Team Management

Corresponds to the classical call distribution configuration for TM. A call service and trusted application endpoint are created for the team, which can be called via SfB. This endpoint distributes calls within team members.

Team configuration for which no SfB endpoint is created. Instead, TM manages the SfB team call group for each team member.

Choose when direct calls to team members should be possible and distributed among the whole team member list.

Other team members will be notified and can accept calls instead of the original target.

Choose when you want individual team members as well as public-facing SfB contact which can be called directly. 

Other team members will be notified and can accept calls instead of the original target.

Name

Shows a unique name of a team in Active Directory Domain Services.

SID

Shows a security identifier (SID) that allows to identify an Active Directory team.

Team member BusyOnBusy in a call enabled

• Set to "true" to make incoming callers hear a busy signal if team members are already on another call. The phone will not ring on a receiver's end and the receiver will not be alerted .

• Set to "false" to let incoming callers reach team members even if they are busy on another call. The phone will ring on the receiver's end and the receiver will be alerted.

 Behavior of the flag depends on "TeamMemberFlagStatic'.The global setting can be changed on "Topology->" "Component Server" tab, select CIC server and change value for "TeamMemberFlagsStatic" flag.
The flag is not editable in TM Configurator and Team Manager FE if CIC system setting "TeamMemberFlagsStatic" is set to true. In this case CIC uses the settings of the global flag everywhere to initialize users.
The flag is editable in TM Configurator and Team Manager FE if CIC system setting "TeamMemberFlagsStatic" is set to false. In this case CIC uses default or user's settings of the global flag to initialize users.

Team member is busy selectable

Set to "true" to let a team member with "Busy" SfB state receive calls.
Set to "false" to make a team member with "Busy" SfB state unavailable for calls.
Behavior of the flag depends on ""TeamMemberFlagStatic".To change the global setting an administrator should open Topology-> "Component Server" tab, select CIC server and change value for "TeamMemberFlagsStatic" flag.

Team member is busy in a meeting selectable

• Set to "true" to let a team member with "Busy-In a meeting" SfB state receive calls.

• Set to "false" to make a team member with "Busy-In a meeting" SfB state unavailable for calls.

The flag is enabled if "Team member is busy selectable" is set to "true" otherwise it is disabled and its value could not be changed.
Behavior of the flag depends on "TeamMemberFlagStatic'.To change the global setting an administrator should open "Topology-> Component Server" tab, select CIC server and change value for "TeamMemberFlagsStatic" flag.

Team Name

Define a сustom name for a team in TM. A service created on the basis of this command inherits this name.

Branch ID

Define"Branch ID" value to group teams by their affiliation to a branch.

It serves as an additional identifier for searching and more usable team administration.

Trusted Application

Select with which trusted application the service will work.
 If a trusted application is changed during the call, the call gets terminated.
 Precondition: The trusted applications and trusted application pools should be configured earlier on TM Configurator -> Topology tab

SIP URI

A unique identifier that allows to reach a service using SIP devices such as Skype for Business. The SIP address must use the sip: prefix as well as a valid SIP domain;
for example:
SipAddress sip:kenmyer@litwareinc.com.

Telephone URI

Enter a global telephone number that will be assigned to the service.
Use the format "tel:+PhoneNumber" or "tel:00PhoneNumber".

Tel SIP URI

Enter a local telephone sip uri that will be assigned to the service.
Use the format " sip:ShortPhoneNumber " with or without the domain name.

Workflow Instance

Select the workflow instance which the service will use.
 Precondition: to be available in the dropdown, the workflow instance should be configured earlier on TM Configurator -> Workflow -> Workflow Instance tab.
Precondition: the workflow structure for the instance should be configured earlier on TM Configurator -> Workflow -> Workflow Structure tab.

Culture

Select culture to define in which language the announcements will be made.
(The same language should be used in Workflow Instances).
(Appropriate Microsoft Server Speech services have to be installed).

Service FWD SipUri1

Define a forward target that will be used by a service during a workflow instance execution.
The following formats are supported:

• sip:name@domain.com[;user=phone]

• tel:+PhoneNumber

• sip:name@domain.com

  To configure the workflow instance go to TM Configurator -> Workflow ->"Workflow Instance' and use "Forward" or "Blind Transfer" workflow elements.

  The following template should be used for the workflow element's "NumberToCall" property: tel:+00000000000

Service FWD SipUri2

Define an additional forward target that will be used by a service during a workflow instance execution.

The following formats are supported:

• sip:name@domain.com[;user=phone]

• tel:+PhoneNumber

• sip:name@domain.com

To configure the workflow instance go to TM Configurator -> Workflow ->" "Workflow Instance" and use "Forward" or "Blind Transfer" workflow elements.
The following template should be used for the workflow element's "NumberToCall" property: tel:+11111111111

Service FWD SipUri3

Define an additional forward target that will be used by a service during a workflow instance execution. 

