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To set up a Call queue, in the Groups admin center, expand, select, and after that choose. Type a name for the Call queue in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, select the button to include a resource account for this Call line.

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, pick the button. If you require to create a resource account: Under, pick the button to add a resource represent this Call queue. On the pane, search for any set of letters to pull up the results dropdown.

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

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

On the pane, search for the resource account(s) you wish to permit agents to use for outgoing caller ID purposes. Select the button next to the resource account with an assigned contact number. Select the button at the bottom of the pane. If you do not 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 detailed. Agents 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, choose the button.

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After you have actually produced this brand-new resource account for calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've selected a language, pick the button at the bottom of the page. Define if you desire to play a welcoming to callers when they arrive in the line.

The uploaded recording can be no larger than 5 MB. If you select, the system reads the text that you type (approximately 1000 characters) when the Call queue answers a call. Keep in mind When utilizing Text to Speech, the text must be gone into in the language picked for the Call line.

Teams offers default music to callers while they are on hold in a line. The default music supplied in Groups Call lines is devoid of any royalties payable by your company. If you wish to play a particular audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all appropriate rights holders, which might include artists, stars, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for adding representatives to a Call line. You can include up to 200 representatives via a Teams channel. You need to belong to the team or the creator or owner of the channel to include a channel to the queue. To use a Teams channel to handle the line: Select the radio button and select (overflow call center services).

Select the channel that you wish to use (just standard channels are fully supported) and choose. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this alternative, it can take up to 24 hours for the Call line to be fully operational.

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

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Keep in mind New users contributed to a group can take up to eight hours for their first call to get here. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be included as agents to the Call line. Crucial Known issue: Appointing private channels to Call lines When utilizing a private channel calls will be distributed to all members of the team even if the private channel only has a subset of team members.

lowers the quantity of time it takes for a caller to be connected to an agent after the representative accepts the call. For conference mode to work, representatives in the Call queue must utilize one of the following clients: The most recent version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Teams, Just mode. Representatives who do not satisfy the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call lines if your representatives are using suitable customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. Once you've selected your call answering options, select 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 Teams users need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in queue for up to 2 seconds when first signing up with the call.

If you require to utilize Conference mode, choose,, or as the. If you require to utilize Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the representatives, the combination of and isn't supported. If you require to utilize, select,, or as the.

When using and when there are less hires line than available representatives, just the first 2 longest idle representatives will be presented with calls from the queue. When utilizing, there might be times when an agent receives a call from the queue soon after becoming not available, or a short hold-up in getting a call from the queue after ending up being available.