Team Settings

Teams are common settings that can be enabled for groups of users in your account. Phone settings configurations can be used to allow for custom wrap-up panels and define how the softphone behaves for each agent.

Team Settings are available on Sales Engage, Enterprise, and Connect Plans.

Creating a Phone Settings Configuration

1) Navigate to Settings → Team Settings.

2) Click New Settings on the right side of the toolbar.

3) Enter a name for this phone settings configuration.

4) If agents assigned to this configuration need to be able to access the list of contacts in your account, check the box labeled "Allow agents to access contact list."

5) In the Answering Calls section, choose whether to allow agents to ignore calls (using the ignore button).

6) Click answer on notification click to allow agents to answer calls by clicking on a desktop notification.

7) Click auto-answer

incoming to auto-answer calls for agents that are in accept calls mode.

8) Logout All allows agents to simultaneously log out of all available queues. 

9) Answer Lock will only allow the agent who is connected with the caller to be presented with the contact details on answer. 

10) Use the Desktop Notifications section to customize the on-screen pop-up that displays for incoming calls. You can customize the notification title, body, and duration (how long it will stay on the screen before automatically disappearing).

11) Use the Auto-load Panel drop-down to select which call detail panel will appear by default when a call is answered. Choose from the following options:

• Default panel (will display the contact panel if no call script is configured)
• Contact panel
• Call Scoring panel
• Salesforce panel (if the Salesforce integration is enabled)

12) In the Making Calls section, you can assign a Contact List as a Custom Do Not Call List, preventing this Team from making outbound calls to the people on this list. You can also enable Best Match and Outbound Campaigns. Note: Legacy Phone Settings refer to the V1 Softphone. 

1. Scroll to the Making Calls section.
2. Expand the Advanced Dialing Options. 
3. Click the Enable Best Match checkbox. 

To limit the number of Tracking Numbers used in Best Match, you can create an Outbound Campaign in your Team Settings. 

1. Click the Use Best Match Campaigns toggle.  
2. Click the Manage Outbound Campaigns link.
3. Click the New Outbound Caller ID Group button in the top right corner.
4. Add a Name, then Save Changes.
5. Click Edit Assigned Members, select the Team you want to add, then Save Changes.
6. Click Edit Assigned Tracking Numbers to assign the Tracking Numbers you want to use in the campaign, then Save Changes. 
7. Save Changes again.
8. Return to your Team Settings > Making Calls section > Legacy Phone Settings and click Edit Assigned Outbound Caller ID Group. 
9. Click on the name of the group to assign, then Save Changes. 
10. Save Changes again in your Team Settings.

Softphone V2 Settings ( Salesforce OpenCTI) 

These options are only available when using the embedded phone. Useful for Salesforce and other embedded CRM applications.

You can enable this new phone as the default by navigating to Account Settings and toggling on "Upgrade to the Latest CTM Softphone."

When Use dial from list is toggled on, the following options become available:

Steps to add Dial Numbers:

• Expand the Softphone V2 Settings (Salesforce OpenCTI) drop-down.
• Toggle on Use dial from list.
• You must click Save Changes to access Edit Dial Numbers.
• Once the Teams Setting is saved, go back to the Softphone V2 Settings (Salesforce OpenCTI) options.
• Click Edit Dial From Numbers.
• Select the Tracking Numbers from the left box to assign allow the agents to use these numbers for outbound calls (if the agents have existing an Outbound DID assigned to their profile, these should be included as Dial From Numbers).
• Click Save Changes.

13) An Outbound Lambda can be added to modify the outbound caller phone number and tracking number selection, play a whisper to the agent before dialing, or prevent the agent from dialing. 

14) In the Phone Buttons section, you can show or hide actions in the softphone. By default, the Transfer, add, Party, and Call Scoring buttons are enabled. Uncheck the boxes to remove any options you wish to hide from the softphone.

15) Manage Quick Links allows you to select the Calls and Texts quick links by selecting saved filters and overriding the labels for the two quick links included in the Desk Mode interface. 

16) In the Phone Settings section, you can customize which softphone features are enabled for agents. 

• Allow agents to customize their phone settings. 
• Allow agents to set their own receiving number.
• Allow agents to view all text messages in the account - When enabled, one agent can pick up a text conversation where another left off.
• Allow voicemail.
• Allow voicemail transcription.
• Limit Agent Statuses - limit the statuses available to agents using the softphone (V2 only). You can adjust the full list of available statuses in account settings. Note: The Ready status cannot be removed. 
• Allow agents to disable WebRTC.
• Reset Agent Device on Logout - When enabled, agents that explicitly log out of the mobile app will not receive incoming phone calls or text message notifications. 
• Show Active/Suggested Contacts - For busy centers, you may disable the active/suggested contacts list for managers who can see all activity when using the pop-out or embedded phone. Desk mode is not impacted by this setting.
• Show 'Team View' in main menu. 
• WebRTC Settings

17) Click to enable Hold & Transfer if you wish for transferred calls to be taken over by the receiving agent. Leaving this off will require the initial agent to remain on the call for the call to stay active.

18) In the Missed Call section, choose what you would like to happen for agents who miss a call. By default, the agent will be left in accept calls mode. Use the drop-down menu to change this to Stop Accepting if you prefer to remove agents who miss calls from accept calls mode.

19) The Wrap-up (After Call Work) section enables you to direct agents to a custom panel after a call has ended. If you have created a custom panel, use the Wrap-up custom panel drop-down to select the custom panel to use for post-call. 

20) Use the After wrap-up drop-down to determine whether the agent will be automatically returned to accept calls mode after completing wrap-up. By default, the agent will be set back to accepting calls. Use the drop-down menu to change this to Available, Not Available, or  Previous State. Note that Previous State will only put the agent in Available or Not Available rather than a custom status. 

21) Click Save Changes.

                                                                                                    

22) Click Edit Assigned Agents to select which agents will use this phone settings configuration. Each agent can only be assigned to one phone settings configuration.

23) Click Save Changes.

24) The Dial Directory will ask the caller to say the name of the agent they want to speak to:

• It will match the names to users who are assigned as members of the team
• Dial Directory can be set as a routing object from the tracking number under call routing
• Dial Directory can also be set as a routing object from voice menus

25) Click Save Changes.

26) In the Message Responses section, you can set up pre-written responses to chats and texts.

27) Assign Members to choose the users whose softphone should access these settings. To do this:

1. Navigate to Settings > Team Settings > Members.
2. Click on the Edit Assigned Members button.
3. Click on Agent names in the Available Agents column to move them to the Assigned Agents column.
4. Click Save Changes.
5. Choose an Access Control Group if needed.
6. Click Save Changes again.

NOTE: Agents can only be a member of 1 team. If you add a member to this team and are currently in another team, they will be removed from the other team and added to it.

28) Assign Managers to choose the users who have access to monitor agents' phone calls.

To do this:

1. Navigate to Settings > Team Settings > Managers.
2. Click on the Edit Assigned Managers button.
3. Click on Agent names in the Available Managers column to move them to the Assigned Managers column.
4. Click Save Changes.
5. Choose an Access Control Group if needed.
6. Click Save Changes again.
7. Click the Edit Assigned Queues button to allow non-administrator team managers to access agent assignment within the assigned queues.

Note: To Limit managers to only activities from their team members, click the Limit Access to Activities & Users checkbox. Additionally, managers and members cannot see other users in the account.

29) Click Save Changes.