The following formats are supported:

• sip:name@domain.com[;user=phone]

• tel:+PhoneNumber

• sip:name@domain.com

To configure the workflow instance go to TM Configurator -> Workflow ->"Workflow Instance' and use "Forward" or "Blind Transfer" workflow elements.
The following template should be used for the workflow element's "NumberToCall" property: tel:+22222222222

Direct Selectable

Select the SfB state the service will have if at least one team member is selectable.
It is recommended to choose the "Available" state.
The "Direct Selectable" state is shown when

• at least one team member is "Available"

• team member is "Busy" and in TM Configurator -> Agents -> Agents the "Agent in SfB State"Busy" is "Selectable

• agent is "Busy – In a meeting" and in TM Configurator -> Agents -> Agents the "Agent in SfB State" "Busy – In a meeting" is Selectable

No One Available

Select SfB state the service will have if all agents are offline.

In Time Selectable

Select SfB state the service will have if all agents are busy or away.

Team Choice Enabled

Set to "true" to allow team members of the team change their responsibility for the team service upon clicking on "Active/Inactive" button on TM FE "Team Choice" page.
Set to "false" to prevent access to the team on TM FE "Team Choice" page, so team members can not change their responsibility.

Create Team Member as Default

Set to "Active" to activate a team with already active new team members .
Set to "Inactive" to activate a team with inactive new team members .
"Create Team Member by default as" setting depends on "Team Choice Enabled" setting.

Set/Remove VoicePolicy (User Level)

Shows a list with user voice policies that are available on the SfB Server.
Choose the voice policy for the endpoint.

Set/Remove ExternalAccessPolicy (User Level)

Shows a list with external access policies that are available on the SfB Server.
Choose the policy for the endpoint.

Set/Remove OpeningHour Box

Select a mailbox from which the calendar events will be used.
The value is used for Stand By Duty or Opening Hours.
Precondition: Mailbox should be configured earlier on TM Configurator -> Topology -> Credentials tab

Set/Remove Service Voicemail:

Select a preconfigured recording definition and mailbox which will send recorded messages. Works along with a specific workflow instance.
The configurations for the feature work should be made also in
TM Configurator -> Services -> Recording
TM Configurator -> Topology -> Credentials

Use Recording Definition From Incoming Service:

Defines if for a call transferred to another service a recorded voicemail will be sent on behalf of initial or the last service name.
The option works only for calls that were transferred by a workflow with a Virtual Transfer activity.

Voicemail To

Enter the "To" address for voicemail. The recorded data will be sent to this email account.
The field is available only if "Set/Remove Service Voicemail" is assigned to the team.
Note : If To Recipients are not defined although there is a RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), the mail is not sent and an error is logged.
Note : If To Recipients are defined, but there is no RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Voicemail Cc

Enter the "Cc" address for voicemail. The recorded data will be sent as a carbon copy to this email account.
The field is available only if "Set/Remove Service Voicemail" is assigned to the team.
Note : If Cc Recipients are not defined although there is a RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), the mail is not sent an error is logged.
Note : If Cc Recipients are defined, but there is no RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Use Display Name in subject for Non Pstn Call

Set to "true" to make the agent see the name of the customer during the conversation.
Set to "false" to make the agent see the sip address of the customer during the conversation.
For customer calls via phone, the phone number is displayed.
By default, the option is disabled.

Publish as Automation

Set to "false" to make the service selectable as a Forward target in the SfB client.
Set to "true" to make the service not selectable as a Forward target in the SfB client.
Precondition: the service should be added to the SfB client contact list.

Simultaneous ring on DECT Endpoint (pager)

Set to "true" to allow agents get an audio call on secondary phone (pager) simultaneously with the main one when agents is not at the desk.
Set to "false" to disable this possibility.
Precondition: Broadcast WF should be configured and assigned to the service.
By default, the option is set to "False".

Tenant ID

A globally unique identifier (GUID) that is different than your tenant name or domain.

E.g. 00000000-0000-0000-0000-000000000000

Required when the team is registed with an O365 / Azure tenant. 

Name

Shows a unique name of a team in Active Directory Domain Services.

SID

Shows a security identifier (SID) that allows to identify an Active Directory team.

Team member BusyOnBusy in a call enabled

Set to "true" to make incoming callers hear a busy signal if team members are already on another call. The phone will not ring on a receiver's end and the receiver will not be alerted .
Set to "false" to let incoming callers reach team members even if they are busy on another call. The phone will ring on the receiver's end and the receiver will be alerted.
The behavior of the flag depends on "TeamMemberFlagStatic".To change the global setting an administrator should open Topology-> "Component Server" tab, select CIC server and change value for "TeamMemberFlagsStatic" flag.

Team Name

Define a unique name for a team in TM. A service created on the basis of this command inherits this name.

Branch ID

Define "Branch ID" value to group teams by their affiliation to a branch.
It serves as an additional identifier for searching and more usable team administration.

CallGroup Default Delay

Set the delay in seconds after which a call starts ringing all other team members.
The value will be added to SfB client of all available team members.

Fwd Default Delay

Set the delay in seconds after which a call will be forwarded to another number or to another contact.
The value will be added to SfB client of all available team members.

Fwd SipUri

Define a number or a contact to which an unanswered call will be forwarded.
The value will be added to SfB client of all available team members.