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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 the box at the top. overflow virtual receptionist. To add an existing resource account: Under, select the button to add a resource account for this Call queue.

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Select the button next to the resource account you want to assign to this Call line. At the bottom of the pane, select the button. If you need to create a resource account: Under, select the button to add a resource account for this Call queue. On the pane, look for any set of letters to bring up the outcomes dropdown.

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On the pane: Key in a detailed. Agents see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, select the button. Representatives see the resource account name when they get an inbound call.

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Assign outbound caller ID numbers for the representatives by specifying one or more resource accounts with a phone number. Agents can choose which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can utilize their Call Queue (CQ)/ Automobile Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to permit representatives to use for outgoing caller ID functions. Select the button next to the resource account with an appointed 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 include a resource account.

Select the button at the bottom of the results. On the pane: Type in a descriptive. Representatives see this name when a call is provided to them. Type 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 have actually created this new resource account for calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've chosen a language, select the button at the bottom of the page. Specify if you want to play a greeting to callers when they arrive in the line.

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

Groups supplies default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is devoid of any royalties payable by your organization. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and protecting all necessary rights and permissions to use any music or audio file with your Microsoft Teams service, which might include intellectual residential or commercial property and other rights in any music, sound results, audio, brands, names, and other material in the audio file from all relevant rights holders, which might consist of artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or certify the music copyrights, sound impacts, audio and other intellectual home rights.

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Evaluation the prerequisites for including representatives to a Call line. You can amount to 200 agents by means of a Teams channel. You should be a member of the group or the developer or owner of the channel to add a channel to the line. To utilize a Teams channel to manage the line: Select the radio button and choose (overflow call answering).

Select the channel that you want to use (only standard channels are totally supported) and select. The following clients are supported when using a Groups channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this choice, it can take up to 24 hours for the Call queue to be totally functional.

You can amount to 20 representatives separately and up to 200 representatives by means of groups. If you wish to include individual users or groups to the queue: Select the radio button. To to the line: Select, look for the user, select, and after that select. To to the line: Select, look for the group, choose, and after that choose.

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Keep in mind New users included to a group can take up to eight hours for their first call to show up. 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 queue. Important Understood issue: Designating private channels to Call lines When using a private channel calls will be distributed to all members of the team even if the private channel just has a subset of employee.

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

2020051601 or later Agents' Teams accounts should be set to Groups, Only mode. Representatives who don't fulfill the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call queues if your agents are using suitable clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call answering. Once you've picked your call answering choices, 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 Business Server. Conference mode is required if Groups users require to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for approximately 2 seconds when first signing up with the call.

If you require to utilize Conference mode, select,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the agents, the combination of and isn't supported. If you need to utilize, select,, or as the.

When utilizing and when there are less hires queue than available representatives, only the very first two longest idle representatives will exist with calls from the line. When utilizing, there might be times when a representative receives a call from the line quickly after ending up being unavailable, or a short delay in getting a call from the queue after appearing.