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To set up a Call queue, in the Teams admin center, expand, choose, and then select. 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 account for this Call queue.

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

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On the pane: Type in a descriptive. Representatives see this name when a call is presented to them. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, choose the button. Representatives see the resource account name when they receive an incoming call.

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Designate outgoing caller ID numbers for the agents by defining several resource accounts with a contact 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)/ Vehicle Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to allow agents to use for outgoing caller ID purposes. 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 appointed contact number: Under, choose the button to add 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 exists to them. Key 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 have actually created this new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. Once you have actually picked a language, select the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call line answers a call. Note When using Text to Speech, the text should be gone into in the language picked for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music supplied in Groups Call queues is devoid of any royalties payable by your company. If you desire to play a specific audio file, select and upload an MP3, WAV, or WMA file. Note You are responsible for individually clearing and securing all needed rights and approvals to use any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all relevant rights holders, which might include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, manage or certify the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for including agents to a Call line. You can include up to 200 representatives through a Teams channel. You need to be a member of the team or the developer or owner of the channel to add a channel to the queue. To utilize a Teams channel to manage the line: Select the radio button and choose (overflow call answering).

Select the channel that you wish to utilize (only basic channels are completely supported) and choose. The following clients are supported when using a Groups channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac customer Keep in mind If you use this alternative, it can take up to 24 hr for the Call queue to be completely operational.

You can add up to 20 agents separately and up to 200 representatives through groups. If you want to include specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and then choose. To to the line: Select, search for the group, select, and then choose.

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Keep in mind New users contributed to a group can take up to 8 hours for their first call to arrive. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be added as agents to the Call queue. Important Known problem: Designating personal channels to Call lines When utilizing a personal channel calls will be distributed to all members of the team even if the private channel only has a subset of staff member.

lowers the quantity of time it considers a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call line need to utilize one of the following customers: 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 should be set to Groups, Only mode. Representatives who don't satisfy the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call lines if your agents are utilizing suitable clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call answering. As soon as you've chosen your call addressing alternatives, 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 Business 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 queue for up to 2 seconds when first joining the call.

If you require to use Conference mode, choose,, 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 mix of and isn't supported. If you require to use, select,, or as the.

When utilizing and when there are less employs line than readily available agents, only the very first 2 longest idle representatives will be presented with calls from the line. When utilizing, there may be times when an agent receives a call from the queue soon after ending up being not available, or a brief delay in receiving a call from the queue after becoming offered.