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

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Select the button beside the resource account you wish to designate to this Call queue. At the bottom of the pane, select the button. If you require to create a resource account: Under, pick the button to add a resource account for 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: Enter a detailed. Agents see this name when a call exists 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, pick the button. Agents see the resource account name when they get an inbound call.

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Assign outbound caller ID numbers for the representatives by defining several resource accounts with a telephone number. Agents can pick which outbound caller ID number to utilize with each outbound call they make. Within the Calls App, agents can utilize their Call Line (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you desire to allow agents to use for outgoing caller ID purposes. 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 assigned contact number: Under, select the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a detailed. Representatives see this name when a call is provided to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you've produced this new resource account for calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you've selected a language, choose the button at the bottom of the page. Specify if you wish to play a greeting to callers when they show up in the queue.

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

Teams provides default music to callers while they are on hold in a queue. The default music supplied in Teams Call lines is complimentary of any royalties payable by your company. If you desire to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all essential rights and authorizations to use any music or audio file with your Microsoft Teams service, which may consist of intellectual residential or commercial property and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all relevant rights holders, which may include artists, stars, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or certify the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for adding agents to a Call queue. You can include 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 line. To utilize a Groups channel to manage the queue: Select the radio button and choose (overflow call handling).

Select the channel that you wish to use (just standard channels are fully supported) and choose. The following clients are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this option, it can take up to 24 hr for the Call queue to be totally functional.

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

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Keep in mind New users contributed to a group can use up to eight hours for their first call to show up. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be included as representatives to the Call line. Essential Known issue: Designating private channels to Call queues When utilizing a private channel calls will be distributed to all members of the group even if the personal channel only has a subset of employee.

minimizes the amount of time it takes for a caller to be linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call queue should use among the following customers: The current version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Groups, Just mode. Agents who do not satisfy the requirements aren't included in the call routing list. We advise enabling conference mode for your Call lines if your agents are utilizing suitable customers (overflow virtual receptionist). Idea Setting to is the recommended setting. overflow answering service. Once you have actually picked your call answering 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 queue from Skype for Service Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. Agents 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 utilize Conference mode, select,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the agents, the combination of and isn't supported. If you require to use, select,, or as the.

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