This article is for Aircall’s old Dashboard which most Admins have been migrated away from. For information on Aircall’s new Dashboard, please click here.

When using Aircalls’ Team Feature you can organize, filter, and group together your agents so that your customers are adequately served based on their needs.

You can create teams and organize them based on language, role, skills, etc., and assign them to the call distribution of your lines. Using the Team Feature also allows you to establish how calls will ring to the team and if you’d like to utilize a queueing option for your customers.

Let’s get started on creating a team. Aircall Administrators can create and edit teams from the Dashboard.

  • Log in to your Dashboard.

  • Click on Team located on the left-hand navigation menu.

  • Select Create Team or User located in the green box in the upper left-hand corner.

  • Choose a name for your team.

  • Add as many teammates as you'd like *(if you are subscribed to the Essentials plan you will be limited to three only).

  • Click on Create the team to finalize.

Once you’ve created your team, you can easily add them to the Call distribution of any number and establish the ring rule and queue time.

Can I continue to use a cascading system?

Absolutely, simply include an individual user or team in your call distribution. Users and Teams can be alternated and you can define the ringing order with a simple drag and drop to personalize.

How do I manage my queue length?

Adding a queue to your line is only available through utilizing the Team feature. You can decide if you would like your customers to stay in the queue loop within each team for 20 seconds, one, three, five, ten, fifteen, or forty minutes...depending on your business needs.

Please keep in mind that if you alternate between individual users and teams in the distribution, the queue time will only be applicable to the teams. Calls will ring to individual users for a standard time of twenty-five seconds*.

*not adjustable for individual users.

What does it mean for you to not use the queuing option?

If you decide not to utilize the team feature, then you'll only have the standard call distribution with individual users cascading through at 25 seconds.

Is there a limit to the number of people I can create within a team?

There is no limit or a minimum number of users within a single team. Your team can be composed of one person or include your entire roster. This gives you the flexibility to define queue length and distribution for as many users as you like.

However, if you are subscribed to the Essentials Plan, please note that you will not be able to create more than three teams.

What are the different types of distribution for a team?

Aircall offers the option for your calls to ring 'simultaneously' (or all at the same time) to all available teammates. If you choose this option and your queue is 1 minute long, an incoming call will ring for 1 minute, simultaneously, to all available agents.

You can also choose for calls to ring in a 'random distribution'. If you choose this option and your queue is 1 minute long, an incoming call will randomly ring to an available agent within the team for 25 seconds before moving on and pinging to the next available agent in the group.

Please note that it is currently not possible to establish the order in which team members are pinged when using this feature.

Finally, Aircall offers the option for your calls to ring to the user with the longest 'idle time'. If you choose this option and your queue is 1 minute long, an incoming call will ring, for 25 seconds, to the user who has been idle for the longest amount of time before moving on to the user with the second longest idle time.

My team works in different shifts, what are the implications?

You can set the working hours of a team to determine when they will receive calls. You can also create different teams or split up a larger team into smaller teams to make sure all service hours are covered.

Are there any specific configurations for IVRs?

If you’d like a team to be able to place calls from an IVR line, please make sure that a number is set to a classic number so that you can assign the team to the outgoing calling only, then switch the number to an IVR number and establish your menu options.

Check out our guide on understanding call routing if you're still unsure about the best way to set up your call distribution.

For more tips on how the teams feature can help you limit call rollbacks during transfers and significantly reduce missed call rate, please check out our blog post.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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