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

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

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On the pane: Enter a descriptive. Representatives see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick 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 outgoing caller ID numbers for the agents by defining one or more resource accounts with a telephone number. Agents can pick which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can utilize their Call Line (CQ)/ Automobile Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to allow representatives to utilize for outgoing caller ID purposes. Select the button next to the resource account with a designated contact number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned phone number: Under, pick the button to include a resource account.

Select the button at the bottom of the outcomes. 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.

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After you have actually produced this brand-new resource represent calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. When you have actually chosen a language, select the button at the bottom of the page. Define if you want to play a greeting to callers when they get here in the queue.

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

Groups supplies default music to callers while they are on hold in a queue. The default music supplied in Teams Call lines is devoid of any royalties payable by your organization. If you wish to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are responsible for individually clearing and protecting all essential 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 results, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might consist of artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or accredit the music copyrights, sound effects, audio and other intellectual property rights.

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Review the prerequisites for including representatives to a Call queue. You can add up to 200 agents through a Teams channel. You must belong to the group or the creator or owner of the channel to add a channel to the queue. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call answering).

Select the channel that you desire to use (only standard channels are totally supported) and choose. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Note If you utilize this option, it can take up to 24 hours for the Call queue to be fully functional.

You can amount to 20 representatives individually and as much as 200 representatives by means of groups. If you desire to add individual users or groups to the queue: Select the radio button. To to the line: 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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Keep in mind New users added to a group can take up to 8 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 queue. Important Known issue: Designating private channels to Call lines When using a personal channel calls will be distributed to all members of the group even if the personal channel only has a subset of staff member.

lowers the amount of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call line should utilize one of the following clients: The latest 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 satisfy the requirements aren't consisted of in the call routing list. We advise enabling conference mode for your Call queues if your agents are using compatible clients (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call handling. When you've chosen your call addressing 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 Business Server. Conference mode is needed if Groups users need to consult/transfer calls with Call queues. Agents might hear the configured music on hold in queue for as much as 2 seconds when first signing up with the call.

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

When utilizing and when there are less employs line than offered agents, only the very first two longest idle agents will exist with calls from the queue. When using, there may be times when an agent receives a call from the line shortly after becoming not available, or a short hold-up in getting a call from the line after appearing.