Teams call routing

TeamManager Advanced routing and reporting for Skype for Business

Utilize Skype for Business to automatically distribute chats, voice and video calls to available employees within a department or group. TeamManager adds advanced routing and reporting capabilities to the Microsoft communication platform. Thanks to the seamless integration into Skype for Business, employees use their familiar client to take calls and answer chats which minimizes training and maximizes the value of Skype for Business.

Smart routing
  • Use of SfB presence
  • Fast setup
  • Routing to teams
Productivity
  • Workload distribution
  • SfB as single interface
  • Minimal training
Customer experience
  • Short waiting times
  • High first contact resolution
  • Free choice of communication channel

Highlights

Teams Advanced routing reporting
Dashboard

The dashboard gives detailed answers at a glance to enable informed decisions to adapt processes and manage staff members to meet customer service requirements.

Teams Advanced routing opening hours
Opening hours

No more IT-support: Within seconds, team leaders can change opening hours themselves in the user-friendly web interface.

Teams Advanced routing report
Workflows

Team leaders can change greetings, transfer destination outside opening hours, hold music, maximum caller wait time and more to allow real-time customer service changes.

Contact us

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Selected features

Routing & queueing
  • Call queue
  • Presence-based call distribution
  • Longest idle
  • Simultaneous ring
  • IVR menu
  • Voicemail
  • Predefined call flows
End user
  • All calls handled inside Skype client
  • Users can opt in and out of teams
  • Same user experience as Skype calls
Advanced routing reporting TeamManager
Reporting
  • Dashboards
  • Historical Reporting
  • Data export to Excel
  • Templates for Power BI
Advanced routing admin
Administration
  • Changing Opening hours
  • Changing of greetings
  • User management in Teams client
  • Adjusting of forwarding targets
  • Centralized management of user availably
  • Role-based access
Remote Contact centre

You need more?

Do you need more, such as complex call forwarding, CRM integration or real-time reporting? LUCS, our comprehensive customer service solution for Skype for Business, delivers these and other features for your contact center.