intelligent TeamCall

Supporting staff working in virtual teams.

What It Is

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

The Proposition

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 benefit of the solution is that staff can belong to multiple teams and receive team calls irrespective of their work location.

Team Mailbox

If a call is unanswered by a team member it passes to the team’s voice mailbox, enabling the caller to leave a message. Team members can be alerted and can access messages.

Key Benefits

Distributes calls to staff within a Virtual Team - team members can be at any location, using any network and any telephony device
Ideal for supporting departmental, project-based or specialist teams
Calls distributed on a priority or round robin basis

Delivery / Upgrade

All applications are scalable and can be integrated into the customer’s existing infrastructure or provided as a hosted service on a pay-as-you-go basis.

How It Works

TeleWare intelligent Number users (or intelligent Assistant 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.

Download the Product Sheet

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

Features & Benefits

The features and benefits of intelligent TeamCall.

Feature	Description	Benefit
Virtual Team Working	Team members are intelligent Number (iN) or intelligent Assistant (iA) users and are able to work as part of a team irrespective of their location.	Supports flexible, location independent working. Operates over any network to any device.
Distribution of Calls	Calls can be distributed to a team member in one of two ways: priority (linear) or round robin (circular).	The way in which calls are allocated can be matched to a team’s particular requirements.
Support for Multiple Team Numbers	Any number of teams can be set up, each team being associated with its own telephone number for inbound calls.	Enables unlimited number of teams to be created to support organisations of any size and structure.
Multiple Team Memberships	iN or iA users can be members of any number of teams. They can be automatically registered to their teams when registering available to their personal number or can register available to specific teams as appropriate.	Provides an adaptable solution to fit specific needs of the organisation.
Whisper Transfer	On answering a call for a team, the team member is informed of the name of the team called.	Allows users to distinguish between calls to their personal number and a team, enabling them to answer appropriately.
Team Mailbox	Where call queuing is not available and calls remain unanswered, the caller is able to leave a message in the team voice mailbox. Team members can be alerted to the arrival of new messages and access the team mailbox using TeleWare Web Assistant.	Ensures all calls are dealt with and saves callers from having to call back again.