Documentation
pascom Product Documentation and Release Notes
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Desktop Client User Guide
- Log on to the pascom client
- Layout and Overview
- Profile and Contactlist
- Search, Smart Filter and Notifications
- Telephoning with the pascom Client
- Transfer, Pickup and Call forwarding
- Groups for Chat-Rooms and Conferences
- Chat, Group-Chats and Filesharing
- Use Video-Telephony and Screensharing
- Audio- and Video Conferencing
- The Call- and Team History
- pascom Teams - Working with call queues
- The Phonebook
- Send and receive faxes
- Use the Call Recording System
- My Device Control
- Headset and Audio Settings
- Use Kuando Busylight
- How to use Client Actions
- pascom Client Settings
- How to use the tomedo® Integration
- Quick Start
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Server Setup
- Using pascom.cloud
- pascom Appliance
- pascom SMB Server
- pascom Virtual IP PBX
- Amazon Web Services (AWS)
- pascom Cloud Service Provider (CSP)
- pascom Server Update, Backup and Restore
- Server Management Interface
- Server CLI (TUI) Interface
- Upgrade from pascom 17 or older
- Port Overview | Firewall Configuration
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Mobile Client User Guide
- pascom Mobile App pairing and login
- Profile and Contactlist
- Search, Smart Filter and Push-Notifications
- Telephoning with the pascom Mobile Client
- Groups for Chat-Rooms and Conferences
- Chat and Group-Chats
- Use Video-Telephony
- Audio- and Video Conferencing
- The Call- and Team History
- pascom Teams - Working with call queues
- The Phonebook
- Mobile App Energy Optimisation Settings
- User Management
- Telephone Book
- Web Conference User Guide
- Team Management
- Client Administration
- Endpoints
- Gateway Configuration
- Trunks
- Trunk Templates
- Automatic Call Distribution
- Modules
- Concepts
-
How to
- Data protection and IT operations in the pascom cloud
- Monitoring via Nagios or Icinga
- Setup Mobile Access via the Internet
- Using a Lancom as a Router
- Nextragen - VoIP & Network Monitoring
- Subscription Downgrades
- Setup Extensions
- Remove Dialplan Loops
- Function / Service Codes
- Change SIP Header
- Telephone Provisioning via DHCP
- tomedo® Integration setup
- Support & Release Notes
- Developer APIs
pascom Teams - Working with call queues
Learn all you need to know about pascom teams and working with queues
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. Team Support
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
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.
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 Login- / Logout- 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 the Pause button 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