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To set up a Call queue, in the Teams admin center, broaden, select, and after that select. Type a name for the Call line in package 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 desire to assign to this Call line. At the bottom of the pane, choose the button. If you need to develop a resource account: Under, select the button to add a resource represent this Call queue. 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 detailed. Representatives see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, choose the button. Representatives see the resource account name when they receive an inbound call.

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Designate outgoing caller ID numbers for the representatives by specifying one or more resource accounts with a telephone number. Representatives can pick which outgoing caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to allow agents to use for outbound caller ID functions. Select the button beside the resource account with an appointed phone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed phone number: Under, choose 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, choose the button.

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After you've created this new resource represent calling ID, you'll still require to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you enable them. Once you've selected a language, choose the button at the bottom of the page. Define if you wish to play a greeting to callers when they arrive in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system reads the text that you type (as much as 1000 characters) when the Call queue responds to a call. Keep in mind When utilizing Text to Speech, the text should be gone into in the language chosen for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music supplied in Teams Call lines is without any royalties payable by your organization. If you wish to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all needed rights and consents 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 results, audio, brands, names, and other content in the audio file from all relevant rights holders, which might include artists, stars, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or license the music copyrights, sound effects, audio and other intellectual home rights.

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Evaluation the requirements for including representatives to a Call line. You can include up to 200 agents by means of a Teams channel. You should be a member of the team or the developer or owner of the channel to include a channel to the line. To utilize a Groups channel to handle the line: Select the radio button and choose (overflow call handling).

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

You can add up to 20 representatives individually and as much as 200 representatives through groups. If you desire to add individual users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, select, and then select. To to the line: Select, search for the group, select, and then choose.

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Keep in mind New users included 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 first 200 members, in alphabetical order, will be included as representatives to the Call line. Crucial Known issue: Appointing private channels to Call queues When utilizing a personal channel calls will be distributed to all members of the group even if the private channel only has a subset of staff member.

lowers 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, agents in the Call line should use among the following clients: The current variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Teams, Just 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 lines if your representatives are utilizing suitable customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call center. As soon as you've picked your call addressing choices, 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 queue from Skype for Service Server. Conference mode is required if Groups users need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for as much as 2 seconds when first joining the call.

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

When using and when there are less hires queue than offered agents, only the very first two longest idle representatives will exist with calls from the queue. When using, there may be times when an agent gets a call from the line quickly after ending up being unavailable, or a brief delay in getting a call from the line after ending up being offered.