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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 line in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to add a resource represent this Call line.

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Select the button beside the resource account you wish to designate to this Call queue. At the bottom of the pane, choose the button. If you require to produce a resource account: Under, pick the button to include a resource account for this Call line. On the pane, look for any set of letters to bring up the results dropdown.

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On the pane: Key in a descriptive. Representatives 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. On the pane, pick 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 several resource accounts with a contact number. Representatives can choose which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can use their Call Queue (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 representatives to utilize for outgoing caller ID purposes. Select the button next to the resource account with a designated phone number. Select the button at the bottom of the pane. If you do not have a resource account with a designated phone number: Under, select the button to add a resource account.

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

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After you've developed this new resource account for calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. Once you've chosen a language, select the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the line.

The uploaded recording can be no bigger than 5 MB. If you pick, the system reads the text that you type (up to 1000 characters) when the Call line addresses a call. Keep in mind When using Text to Speech, the text needs to be gone into in the language chosen for the Call queue.

Groups provides default music to callers while they are on hold in a line. The default music provided in Groups Call queues is devoid of any royalties payable by your organization. If you desire to play a specific audio file, choose and publish an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and approvals to utilize any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might consist of artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, manage or accredit the music copyrights, sound effects, audio and other copyright rights.

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Review the prerequisites for adding representatives to a Call line. You can amount to 200 agents by means of a Teams channel. You should be a member of 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).

Select the channel that you desire to utilize (only standard channels are completely supported) and choose. The following clients are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Note If you use this alternative, it can take up to 24 hr for the Call line to be completely functional.

You can amount to 20 representatives individually and approximately 200 agents by means of groups. If you desire to include individual users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and then select. To to the queue: Select, look for the group, choose, and after that choose.

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

reduces the quantity of time it considers a caller to be linked to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue should utilize among the following clients: The current variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts need to be set to Teams, Only mode. Representatives who don't fulfill the requirements aren't consisted of in the call routing list. We advise making it possible for conference mode for your Call lines if your agents are using compatible clients (overflow virtual receptionist). Pointer Setting to is the suggested setting. overflow call answering. When you've picked your call answering alternatives, choose 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 Business Server. Conference mode is required if Groups users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for approximately 2 seconds when first signing up with the call.

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

When utilizing and when there are less contacts queue than offered representatives, only the first 2 longest idle representatives will be presented with calls from the queue. When using, there might be times when an agent gets a call from the queue shortly after ending up being not available, or a short hold-up in getting a call from the line after appearing.