail). While team members are available in TeamDesk, redirects (except FollowMe) should not be set.

Permissions (role) in the group

All members of a group are assigned the “Team colleague” relationship, for example, so that calls can be picked up quickly in exceptional situations. Team leaders do not reflect a superior in a TeamDesk group, so the “Team colleague” relationship is also standard for this member. However, if this is not desired in certain cases, the user can subsequently adjust the relationship to suit his or her own requirements.

Adapting a TeamDesk group hotline

The team can be reached by phone via the hotline; calls to the hotline are routed to team members via configurable distribution mechanisms. The caller to the hotline constantly receives information - he receives a message after dialling the hotline and is possibly included in a queue if the call cannot be forwarded directly.

Important

A TeamDesk group’s hotline must be configured beforehand at an SIP-Gateway - save the group settings previously made before leaving this dialogue in order to configure the hotline number at the gateway!

General

The hotline Name corresponds to the TeamDesk group, but a Description can be added separately.

The distribution strategy determines the scheme according to which calls are distributed to the team members:

• Ring all:

  A call is signaled for 30 seconds to all logged in/reachable team members. The signaling then pauses for 15 seconds and is performed again for 30 seconds (etc…). The caller remains in the queue until a team member can answer the call.

• Longest idle team member:

  The call is routed to the member who has been idle for the longest.

• Round robin:

  Incoming calls are transferred in a random order (which repeats cyclically) to registered team members, taking into account which team member received the last transfer attempt.

• Team member with the shortest call time:

  The call is routed to the member who curently has the shortest call time.

• Team member with the lowest number of calls:

  The call is routed to the member who curently has the least number of calls.

• Random:

  The call is routed to a random logged in member.

Die Follow-up time automatically applies for the respective team member after each call has ended in the queue. During this period, no other calls are routed to the team member. A team member can also set or end Being followed up TeamDesk status manually in the client.

Hint

Callers to the hotline with a suppressed phone number are not displayed as unknown (e.g. in the toast or also in the journal) - unlike direct calls - but with the name of the TeamDesk group.

Missed calls

By default, all TeamDesk members (even those who are not currently active) will get a journal entry of the missed call if the caller was not connected to any member (e.g. because the call was missed, or the caller hung up before it was transferred). This setting can be customized in the Hotline settings of a TeamDesk group with the Do not list missed hotline calls as missed calls in journal option so that the journal entries are not displayed.

Greetings and music files

Greetings or music files can be stored in the system for the various stages of caller management in the hotline, e.g. queue music or a greeting for calls outside of office hours. If -none is set, this greeting will be skipped.

Requirements for music files: - Wave file - not larger than 2 MB in size - 8000Hz. Mono channel

Office hours

Here you can define the business hours during which the hotline is available. If you want the hotline to be available 24/7, do not enter any business hours. If the hotline should only be available around the clock on certain weekdays, enter the time from 00:00 to 24:00 for these weekdays.

Holidays and absences (deviating business hours)

Here you define business hours that differ from the above (e.g. public holiday or company vacation). Thus, the hotline is not available for these days set here If you define both date and time for a single day, for example 02/29/2023 between 08:00 and 12:00, the hotline is only available on this day in the morning between 08:00 and 12:00. You thus overwrite the business hours specified above for this day. Note that for periods of several days, the time cannot be configured.

Example

When configuring a TeamDesk, it is possible to create so-called absences for a certain period of time or even for whole days (e.g. holidays).

Here is a screenshot of both scenarios:

The upper one is the different office hours. The emphasis is on the word office hours. This means on this day the hotline is only available between 09:00 AM and 1:00 PM.

Everything before and after this period falls under the category outside office hours.

If you store an announcement for this deviating business time, it replaces the announcement outside office hours. In our example, you will hear the stored announcement until 09:00 and from 13:00.

But if a whole day is set, it means that on this day the hotline is not available. This is a so-called absence.

In this case, the greeting set there will take effect for the whole day.

Threshold values for visual display in the client

Availability of the TeamDesk group’s hotline is shown in the XPhone Connect Client via various Key Performance Indicators (KPIs):

• Number of members available (ready)

  When this threshold value is fallen short of, the available Key Performance Indicator (KPI) icon in the XPhone Connect Client goes red in order to signal to the team member that only a few or no callers can be routed.

• Number of callers in the queue (waiting)

  When this threshold value is exceeded, the waiting Key Performance Indicator (KPI) icon in the XPhone Connect Client goes red in order to signal to the team member that callers cannot be routed.

• Waiting time of longest waiting caller (waiting time)

  When this threshold value is exceeded, the waiting time Key Performance Indicator (KPI) icon in the XPhone Connect Client goes red in order to signal to the team member that the caller has been waiting for a long time.

Threshold values for the queue

Here you can define how long an external caller should be in the hotline queue if the call is not answered by any team member. The default value has been set to 300 seconds (5 minutes). In this case, the external caller is either disconnected after 5 minutes or optionally transferred to other forwarding destinations or dropped (see Forwarding destinations).

