> For the complete documentation index, see [llms.txt](https://docs.pascom.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pascom.net/en/user/pascom-app-userguide/teams-callqueue.md). # PASCOM Teams - Working with call queues Learn all you need to know about PASCOM teams and working with queues ## Trainings Video {% embed url="" %} ## Overview PASCOM teams are basically queues. A place where your customers stay until a user/agent answers the call. If you are a member of a team e.g. **Sales**, you will receive calls from the queue in addition to your personal calls. ## Open a PASCOM team In your **contact list** you will find the **team** of which you are a member, and you can open the queue with a **click** on the team. e.g. **Support**. ![open PASCOM Team](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-d1ab0a00515653dc20bf5bb574786ce69ba69a51%2Fopen_teams.jpg?alt=media) *Open a PASCOM team via the contactlist* {% hint style="info" %} The **Team-Office** you see in the contact list has a red signal and at the same time shows you that you are **no member** of this queue and therefore cannot view any data. {% endhint %} ## Overview of a PASCOM Team In the queue overview you will find your colleagues as well as tabs and menu items with additional functions. ![Overview PASCOM Team](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-08ce73e8e05ae1f4b03a8470629a51cffab6bafa%2Foverview_teams.en.jpg?alt=media) *Overview of the PASCOM team* 1. In the **active green area** you will find colleagues who are actively logged on to the queue and receive calls. In addition, you can see the current **call status** by means of the **handset icon**. 2. In the **deactivated grey area** you will find colleagues who have logged out of the queue and do not receive calls. In addition, you can see the current **call status** by means of the **hearing icon**. ## Log in to the team Users in teams, can be **flexible** or **fixed** members of a queue. If your system administrator has set you up as a **flexible member**, you can log on and off the queue and thus switch from the **active** to the **disabled** area. 1. Use the **Login - / Logout** button to log in and out of the team. ![Log in and log out from the team](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-2916b7c9648190284497505fb37ab2a0459e6b45%2Flogin_teams.en.jpg?alt=media) *Log in and log out as a flexible member of the team* ## Pause work in a team On the PASCOM telephone system, **pause reasons** can be defined that you can use to temporarily not receive calls from the queue. e.g. **coffee break** or **postprocessing** etc. 1. Click on **pause** and select a **Pause reason**. ![Pause work in a team](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-3db6debf314140c0a0e7859fcd3c84e92f8a5b1a%2Fpause_teams.en.jpg?alt=media) *Take a short break from working in a team* ## Waiting callers Click on the **Tabs** on the **Callers waiting** item and you will get an overview of callers waiting in the queue. You will see the phone number, the name (if there is a phone book entry) and the waiting time. ![Waiting callers in the Team](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-3980a9d65f4a805d713241c73591aa58f69b2bdf%2Fwaitingcall_teams.en.jpg?alt=media) *Show waiting callers in the queue* ### Pick up waiting callers If the automatic call delivery is not fast enough for you or you want to pick up a caller before a colleague from the queue, you can **pick up** the call. 1. To do this, click with the **right mouse button** on the waiting caller you want to pick up. Then select **pickup call**. ![Pick up waiting callers](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-b29665d05735521f070d58bc699077f9e492a3b2%2Fpickup_teams.en.jpg?alt=media) *Pick up waiting callers* ## The Team-Journal The functions of the Team Journal are explained in the following [Tutorial](/en/user/pascom-app-userguide/call-history.md#use-team-journal). ## Log in or log out team members as supervisors The PASCOM telephone system offers supervisors the ability to flexibly manage members of queues. With the supervisor permisison, you can easily log team members in and out, depending on requirements and availability. Your administrator must assign a user the [Supervisor Permission](/en/setup/user/role.md). * In the list of members in the queue, search for the team member you want to **log in or log out**. * Click with the **right mouse button** on the name of the member. * A context menu with several options will appear. * To log the member in, select the **Login** option. * To log out the member, select the **Logout** option. ![Log team members on or off as supervisor](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-7f54fec08dc60492a7cd843d5ae30ec208245fbb%2Fsupervisor-login-logout.en.png?alt=media) *Right-click to log team members in or out* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.pascom.net/en/user/pascom-app-userguide/teams-callqueue.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `build a script that syncs our docs to a CMS` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.