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

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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 develop a resource account: Under, select the button to include 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: Key in a descriptive. Representatives see this name when a call exists to them. Key in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, pick the button. Representatives see the resource account name when they receive an incoming call.

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Appoint outgoing caller ID numbers for the agents by defining one or more resource accounts with a telephone number. Representatives can pick which outbound caller ID number to use 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, look for the resource account(s) you want to permit representatives to use for outbound caller ID purposes. Select the button beside 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 an appointed telephone number: Under, choose the button to include a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Representatives see this name when a call is presented to them. Key in a descriptive 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 developed this brand-new resource account for calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. When you have actually selected a language, pick the button at the bottom of the page. Define if you wish to play a welcoming to callers when they arrive in the queue.

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

Teams supplies default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is without any royalties payable by your company. If you desire to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all required rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which may include 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 consist of artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, control or license the music copyrights, sound results, audio and other intellectual property rights.

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Review the requirements for adding representatives to a Call queue. You can amount to 200 representatives via a Groups channel. You should be a member of the group or the developer or owner of the channel to add a channel to the queue. To utilize a Groups channel to handle the queue: Select the radio button and choose (overflow answering service).

Select the channel that you want to utilize (just basic channels are completely supported) and select. The following clients are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you use this alternative, it can use up to 24 hr for the Call line to be fully operational.

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

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Keep in mind New users contributed to a group can take up to eight hours for their very 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 added as representatives to the Call queue. Important Understood problem: Assigning personal channels to Call lines When utilizing a personal channel calls will be dispersed to all members of the team even if the private channel only has a subset of employee.

reduces the quantity of time it considers a caller to be linked to a representative after the representative accepts the call. For conference mode to work, representatives in the Call line must 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. Agents who do not fulfill the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call queues if your agents are utilizing suitable clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call handling. Once you've chosen your call responding to options, 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 Service Server. Conference mode is needed if Teams 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 joining the call.

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

When using and when there are less calls in line than offered agents, just the first two longest idle representatives will be provided with calls from the line. When using, there might be times when an agent receives a call from the queue shortly after becoming not available, or a brief hold-up in receiving a call from the queue after becoming available.