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To establish a Call queue, in the Teams admin center, expand, select, and after that 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 want to assign to this Call line. At the bottom of the pane, pick the button. If you need to create a resource account: Under, choose the button to add a resource represent 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 descriptive. Agents see this name when a call exists to them. Type in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, pick the button. Representatives see the resource account name when they get an incoming call.

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Designate outbound caller ID numbers for the representatives by defining several 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 utilize their Call Queue (CQ)/ Car Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you desire to permit representatives to use for outbound caller ID purposes. Select the button next to the resource account with an appointed telephone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated telephone number: Under, choose the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Type in a detailed. Agents see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've produced this new resource represent 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. Once you've selected a language, select the button at the bottom of the page. Specify if you want to play a greeting to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (as much as 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text must be gone into in the language selected for the Call line.

Groups provides default music to callers while they are on hold in a line. The default music provided in Groups Call lines is devoid of any royalties payable by your company. If you wish to play a particular audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all necessary rights and consents to use any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which may include artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or certify the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for including agents to a Call line. You can amount to 200 agents via a Groups channel. You must 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 call center services).

Select the channel that you wish to use (just basic channels are fully 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 use this choice, it can use up to 24 hours for the Call queue to be fully functional.

You can include up to 20 agents separately and as much as 200 agents by means of groups. If you want to add individual users or groups to the queue: Select the radio button. To to the queue: Select, search for the user, select, and then choose. To to the queue: Select, look for the group, select, and after that select.

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Note New users included to a group can use up to eight hours for their first call to get here. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Crucial Known issue: Appointing private channels to Call lines When utilizing a private channel calls will be distributed to all members of the group even if the personal channel just has a subset of staff member.

decreases the amount of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line should 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 must be set to Groups, Only mode. Representatives who do not meet the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call lines if your agents are utilizing suitable customers (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. Once you've chosen your call addressing options, 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 line from Skype for Service Server. Conference mode is needed if Groups users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for up to 2 seconds when very first signing up with the call.

If you need to use Conference mode, choose,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is enabled 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 contacts queue than available agents, just the first 2 longest idle representatives will exist with calls from the line. When utilizing, there might be times when an agent receives a call from the line quickly after ending up being unavailable, or a brief hold-up in receiving a call from the queue after becoming readily available.