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Team Manager Increases the availability of Teams and employees.
Reduces the administrative burden on organizations.

Welcome to Team Manager

Lync does not inherently feature the concept of team management. For instance, it is not possible to define team contacts for IM, voice, audio, video, and app sharing. No team activity reports are generated. Team availability, based on the status of the members, is not shown either.

TeamManager from Luware fills this gap and offers a range of other valuable functions for organizations. The following illustration provides an overview of the architecture and functions of TeamManager:

 

Features

Besides the features listed above, the TM differs from the Microsoft ResponseGroups in several ways:

 Response Group (RGS) *TeamManager
Service AvailabilityNo Presence InformationDynamic Status of the Team
Supported ChannelVoice onlyAll Skype for Business Channels (IM, Voice, Video, Collaboration)
Direct Calls / Forwarding to TeamManuellAutomatically
Interactive FunctionsVoice based ACDSimple Voice- und IM-based Messages
Reportingnot availableWallboard, Excel
UsagePhone ServerServer Applikation
LicensingIntegrated in Skype for Business / LyncAccurate Team- and Memberlicensing based on functions
LimitationLimitation per Pool
1200 RGS Agenten
400 Hunt- / 200 IVR Gruppen
High scalability
> 5000 Team Members per Pool
> 1000 Teams per Server
AdministrationNo RGS Manager (in Lync 2010)Team Administration
Opening HoursManage on WebsiteManage in Outlook
Voice MailVoice MailConversation Mail (also for Chat)

Team Presence

The configured contact-objects for your Team are being shown as Lync contacts in your contact list. Based on the aggregated presence of the individual team members, you can see whether agents are available or not, at any time.

Team and Service Call Group

Choose the desired operation mode from the following available Options:

TeamServiceOnly

This is the conventional configuration for teams. An endpoint is created for the team that can be addressed via Lync. This team endpoint then distributes the calls to other members of the team. For example, someone calls the team number.

Then, the call is offered to a group member who is available.

This group member then either accepts the call, or the call is forwarded to the next available group member.

TeamCallGroupOnly

For this team configuration, no central team contact is created to distribute calls. Instead, the team acts as an overflow for unanswered, direct calls to individual members. For example, if a team member does not answer a direct call after a defined time period (standard workflow: 15 seconds), the call is offered to all available team members to answer (broadcast).

The call is assigned to the first team member who accepts it, and is terminated for the other team members. If a direct call is not answered, it can be forwarded to personal voicemail or another predefined Destination.

TeamService & CallGroup

This service type is a combination of both configurations. The team has a central contact for receiving calls, and the option for direct calls to be answered by another team member.

Opening Hours optional

The administration of opening hours for the different services is realised through Outlook calendars. Through OWA or Outlook, defined personell is allowed to manage opening hours, holidays etc. for the available Services.

LUCS_OpeningHours

Reporting optional

We differentiate between live and historical reporting. Live reporting shows the most important performance figures on a well-arranged, interactive website. The historical reporting can either be viewed via SSRS or excel, showing a wide range of KPIs for your Environment.

LUCS_Reporting

CRM Integration optional

Integrate your CRM or ERP application in a way, that allows you to see the current calling-party information directly in the corresponding Lync window. CTI is old-fashioned, business-integration is what we do today.

LUCS_CRM-Integration

Stand-by Duty optional

Never miss any calls outside of your business hours anymore. The intelligent stand-by-duty system is being easily configured through Outlook calendar entries and ensures that the call is finally answered by a human.

TM_StandByDuty

Download booklet

For more information about the TeamManager, please download our booklet as PDF: