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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 queue in package at the top. overflow virtual receptionist. To add an existing resource account: Under, select the button to include a resource represent this Call line.

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Select the button beside the resource account you wish to assign to this Call line. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, choose the button to include a resource account for this Call line. On the pane, search 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 descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, choose 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 agents by defining several resource accounts with a telephone number. Agents can select which outbound caller ID number to use with each outgoing 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 want to allow agents to use for outbound caller ID purposes. Select the button next to the resource account with a designated contact number. Select the button at the bottom of the pane. If you do not have a resource account with a designated contact number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a detailed. Agents see this name when a call is presented to them. Enter a descriptive 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 developed this brand-new resource represent calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. When you've selected a language, pick the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the queue.

The uploaded recording can be no larger than 5 MB. If you pick, the system checks out the text that you type (as much as 1000 characters) when the Call queue addresses a call. Keep in mind When using Text to Speech, the text should be entered 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 provided in Teams Call lines is without any royalties payable by your organization. If you wish to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are responsible for individually clearing and securing all necessary rights and approvals to utilize any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might consist of artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other intellectual property rights.

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Review the prerequisites for including agents to a Call queue. You can add up to 200 agents by means of a Teams channel. You should belong to the group or the developer or owner of the channel to include a channel to the line. To utilize a Groups channel to handle the queue: Select the radio button and choose (overflow call answering service).

Select the channel that you desire to utilize (only basic channels are totally supported) and choose. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this option, it can use up to 24 hr for the Call line to be completely functional.

You can amount to 20 representatives separately and as much as 200 representatives through groups. If you desire to include individual users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and after that choose. To to the line: Select, search for the group, select, and after that choose.

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Note New users included to a group can use up to eight hours for their first call to arrive. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be included as representatives to the Call queue. Essential Known concern: Appointing personal channels to Call lines When using a private channel calls will be distributed to all members of the group even if the personal channel just has a subset of team members.

lowers the quantity of time it considers a caller to be linked to an agent after the agent accepts the call. For conference mode to work, agents in the Call line should utilize one of the following clients: The most current variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts need to be set to Groups, Just mode. Agents who do not satisfy the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call lines if your agents are utilizing suitable clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call handling. Once you've picked 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 Teams users require to consult/transfer calls with Call lines. Agents may hear the configured music on hold in line for up to 2 seconds when first joining the call.

If you need to utilize Conference mode, choose,, or as the. If you require to utilize Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the representatives, the mix of and isn't supported. If you need to utilize, choose,, or as the.

When using and when there are less employs queue than offered representatives, just the very first two longest idle representatives will be presented with calls from the queue. When using, there may be times when a representative receives a call from the queue shortly after becoming unavailable, or a brief hold-up in getting a call from the queue after appearing.