Creating & Managing Teams

Setting up teams is vital to ensuring that Callingly works to get your lead to the right person at the right time. This article details how to create and manage Teams. From availability schedules and time zones to the number of times we try each Team before sending the lead to a Fallback Team, you'll find the info here!

Create A New Team

If you're creating your first Team in Callingly, you'll want to start from scratch. But if you already have a Team, you can have the choice to start fresh or to duplicate one of your existing teams.

Starting from scratch means your Team will receive all the default settings. Duplicating a Team will carry over the settings from the original team. You can still edit those settings, but duplicating makes it easier if the new Team only differs slightly from the original.

We discuss how to create and duplicate Teams below. After creating a Team through either method, you'll want to edit the Team Settings.

Create a new team from scratch

You'll create a new Team from scratch from the Teams panel of your Callingly account.

1.

Click the New Team button in the page's top right corner. A panel will slide open on the right side of the screen, listing all the users in your account.

2.

Give the Team a name. Type a team name in the text box provided. This is for internal use only — your leads won't see it — so be sure it correctly identifies the team for easy use in the future.

3.

Decide how to route your team. Under the Call Routing header, you can toggle the routing to Round Robin or Simultaneous.

• Round Robin. Callingly will call one user at a time within the same priority group until one picks up. Callingly will automatically rotate the order of who gets called first within the priority group to ensure a fair spread. Priority will always begin with group one.
• Simultaneous.* Callingly will call everyone in the same priority group at the same time. The first user to answer gets the lead.

tips_and_updates

Tip: This can be changed later, so don't fret about which one to choose!

4.

Select Users for the Team. Check the box to the left of the name of each User who you'd like to include in the Team. Check the box to include a user and uncheck to exclude them. To add all users to a team, click the checkbox above the user list.

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Note: Users are not limited to one Team. Every user can be on as many Teams as you need, so break these Teams up however you deem best.

5.

Give each user a priority. Use the drop-down menu to the left of each checkbox to assign a priority to each user on the Team. Round Robin routing will occur inside each priority group, starting with ones, then twos, and so on. The simultaneous method will call all the ones, then the twos, etc.

*The default setting.

Duplicate an existing team

If you have at least one Team in your account, you can clone that Team instead of starting from scratch. We call this Duplicating. You'll duplicate a team from the Teams panel of your Callingly account.

Click the content_copyDuplicate icon to the right of the team that you'd like to clone. You'll see a green success pop in the top right corner of the screen telling you Team duplicated!

The team will be copied exactly, including all users and settings, and given the same name as the original Team with (copy) behind it.

Manage Teams

Edit team settings

If you've just created a new team, you'll want to be sure that the team settings are precisely how you want them. After all, that's part of ensuring your lead reaches the right person at the right time. Team Settings is also where you'll head if you need to update something about your team's setup.

To access the settings for a Team from your Calling dashboard:

1.

Click Teams in the left navigation menu.

2.

Click settingsthe gear icon next to the name of the team you'd like to work with.

You'll be presented with a list of the following options. Change all or none of them. Whatever you like!

Add or remove users in an existing team

Perhaps you've made new hires, or you've had a bit of turnover recently. You'll need to ensure that Users are added to — or removed from — the correct Team(s). To change the Users associated with a particular team from the Teams page of your Callingly account:

1.

Click the group Users button next to the name of the Team you'd like to edit.

2.

Select or deselect Users for the team. If the Users don't yet exist in your account, you'll need to add them first. You can learn more about how to do that in our Creating & Managing Users article.

3.

Give each User a Priority. Choose between 1 and 10. Users can have the same priority as one another.

4.

Click the Save button to save your

Set a primary team

If you have multiple Teams, you'll want to choose one as the Primary. The Primary team serves as the default team for assignment if a lead is not otherwise assigned to a team. To change the primary Team from the Teams page of your Callingly account:

1.

Click the more_horizMore button to the right of the team you want to choose.

2.

Click Make Primary. A green success popup will appear at the top of the screen, telling you Primary team creation was successful.

Delete A Team

There are many reasons you might need to delete a team — perhaps you did away with a specific department or were simply testing out settings. To delete a Team from your account, from the  Teams page of your Callingly account:

1.

Click the deletered trash can button next to the team you want to delete.

2.

A popup will appear at the top of the page saying:

callingly.com says: Are you sure you want to delete this?

Press OK to delete the team, or press Cancel to change your mind. If you choose OK, a green success popup will appear at the top of the screen, telling you Team deleted!

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Note: You can only delete non-primary teams. Choose a new primary team before deleting a primary team.

Pro-tip

Double your retry time by using the same team as the fallback team.

This will effectively leave the lead in the hands of the original team it was assigned to. The Retry schedule will repeat a second time in the event no users were available during the first round.