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Teams group your members and numbers for routing, caller ID, and reporting. Manage both in Team → Teams & Members. The page has two tabs: Teams and Members.
Admins manage everything on this page. Supervisors can open it too, but some actions, such as Assign to team and Delete Member, are admin-only. Agents don’t see this page.

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Roles

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Create a team

1

Start a new team

On the Teams tab, select + Add Team. The Create Team dialog opens.
2

Name it and set an extension

Enter a Name, such as “Support”, and a Team Extension, such as 100. Calling the team extension reaches all team members.
3

Create

Select Create. The team appears as a card.
On a team card you can select Manage Team to open it, or use Actions to Change Team Color or Delete Team.

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Manage a team

Select Manage Team to open the team. It has four tabs.
Move every member to another team before you delete a team. Deleting a team can’t be undone.
A member belongs to one team at a time. Use Move to Team to change it.
Team detail page for a demo Support team on the Members tab with one supervisor and three members, and the Actions menu open

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Invite a member

1

Start the invite

On the Members tab, select Invite member.
2

Enter member details

Fill in First name, Last name, and Work Email. Choose the role under User permissions.
3

Assign a team

Under Assign member to team, pick the Assigned Team.
4

Set call recording and extension

Turn Call Recording on to record All Calls, Outbound Only, or Inbound Only. Set the Member extension.
5

Send the invite

Review the summary and select Pay and Invite. The member gets an email to set up their account.
Each member adds a monthly seat cost. The invite summary shows the amount before you confirm.

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Manage members

The Members tab shows counts for Total members, Active, Invite Sent, and Inactive. Select a count to filter the list. Each row shows the Member, Extension, Team, Role, Status, Devices, and Call Forward. The actions menu changes with the member’s status: Deactivate blocks the member’s sign-in but keeps all their settings. Delete Member removes the member and all related settings.

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Hand a seat to someone new

Use Edit profile to change a member’s name. If you change the email, the seat goes to a new person. The extension, team, call flows, devices, and queues stay as they are. The old login stops working right away, and the new address gets an email to set a password. Select Replace member to confirm.

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Check a member’s devices

The Devices column shows each registered phone or app as Online, Offline, or Connectivity Issues. Select a device to see its Device Details.

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Member settings

In a member’s actions menu, select Settings to open their full settings page. Select Save changes to apply, or Discard to undo. The Actions menu on this page also has Clear Saved VMbox Messages, Reset Password, Resend invitation, Deactivate or Activate, and Remove from workspace.

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Frequently asked questions

No. A member belongs to one team. Use Move to Team or Assign to team to change it.
Open the team with Manage Team, go to the Members tab, and select Make Supervisor in the member’s Actions menu.
Select Resend Invite. You can also select Get Invitation link and send it to them yourself.

Agent workspace

See what agents get when they sign in.

Numbers and caller ID

Assign numbers and set each team’s caller ID.

Queues and routing

Put members into queues.

Working hours and media

Set each team’s working hours.