Groups

The TeamDesk feature is configured under TeamDesk > Groups. Here you can create, edit and delete TeamDesk groups. You can also define the global configuration for all TeamDesk groups.

Hint

You can find full instructions on how to set it up and the requirements in the Configuration of TeamDesk chapter.

New group or edit

• To create a new TeamDesk group, click on the New group button.

• To edit an existing group, select the group to be edited in the table view by activating the checkbox to the left of the TeamDesk group name and clicking on the Edit button.

In the dialog box that opens, you can edit the Edit TeamDesk group and from here you can also configure the Hotline.

• Edit groups
• Edit hotline

Delete

To delete one or more groups, select the groups to be deleted by clicking on the checkbox next to the group name in the tab to the left of the group name and then click on the Delete button in the menu bar.

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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