Customer service
Phone system

How to add a new team at Hipcall?

By creating new teams, you can handle calls in your call center easier. If you need to create a new team in your Hipcall account, please follow the steps below.

  1. On the top navigation menu, go to Settings.
  2. Choose Phone and then click on Teams.
  3. Click add team button on the right side of the page.
  4. Give your team a name and an extension number and upload an intro message that your callers will listen when they first reach the team.
  5. You can listen to hold on music on this page and if you need a different music, you can upload a new hold on music from your computer.

You can choose the users for the new team. You can include all users or choose the users manually.

Choose wrap up time, which is a period before transferring other calls in the queue right after the user’s call is over.

Choose a strategy for the team, when a call reached the team, it can be routed randomly, where system will send the call to a random online user, or you can choose less which means the call will be sent to the user who have the least spoken time. You can also choose a priority where you can define a queue of people who will take the call by order.

Optionally, you can activate line number feature to inform your callers in the queue. For example, they will know that they’re the third person in the queue etc.

Optionally you can activate callback feature which allow your caller to press a key, and this action will create a task in your account then you can call back the person for their request.

Lastly, click save to add the team.