Use

Members of a TeamDesk hotline see one or more TeamDesk contact entries in the contact list under My Hotlines in the XPhone Client. In addition, a separate contact group is added for each TeamDesk group (e.g. Sales DACH).

In addition, for TeamDesk team members, a further drop-down menu for setting the TeamDesk status appears next to the selection of the presence status:

• Ready

  Hotline calls are distributed to the team member according to the configured distribution strategy.

• Logged off

  No hotline calls are transferred to the team member.

• Follow up

  No hotline calls are transferred to the team member. The follow up time can be activated either automatically at the end of the call or manually. Automatic activation and the duration of the follow up time are configured by the administrator. However, the follow up time can be ended prematurely by the team member.

If you are assigned to several TeamDesk groups, you can use these statuses to control the availability for all hotlines at the same time. To accept hotline calls, you can use any device configured for call acceptance in the device management, i.e. office phone, softphone desktop, softphone mobile and AnyDevice. The TeamDesk status can be linked to the Presence status. This makes it possible, for example, to automatically set the TeamDesk status to Ready for the presence status Absent and to Logged out for the presence status Absent.

Detail view

Double-click on the TeamDesk group to open the detailed view:

Overview

In the Overview section you will find the current Available times, as well as the Distribution strategy.

• The hotline calls are transferred to the team members within the time specified in Available today.

  • Outside the predefined time, the administrator decides how callers are handled. Forwarding to any destination, an announcement or a busy announcement can be configured.

• The displayed Distribution strategy is used for the transfer to the team members.

• Both the Distribution strategy and the Available times are configured by the administrator.

In addition, the following key performance indicators (KPIs) are displayed in the Overview area:

KPI	Description
	Number of team members who currently have their TeamDesk status set to Ready and can therefore take hotline calls.
	Number of team members who are currently on a call and therefore cannot take any further hotline calls.
	Waiting time of the caller who has been in the queue the longest.
	Number of callers in the queue.

The administrator can configure a threshold value for each of these KPIs. If this threshold is reached, the color of the icon changes to red. Under Waiting queue, all callers currently in the Waiting queue are displayed. If contact information is available for the transmitted call number, the name is displayed instead of the call number.

Members

All currently assigned and unassigned team members are displayed in the Members area:

Users with the Team Leader role can make changes to the assignment of team members:

• If you move the mouse over an unassigned member, you can add it to the hotline using the button.

  • Alternatively, you can also do this via the context menu, which you can open by right-clicking and then clicking on .

• If you move the mouse over an assigned member, you can temporarily remove the member from the hotline using the button.

  • Alternatively, you can also do this via the context menu, which you can open by right-clicking and then clicking on .

• If the Distribution strategies Linear or Round robin are configured, you can change the order or assignment of the members using the symbol.

  • You change the order in the window that opens using drag & drop. The order is taken into account from top to bottom. See the Distribution strategies.

Team leaders can click on the gear icon and change the type of assignment. The following options are available:

• Automatically assign all members of the TeamDesk group to this hotline.

• Only assign certain members of the TeamDesk group to this queue.

This option is not available for the distribution strategies Linear or Round robin.

Team leader

The Team leader tab displays the team leaders who are assigned to this TeamDesk group.

Accessibility

Within the specified business hours, the hotline calls are transferred to the team members. For a hotline call outside the business hours, the administrator can configure that the call is forwarded to any destination, an announcement is played or a busy signal is played.

Have you found a mistake on this page?

Or is something not formulated well or too vague? Then we look forward to receiving an e-mail, preferably with a suggestion for improvement, to doku@c4b.de. Thank you very much!