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To set up a Call queue, in the Teams admin center, expand, select, and after that choose. Type a name for the Call line in package at the top. overflow virtual receptionist. To add an existing resource account: Under, pick the button to include a resource account for this Call queue.

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Select the button next to the resource account you want to designate to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, choose 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: Enter a descriptive. Agents see this name when a call exists to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick 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 outbound caller ID numbers for the agents by specifying one or more resource accounts with a phone number. Agents can select which outgoing caller ID number to utilize 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 want to allow representatives to utilize for outbound caller ID functions. Select the button beside the resource account with a designated phone number. Select the button at the bottom of the pane. If you do not have a resource account with a designated telephone number: Under, pick 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 exists to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you have actually developed this new resource represent calling ID, you'll still need to: Pick a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've picked a language, select the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they arrive in the line.

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

Teams 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 specific audio file, pick and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all needed rights and approvals to use any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all relevant rights holders, which might include artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or accredit the music copyrights, sound effects, audio and other copyright rights.

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Evaluation the prerequisites for adding agents to a Call queue. You can include up to 200 agents through a Groups channel. You need to be a member of the group or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to handle the line: Select the radio button and choose (overflow call center).

Select the channel that you wish to use (just standard channels are totally supported) and choose. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you use this alternative, it can take up to 24 hr for the Call queue to be fully functional.

You can amount to 20 representatives separately and up to 200 agents through groups. If you wish to include private users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and after that select. To to the line: Select, look for the group, choose, and then select.

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Keep in mind New users added to a group can take up to eight hours for their very 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 added as agents to the Call line. Important Known issue: Designating private channels to Call lines When utilizing a personal channel calls will be distributed to all members of the team even if the private channel just has a subset of employee.

lowers 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 need to use one of the following clients: 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 Agents' Teams accounts need to be set to Groups, Just mode. Agents who don't fulfill the requirements aren't consisted of in the call routing list. We suggest making it possible for conference mode for your Call lines if your agents are utilizing suitable clients (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow answering service. When you've selected your call addressing options, 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 queue from Skype for Service Server. Conference mode is required if Groups users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for as much as 2 seconds when very first joining the call.

If you require 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 representatives, the combination of and isn't supported. If you need to utilize, choose,, or as the.

When utilizing and when there are less hires queue than readily available representatives, just the first 2 longest idle agents will be provided with calls from the line. When using, there might be times when an agent receives a call from the line soon after becoming not available, or a brief delay in getting a call from the line after ending up being readily available.