• Maximum time of the caller in the queue if no team member answers the call

  • If no team member answers the external caller, the external caller will be disconnected after this set time, but will hear the goodbye greeting beforehand (optional: forwarding to forwarding destinations)

• Maximum time of the caller in the queue when no team member is ready

  • If no team member has the “Ready” status to take phone calls, the external caller will be disconnected after this set time, but will hear the goodbye greeting beforehand (optional: forwarding to forwarding destinations).

• Maximum number of calls not answered

  • Here you set a threshold for the number of calls that a team member consecutively does not accept or rejects via the XPhone Connect Toast. If this value is exceeded, the team member is automatically logged off. (Maximum value 30, 0=infinite). This setting cannot be made for Ring alll.

Forwarding destinations

If an external caller cannot be transferred to team members of this hotline, forwarding destinations can be defined. This means that the caller is not disconnected after the waiting time in the queue has elapsed, but an attempt is made to transfer this caller to other destinations. E.g. an external caller can leave a message on a voicemail so that he can at least be called back (drop to voicemail).

A distinction is made between transfer attempts and drop. Attempts to transfer a call can form a series. If the first transfer attempt fails (destination subscriber does not accept the call), the next destination in the list is used, and so on. A drop is a final destination because this destination always answers the call (e.g. voicemail), therefore a drop can only occur once per list and is always the last destination in this list.

If an external caller is transferred to forwarding destinations, he hears the “greeting before forwarding” beforehand.

Forwarding destinations can be configured separately for callers “within business hours” and “outside business hours”. These must be activated in each case (as must the destinations) for the function to be executed.

• Attempt to transfer to phone number:

  • Call number field: Any internal or external call number can be entered here.

  • Gateway: A working (active) SIP gateway must be set here, via which the entered phone number can be reached.

  • Attempt duration: This time defines how long the transfer attempt is performed. If the call is not answered by the destination subscriber after this time, the transfer attempt is aborted and transferred to the next destination in this list.

• Drop to voicemail:

  • Phone number field: The phone number (internal/external) of the voicemail to be used for this TeamDesk group is entered here.

  • Gateway: A working (active) SIP gateway must be set here, via which the entered voicemail can be reached.

• Drop to other TeamDesk hotline:

  • Listbox: This list box displays all available TeamDesk hotlines for selection.

  • Gateway: A working (active) SIP gateway must be set here, via which the set TeamDesk hotline can be reached.

Assign team members

Team members do not automatically have to be assigned calls to the hotline as well. In order for calls on the hotline to be transferred to a team member, the member must be assigned to the queue. This can be all members of the group or only selected ones. Team leaders can also adjust the assignment later in the client.

Advanced settings

In the advanced settings, further parameters for the behavior of the queue can be configured:

Parameter	Default value
MaxMissedCalls [1]	3

[1]

A team member is logged out of TeamDesk if he or she does not answer a call or rejects the caller three times (default) in a row. This setting can be used to adjust the number (maximum=30, 0=disables automatic logoff). The parameter is not effective for the “Group call” distribution strategy.

Data acquisition and evaluation of the TeamDesk hotline

Hint

Please note that company agreements may be required for your company when evaluating statistical data.

Configure the type and scope of data acquisition for team member phone calls:

• Record and show direct calls

  • Not only hotline calls are recorded and evaluated but also calls conducted directly by the team member.

• Level of detail of data recorded (the default for newly-created groups is defined in the Analytics settings).

  • Record and show Analytics data in full

  • Record and show Analytics data with anonymised employee information

  • Record and show Analytics data without employee information

Global TeamDesk settings for all team members

Under TeamDesk > Groups above the list there is a button called Global settings. Under this, global thresholds are defined for all team members of TeamDesk groups.

Hint

Assign threshold values for team members here. These settings apply globally for all team members in all TeamDesk groups and cannot be configured individually.

• Call hold time for a TeamDesk member

  Define the period (in seconds) here for taking a call for team members of all TeamDesk groups. This period defines how much time team members have to take a hotline call before the caller is assigned to another team member or, depending on the configured distribution strategy, put back into the queue. This setting applies globally for all configured TeamDesk groups and their team members and cannot be configured individually.

• Pause between the redelivery attempts

  • … once a team member has not accepted the call

    Define the time of pause (in seconds) here between the redelivery attempts of callers to team members if they have not answered a call (e.g. for group calls or for hotlines with only one available team member). This setting applies globally for all TeamDesk team members and cannot be configured individually. The value must be between 3 and 60 seconds.

  • … once a team member has rejected a caller

    Define the length of the pause (in seconds) here between redelivery attempts of callers to team members after they have rejected a hotline caller. This setting applies globally for all TeamDesk team members and cannot be configured individually. The value must be between 10 and 60 seconds.

  • … when a team member is on a call

    Define the time of pause (in seconds) here between caller redelivery attempts to team members if they are already on a call and have deactivated the set to in follow-up during a call option in the XPhone Connect Client. This setting applies globally for all TeamDesk team members and cannot be configured individually. The value must be between 10 and 60 seconds.

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