Team lines
A team line is one part of your business that callers can reach, such as Sales, Support or Billing. Each team line has its own queue, schedule, languages, voicemail and reports.
Create a team line
Section titled “Create a team line”- In the portal, go to Team Lines and choose New Team Line.
- Pick a template, or Build a Custom Team and give it a name.
- Choose which office the team line is for, and its language and voice.
- Choose Create Team.
Inside a team line
Section titled “Inside a team line”| Tab | What it’s for |
|---|---|
| Overview | Calls in the menu, waiting in the queue and live now, who’s online, and call charts for the last day or weeks. |
| Inbound Flow | The path a caller takes, in each language, and what they hear along the way. |
| Web Calls | The website widget for this team. |
| Reports | Call volume, queue performance, agent performance, missed calls and call details. |
Shape the caller experience
Section titled “Shape the caller experience”In Inbound Flow, select a queue and open Caller experience:
| Setting | What callers get |
|---|---|
| Choice Confirmation | A short confirmation of the option they chose. |
| Recording Notice | A message that the call may be recorded. |
| Messages Before Hold | Anything they should hear before they wait. |
| Announcements | Informational, marketing or incident messages. See Announcements. |
| Hold Music | Phone-optimized music instead of silence. |
| Position Updates | Their place in line, every so many seconds. |
| Callback | The option to press 1 and be called back instead of waiting. |
| Web Call Links | Call Links that reach this queue. |
The Line settings bar sets routing, agents, roles and voicemail for the team.
Add another language
Section titled “Add another language”Choose Add another language to give the team a second or third language, each with its own greetings, voice and voicemail. See Languages and voices.