The Proposition

TeamCall distributes incoming calls to amongst available members of a team. Members of a team can be co-located within the same working environment but will, typically, be geographically dispersed.

Working in Multiple Teams

TeamCall is an ideal solution for professional staff who are not part of a call or contact centre in the usual sense but who work as part of a departmental, project-based or specialist team. A key benefits of the solution is that staff can belong to multiple teams and receive team calls irrespective of their work location. A whisper announcement of the team the call is associated with enables calls to be answered appropriately.

How it works

Intelligent Number users may belong to one or more team, each team being associated with its own telephone number. Calls to a team number are distributed, on either a linear or circular basis, to an available team member and announced as being for that particular team. Users may make themselves available for team calls, in addition to personal calls, at any telephone, thereby forming a virtual team with calls distributed over the wide area.

Call Distribution Options

Priority (Linear) Call Distribution - Each team member is assigned a priority level. The person with the highest priority will always receive team calls if they are available. The person with the lowest priority will only receive a team call if no other team member is available.

Round Robin (Circular) Call Distribution - Calls are shared evenly between team members. When a team member has answered a team call they become last in line for the next call and will only be passed the call if no other team member is available.