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To set up a Call queue, in the Teams admin center, expand, 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 include a resource represent this Call line.

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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, select the button. If you need 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 descriptive. Representatives see this name when a call is provided to them. Key in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, select the button. Representatives see the resource account name when they receive an incoming call.

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Appoint outbound caller ID numbers for the representatives by specifying several resource accounts with a contact number. Agents can choose which outgoing caller ID number to use with each outbound call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to enable agents to utilize for outbound caller ID purposes. Select the button beside the resource account with an appointed telephone number. Select the button at the bottom of the pane. If you do not 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 descriptive. Agents see this name when a call exists to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button.

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After you've created this new resource represent calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice prompts 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 want to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no bigger 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 using Text to Speech, the text should be entered in the language chosen for the Call queue.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups 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 protecting all required rights and consents to use any music or audio file with your Microsoft Teams service, which may include copyright 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 might include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for including agents to a Call line. You can add up to 200 agents by means of a Teams channel. You should belong to the team or the creator or owner of the channel to add a channel to the queue. To use a Teams channel to manage the line: Select the radio button and choose (overflow call center services).

Select the channel that you wish to use (just standard channels are fully supported) and choose. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Note 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 representatives individually and as much as 200 representatives 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 queue: Select, search for the group, choose, and then choose.

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Keep in mind New users included to a group can use up to 8 hours for their first call to get here. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as agents to the Call line. Crucial Understood issue: Appointing private channels to Call lines When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel only has a subset of staff member.

reduces the amount of time it takes for a caller to be linked to an agent after the representative 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 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, Just mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call lines if your agents are using compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. Once you've selected 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 queue from Skype for Business Server. Conference mode is required if Teams users need 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 require to utilize Conference mode, choose,, or as the. If you need to use Attendant routing, set Conference mode to. Keep in mind If Compliance recording is enabled on the agents, the mix of and isn't supported. If you need to utilize, select,, or as the.

When utilizing and when there are less contacts queue than offered agents, just the first two longest idle representatives will exist with calls from the queue. When using, there might be times when an agent gets a call from the line shortly after ending up being unavailable, or a short delay in getting a call from the line after appearing.