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

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Select the button next to the resource account you wish to designate to this Call line. At the bottom of the pane, choose the button. If you require to create a resource account: Under, choose the button to add a resource account for this Call line. On the pane, search for any set of letters to pull 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. Key in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, select the button. Representatives see the resource account name when they get an incoming call.

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Designate outgoing caller ID numbers for the representatives by defining several resource accounts with a telephone number. Representatives can choose which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, representatives can utilize their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to allow agents to utilize for outbound caller ID purposes. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you don't have a resource account with a designated phone number: Under, select the button to add a resource account.

Select the button at the bottom of the results. 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, pick the button.

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After you have actually created this brand-new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. Once 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 get here 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 line answers a call. Note When utilizing Text to Speech, the text needs to be gone into in the language chosen for the Call queue.

Groups supplies default music to callers while they are on hold in a line. The default music provided in Teams Call lines is without any royalties payable by your organization. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all required 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, brands, names, and other material in the audio file from all appropriate rights holders, which may include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other intellectual property rights.

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Evaluation the prerequisites for including agents to a Call queue. You can add up to 200 agents through a Teams channel. You should be a member of the group or the developer or owner of the channel to add a channel to the line. To use a Groups channel to handle the line: Select the radio button and select (overflow phone answering service).

Select the channel that you wish to utilize (only basic channels are totally supported) and choose. The following clients are supported when using a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this alternative, it can use up to 24 hr for the Call line to be totally functional.

You can add up to 20 representatives separately and as much as 200 representatives by means of groups. If you wish to add private users or groups to the queue: Select the radio button. To to the queue: Select, search for the user, choose, and then choose. To to the queue: Select, search for the group, select, and then select.

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Keep in mind New users included 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 first 200 members, in alphabetical order, will be included as representatives to the Call queue. Important Known concern: Assigning personal channels to Call lines When using a personal channel calls will be distributed to all members of the team even if the personal channel just has a subset of employee.

reduces the amount of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line need to use one of 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 on Agents' Teams accounts must be set to Teams, Only mode. Agents who do not fulfill the requirements aren't consisted of in the call routing list. We advise making it possible for conference mode for your Call queues if your representatives are using compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call center. 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 queue from Skype for Service Server. Conference mode is required if Teams users need to consult/transfer calls with Call lines. 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 allowed on the representatives, the mix of and isn't supported. If you require to utilize, choose,, or as the.

When utilizing and when there are less calls in queue than readily available agents, only the very first two longest idle agents will be provided with calls from the line. When using, there may be times when a representative receives a call from the queue soon after becoming unavailable, or a short hold-up in getting a call from the line after appearing.