Creating Teams

Teams is a modern and collaborative feature available to AVOXI License holders.  The contact center feature was specifically designed to increase agent productivity and enhance teamwork by organizing, filtering, and formally grouping users/agents. 

Grouping Examples:
  • Users who share a common set of outbound caller ID's
  • Users who represent a department
  • Users that need to be reported on together
  • Agents who receive inbound queue calls
  • Agents who receive inbound calls and make outbound calls
  • Users that want to easily search for in the contact list


Manage Teams

To create a team start by selecting the "Teams" icon located on the left-hand side navigation bar. 

Then, select the "+Add" button located in the top right-hand corner. 


Complete the team details  

  • Enter a "Team Name"
  • Enter an extension for the team

Configure your team settings

  • Select your ring to strategy. Choose from Round Robin, Least Used, or Ring All.
  • Set your timeout (in seconds) if you want your caller to stay in the queue until an agent picks up, keep your timeout at 0. AVOXI Tip: This will also control the amount of time a queue callback call remains in the queue.

Once you’ve completed the required fields, select the "Add New Team" button. 

AVOXI Tip: Create dispositions also called labels to define the outcome of a call.

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Updated:

November 23rd, 2020

Author:

Lauren Hundley

Updated By:

Louise Ross

KB ID:

393530

Page Views:

2752

Tags:

in queue audio, adding team members, adding agents, creating teams, configuring team settings

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