In the General Information tab, you can configure settings related to Identification, Caller ID, New Agent Settings, and within it, Default Status Timeouts. Settings labeled default will be applied to new Agents when they are created. An Agent's individual settings can be adjusted later, if necessary.

To access the Teams General Information

• Follow the instructions given in Teams: Introduction. The General Information tab appears open by default on the page's right panel.
  

Identification

• Name: A name to identify the Team as will be seen throughout UNIVERGE BLUE® ENGAGE

Caller ID (dial out)

• Calling Name/Number: (Optional) A list of names and correspoding numbers to use as the Caller ID information that pops up when an Agent dials out (i.e., the name and number that will be seen on a customer's call display)
  Important

  • The option Not Specified causes a system-wide setting to be used in the General page of Admin Portal
  • If a Caller ID is not included in the list and you're certain it should be, contact your Partner for help adding it
• Configure additional caller IDs: Helps configure additional numbers. Click it to display a page with names and corresponding numbers. Then click to select one, some, or all of the checkboxes, and click Update. The numbers you selected will appear in the Calling Name/Number list.
  
  FMI For more information on how to configure additional caller IDs, see Additional Caller IDs.

New Agent Settings

• Location: The Team's location, when more than one Office has been configured for the account
• Supervisor: The Team's supervisor. Used with the Classifications (Flagging Reasons) or WorkForce Management add-ons. Contact your Partner for more information
• Initial in-call status: The default Agent status in the UNIVERGE BLUE® ENGAGE Agent applications when the Agent logs on. The options are: Not Ready, Available, Accept Internal Calls, Busy – On Break, and Busy – Other
• Status timeouts: The thresholds, or what is considered an acceptable amount of time, for an Agent to remain in a status. When a timeout threshold is reached, the time in the Agent's UNIVERGE BLUE® ENGAGE will turn red as a visual alert. The Agent's name will also turn red on the Monitoring page of Admin Portal.
  TIP

  • Any changes made to the timeout threshold can take up to an hour to come into effect, and will apply to all calls currently handled by an Agent
  • Times MUST be entered using the 24-hour format (hh:mm:ss)
  • Not Ready: The UNIVERGE BLUE® ENGAGE Agent application has been launched or a dial-out has been cancelled
  • On-Call: The Agent is on an inbound or outbound call
  • Wrap-up: The Agent has completed a call, email, or chat
  • On-Break: The Agent has selected the Busy – On Break status
  • Other: The Agent has selected a custom activity from the UNIVERGE BLUE® ENGAGE Other status list
  • On-Hold: The Agent has placed a call on hold using UNIVERGE BLUE® ENGAGE. The default timeout is set for five minutes. When a call is retrieved from hold, the timer for "on-hold" resets. If the Agent places the same call on hold again, the timer starts from zero.
    TIP The On Hold event alert takes precedence over all the other alerts. Regardless of the threshold setting, any call placed on hold will show the In Call – On Hold status.
• Force to Available after timeout condition when in Not Ready, or Wrap-up: When selected, UNIVERGE BLUE® ENGAGE automatically changes the Agent's status to Available when the threshold is reached for Not Ready or Wrap-Up.
• Apply timeout settings: Applies the Team's timeout settings to all the Agents in the Team. Click it. A confirmation dialogue box appears.
  

• Enable Call Forcing to auto-answer calls from queue: When selected, the system will automatically answer inbound calls, callbacks, and scheduled dialouts for a team of Agents using UC+CC.

- Updated on November 18, 2024

All Content in the Teams & Agents Series

Click the arrow(s) to open or close the tree branches.

• Teams & Agents: Introduction
  • Teams: Introduction
    • General Information
    • Security
    • Skillsets
    • Members
    • Chat
    • Music on Hold
    • Time Zone Settings
    • AI
    • Adding New Teams
    • Managing Existing Teams
  • Agents: Introduction
    • General Information
    • Security
    • Change Password
    • Skills
    • Schedule Manager
    • Time Zone Settings
    • AI
    • Finding an Agent