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

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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, choose the button. If you require to develop a resource account: Under, choose the button to include 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: Key in a descriptive. Agents see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, select the button. Agents see the resource account name when they receive an inbound call.

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Appoint outgoing caller ID numbers for the agents by defining one or more 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, agents can use their Call Queue (CQ)/ Auto Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to permit representatives to use for outbound caller ID purposes. Select the button next to the resource account with an appointed phone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed phone number: Under, select the button to add a resource account.

Select the button at the bottom of the results. On the pane: Type in a descriptive. Agents 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, pick the button.

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After you've 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. Once you've selected a language, choose the button at the bottom of the page. Define if you wish to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no bigger than 5 MB. If you choose, the system checks out the text that you type (approximately 1000 characters) when the Call queue addresses a call. Keep in mind When using Text to Speech, the text should be gone into in the language selected for the Call line.

Teams offers default music to callers while they are on hold in a line. The default music provided in Groups Call queues is totally free of any royalties payable by your organization. If you wish to play a specific audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and protecting all essential rights and permissions to use any music or audio file with your Microsoft Teams service, which might consist of intellectual residential or commercial property and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may include artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other intellectual home rights.

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Review the requirements for including representatives to a Call queue. You can include 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 queue. To use a Groups channel to handle the line: Select the radio button and choose (overflow call center services).

Select the channel that you want to use (only basic channels are fully supported) and select. The following clients are supported when using a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Note If you use this alternative, it can use up to 24 hours for the Call line to be completely operational.

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

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Note New users contributed to a group can use up to 8 hours for their first call to show up. 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 issue: Assigning private channels to Call lines When utilizing a private channel calls will be distributed to all members of the group even if the private channel only has a subset of group members.

decreases the amount of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call line need to use among the following clients: The current variation 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 should be set to Groups, Just mode. Agents who do not fulfill the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call lines if your representatives are utilizing suitable customers (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call center. When you've picked your call responding to 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 line from Skype for Company Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for as much as 2 seconds when very first signing up with the call.

If you need to utilize Conference mode, choose,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the agents, the mix of and isn't supported. If you need to use, select,, or as the.

When utilizing and when there are less contacts queue than available representatives, only the very first two longest idle agents will exist with calls from the line. When using, there may be times when an agent receives a call from the line quickly after ending up being not available, or a brief hold-up in getting a call from the queue after appearing.