What is a Team and Why is it Useful?
A team is a group of employees with expertise in a certain aspect of a company. If you have a group of experts, for example a sales team, who need to be easily reachable by customers, but you are not sure which expert will be available at which time, or which expert will have the best expertise for certain questions, then a team is the perfect thing for you to use. It allows customers to easily connect with team members at the click of a button, and it allows employees to add other employees to the call if they need someone with different skillset/knowledge.
When you purchase a team, you receive an array of features.
- Custom urLive URL – purchasing a team creates a custom URL at url.live/TEAM_NAME
- Free Team Page – the URL gives you a free, customisable team page, which displays the team name, description, members, and availability. Team availability is displayed as a conjunction of the availability schedules of all the team members. This page also includes buttons to call the team via video, audio, or instant messaging.
- Redirect URL – if you do not want the team page to display to the public, you can set up a redirect URL which redirects traffic from the team URL to a web page of your choosing.
- Call Group – purchasing a team allows you to select a group of employees who receive team calls. Through a single call link, all members of the call group receive a call on their urLive dashboard. This way, customers can call a team for assistance, without having to call a specific person.
- Call groups can be notified of the call simultaneously, or in an order of your choosing.
- Once a team member picks up the call, the calls to other team members disappear. After picking up, other team members can easily be added to the call.
- Power URLs – by adding certain suffixes to the team URL, customers and members can access certain team features. Suffix options include:
- url.live/TEAM_NAME/Video – calls the team using video call.
- url.live/TEAM_NAME/Audio – calls the team using audio call.
- url.live/TEAM_NAME/IM – requests an instant messaging chat with the team.
- url.live/TEAM_NAME/Schedule – opens the page for scheduling a call with the team.
- Custom Information URLs – these URLs start calls (video, audio, or IM) with the team, while providing the team members with additional information; for example, the location of the caller, or the marketing campaign the caller is responding to. For example, a retail fashion store with two locations, one in New York and one in Los Angeles, could set up separate Custom Info Links for each location.
- Custom Redirect – these custom info URLs also have the option of adding a custom redirect link, so that once the call ends, the caller is redirected to and external link of your choosing. For example, callers from NY could be redirected to the NY store page once the call ends, while callers from LA could be redirected to the LA store page.
- Kiosk Mode – this feature of custom information URLs allows you to set call end timers, which cancel the call after the team member has left the call. This feature is optional, and the length of the timer is customisable. This feature is especially useful at in-store kiosks, where customers often forget to hang up once the employee leaves the call. For example, the NY and LA store locations could each have a kiosk, allowing customers to contact fashion consultants at the click of a button.
What Does it Mean to be a Team Member?
In order to be a team member, an employee must have a urLive account. Employees receive team calls through their dashboard. On the employee side, team calls are differentiated from personal calls by simply the name display at the top of the call card – personal calls display their urLive name, and team calls display the team name. Team members also have access to the team page, where they can see important information such as the team availability schedule and directory of team members.
The functionality of teams allows each employee to be a part of multiple teams through this single urLive account. All calls come in through this account, where there is a single dashboard through which to manage all team activity. This way, employees can handle multiple job responsibilities in a clear and organised way through a single dashboard.
For an example and more in-depth look at what it means to be a team member, see the Being a Member of Multiple Teams article.
Getting Started with Teams
This section includes links to in-depth help articles to help you get started with a team. Follow the steps in these articles to set up and learn how to use a team.
Setting up a team
- The first step in creating your team is to purchase and activate a team through your personal urLive account.
- Next, you can invite members to your team. You can only invite users with urLive accounts to your team. if you want to invite someone to the team who does NOT have a urLive, you can invite them to create a urLive account here via the Invite Friends button on the your urLive dashboard (see the aformentioned article for more information on how to do this). Members who accept team invitations are upgraded to urLive Pro accounts at no extra cost. Once that member leaves the team, they are downgraded back to a free account.
- The next step is customising your team settings.
- As an admin, you can change the settings of other members, including their call notification time, and their team status (member or admin).
- If you would like your team page to be viewable by the public, you can customise your team page.
- Alternatively, if you would like visitors to the team URL to be redirected to an external web page, instead of the team page. you can set up a redirect URL.
- You can also customise the call page that customers will see when waiting for a team member to pick up.
- The number of members in a team is set by default to six, but it is simple to add more team seats if needed.
Using a Team
- Learn about the different ways people can call your team.
- Learn about a team member can pick up the call.
- The order in which team members are notified of the call is customisable by team page administrators.
- Team members can also change their own call notification delay time.
- Learn how team members can transfer calls to (or add) other team members.
- Learn how to set up Custom Information URLs, in order to have calls augmented with extra information such as location or promo response, set up custom redirect URLs after the call ends, and/or set up a call end timer.
- Learn how to Access Chat Histories and View and Export Call Data. Data available for exportation includes the caller, the time of the call, the description of the call, the call receiver, the call type (video, audio, instant messaging), the call status (missed or completed), custom URL info, and the IP address.
Team Setup and Use Example
For an exhaustive example of how to set up and use a team page, please see the Team Example article.