How can I create a team in Hipcall?

How to create a team

Follow these steps to create a new team in your Hipcall account:

• Go to "Teams" under the Phone system section in Settings.

• Click the "New" button on the right side of the page.

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1. General information

• Enter a name and internal extension number for the team.

• To play a welcome announcement before connecting, set "Welcome announcement" to "Yes" and upload your audio file.

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2. Users

• Select which users will be part of the team.

• Choose a call distribution strategy:

  • "Random": Routes the call to a random online user.
  • "Least": Routes the call to the user with the least talk time.
  • "Priority": Routes the call based on a predefined user order.
  • "Ring all": Rings all users simultaneously.

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3. Queue position

• To inform callers of their queue position, set "Announce queue position" to "Yes", then choose the interval and language.

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4. Callback

• Allow callers to request a callback if they don’t want to wait in the queue.

• Define the key for triggering the callback and the action (task or email).

• Click "Save" to add the call group.

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5. Queue timeout transfer

• To transfer callers after a long wait, set a timeout duration and choose the internal extension to transfer to.

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6. Auto tag

• This feature is available only to subscribers using call tagging and notes.

• First, define tags under "Tags".

• Then select the tag from the auto tag menu in the teams page and save.

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7. Customer satisfaction survey (CSAT)

The CSAT feature is available only in the Hipcall call center product. Customers using the basic PBX package must upgrade to access it.

• CSAT allows you to collect feedback using a 1–5 rating scale. When enabled, callers can opt into the survey before being connected, and it will be triggered at the end of the call.

• For more details, see "CSAT article".