intelligent Team Working

A suite of telephony applications supporting geographically dispersed groups of staff, from departmental, project-based and specialist teams to the small contact centre environment. Removes the restrictions of location and requires no special hardware for team members.

All applications are scalable to meet the customer’s specific requirements and can be supplied pre-installed on a fully configured hardware platform and integrated into the existing infrastructure by accredited engineers. Alternatively, applications can be provided for installation onto the customer’s own platform or provided as a hosted service on a per-user-per-month fee basis.

Download the Product Sheet

For more information on intelligent Team Working and its products, download the intelligent Team Working Product Sheet in Adobe PDF format.

Products Included in the
intelligent Team Working Suite

intalligent TeamCall
Ideal for supporting departmental, project-based or specialist teams irrespective of staff location.

More information on intelligent TeamCall.

intelligent TeamCall Plus
Enhanced version of TeamCall including support for call queuing, music-on-hold and call recording.

More information on intelligent TeamCall Plus.

intelligent Contact Centre
A solution for small departmental contact centres, helpdesks and contact centre overflow solutions. Ideally suited to supporting geographically dispersed agents and home-based staff.

More information on intelligent Contact Centre.

Features & Benefits

The features and benefits of intelligent Team Working.

Feature	Description
Location Independence	Team members - whether part of a contact centre or an informal department, skill-set or project-based team – each have an intelligent Number (or intelligent Assistant) account whereby they can receive their share of team calls at any location, using any device, over any network - fixed or mobile.
No Special Hardware Required	Team members don't need any special hardware, just an ordinary landline or mobile phone. It's even possible to record their calls.
Call Distribution Options	Calls can be allocated to team members or 'agents' based on one of two options: Priority (linear) routing - one person is defined as first choice and is always tried first if they're available. The person defined as second-in-line is always tried next if they are available and the first person is unavailable, and so on. Round robin (circular) routing - every team member has equal priority and receives an equal share of calls. A person receiving a call moves to the end of the list of people to try and will only be given the next call if every other team member is unavailable. Where multiple team numbers are used, a mix of distribution options can be deployed – some priority-based, others on a circular distribution. Disruptions caused by simultaneous ringing and misplaced calls caused by Hunt Groups are avoided.
Teaming of Skills and Capabilities	Staff can belong to any number of teams. Used in conjunction with the intelligent Assistant ‘Alternative Contact’ feature, one team can be allocated as an alternative for another to create simple skills-based routine solutions.
Call Queuing & Announcements	The ability to hold calls in a queue until someone is free to handle them reduces the number of dropped calls and avoids callers having to call back and try again. Comfort announcements, including position-in-queue, enhance the caller experience.
Agent Supervision	Supervisory features ( intelligent Contact Centre only) allow agent monitoring and control and Supervisors can listen to an agent’s call, whisper to an agent or join their call. Both physical and ‘virtual’ wallboards are supported.
Deployment	intelligent Team Working applications can be deployed as an on-premise solution, integrated into an existing telecoms infrastructure. Alternatively, applications can be provided as a hosted service on a pay-as-you-go basis.