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To set up a Call queue, in the Teams admin center, broaden, select, and then choose. Type a name for the Call queue in package at the top. overflow virtual receptionist. To include an existing resource account: Under, choose the button to include a resource account for this Call queue.

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Select the button beside the resource account you want to assign to this Call line. At the bottom of the pane, choose the button. If you need to develop a resource account: Under, pick the button to add a resource account for this Call line. On the pane, search for any set of letters to bring up the outcomes dropdown.

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On the pane: Enter a detailed. Representatives see this name when a call exists to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, pick the button. Representatives see the resource account name when they get an incoming call.

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Appoint outgoing caller ID numbers for the agents by specifying one or more resource accounts with a contact number. Representatives can select which outbound caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can use their Call Line (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to enable agents to use for outbound caller ID functions. Select the button beside the resource account with an appointed phone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed phone number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Agents see this name when a call is provided to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button.

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After you've created this new resource account for calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you have actually picked a language, pick the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the queue.

The uploaded recording can be no larger than 5 MB. If you choose, the system reads the text that you type (up to 1000 characters) when the Call queue responds to a call. Note When using Text to Speech, the text must be gone into in the language selected for the Call line.

Groups provides default music to callers while they are on hold in a line. The default music provided in Groups Call queues is without any royalties payable by your company. If you want to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are responsible for individually clearing and protecting all needed rights and permissions to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or license the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for adding representatives to a Call line. You can amount to 200 agents by means of a Groups channel. You should belong to the group or the developer or owner of the channel to add a channel to the queue. To utilize a Teams channel to manage the line: Select the radio button and choose (call center overflow solutions).

Select the channel that you desire to use (only standard channels are fully supported) and select. The following customers are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this alternative, it can take up to 24 hours for the Call line to be completely operational.

You can amount to 20 agents individually and approximately 200 agents via groups. If you desire to include specific users or groups to the queue: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the line: Select, look for the group, select, and after that choose.

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Note New users contributed to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as representatives to the Call line. Important Understood concern: Appointing private channels to Call lines When using a private channel calls will be distributed to all members of the group even if the private channel just has a subset of staff member.

decreases the quantity of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call line should utilize one of the following clients: The most recent variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts need to be set to Teams, Only mode. Agents who do not satisfy the requirements aren't consisted of in the call routing list. We recommend enabling conference mode for your Call lines if your representatives are utilizing compatible clients (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow answering service. When you've selected your call responding to alternatives, pick the button at the bottom of the page.

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Conference mode isn't supported for calls that are routed to the line from Skype for Company Server. Conference mode is required if Groups users need to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for as much as 2 seconds when first signing up with the call.

If you need to utilize Conference mode, choose,, or as the. If you need to use Attendant routing, set Conference mode to. Keep in mind If Compliance recording is enabled on the representatives, the mix of and isn't supported. If you require to utilize, select,, or as the.

When utilizing and when there are less contacts queue than offered agents, only the first 2 longest idle agents will be provided with calls from the line. When using, there may be times when a representative receives a call from the queue shortly after becoming not available, or a brief delay in receiving a call from the line after becoming offered.