Documentation
pascom Cloud Phone System Documentation and Release Notes
pascom Teams - Working with call queues
Learn all you need to know about pascom teams and working with queues
Trainings Video
Overview
pascom teams are basically queues. A place where your customers stay until a user/agent answers the call. If you are a member of a team e.g. Sales, you will receive calls from the queue in addition to your personal calls.
Open a pascom team
In your contact list you will find the team of which you are a member, and you can open the queue with a click on the team. e.g. .
Open a pascom team via the contactlist
The Team-Office you see in the contact list has a red signal and at the same time shows you that you are no member of this queue and therefore cannot view any data.
Overview of a pascom Team
In the queue overview you will find your colleagues as well as tabs and menu items with additional functions.
Overview of the pascom team
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In the active green area you will find colleagues who are actively logged on to the queue and receive calls. In addition, you can see the current call status by means of the handset icon.
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In the deactivated grey area you will find colleagues who have logged out of the queue and do not receive calls. In addition, you can see the current call status by means of the hearing icon.
Log in to the team
Users in teams, can be flexible or fixed members of a queue. If your system administrator has set you up as a flexible member, you can log on and off the queue and thus switch from the active to the disabled area.
- Use the button to log in and out of the team.
Log in and log out as a flexible member of the team
Pause work in a team
On the pascom telephone system, pause reasons can be defined that you can use to temporarily not receive calls from the queue. e.g. coffee break or postprocessing etc.
- Click on and select a Pause reason.
Take a short break from working in a team
Waiting callers
Click on the Tabs on the Callers waiting item and you will get an overview of callers waiting in the queue. You will see the phone number, the name (if there is a phone book entry) and the waiting time.
Show waiting callers in the queue
Pick up waiting callers
If the automatic call delivery is not fast enough for you or you want to pick up a caller before a colleague from the queue, you can pick up the call.
- To do this, click with the right mouse button on the waiting caller you want to pick up. Then select .
Pick up waiting callers
The Team-Journal
The functions of the Team Journal are explained in the following Tutorial.
Log in or log out team members as supervisors
The Pascom telephone system offers supervisors the ability to flexibly manage members of queues. With the supervisor permisison, you can easily log team members in and out, depending on requirements and availability. Your administrator must assign a user the Supervisor Permission.
- In the list of members in the queue, search for the team member you want to log in or log out.
- Click with the right mouse button on the name of the member.
- A context menu with several options will appear.
- To log the member in, select the Login option.
- To log out the member, select the Logout option.
Right-click to log team members in or out