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To establish a Call queue, in the Groups admin center, broaden, select, and then select. Type a name for the Call line in the box at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to add a resource account for this Call queue.

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Select the button next to the resource account you desire to designate to this Call queue. At the bottom of the pane, select the button. If you need to develop a resource account: Under, select the button to add a resource account for this Call line. 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 provided to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, choose the button. Agents see the resource account name when they get an inbound 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 outbound caller ID number to utilize with each outbound 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, search for the resource account(s) you wish to allow representatives to utilize for outgoing caller ID functions. Select the button beside the resource account with an assigned contact number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned telephone 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 detailed. Agents see this name when a call is presented to them. Type in a descriptive 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 new resource account for calling ID, you'll still require to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. When you have actually selected a language, choose 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 larger than 5 MB. If you choose, 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 must be gone into in the language selected for the Call queue.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Teams Call lines is complimentary 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 accountable for individually clearing and protecting all required rights and approvals to use any music or audio file with your Microsoft Teams service, which may include intellectual residential or commercial property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, which may include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or certify the music copyrights, sound results, audio and other intellectual residential or commercial property rights.

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Review the requirements for adding representatives to a Call line. You can include up to 200 agents via a Groups channel. You need to be a member of the group or the creator or owner of the channel to add a channel to the line. To use a Teams channel to manage the line: Select the radio button and select (overflow answering service).

Select the channel that you wish to use (just standard channels are totally supported) and select. The following customers are supported when using a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Note If you use this alternative, it can use up to 24 hours for the Call queue to be fully operational.

You can amount to 20 representatives separately and as much as 200 agents through groups. If you wish to add private users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and after that select. To to the line: Select, look for the group, select, and then select.

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Note New users contributed to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Known issue: Appointing private channels to Call lines When using a personal channel calls will be distributed to all members of the team even if the private channel just has a subset of team members.

reduces the amount 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 version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts should be set to Teams, 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 utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow answering service. When you've selected your call responding to 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 Service Server. Conference mode is needed if Teams users require to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for up to 2 seconds when first signing up with the call.

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

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