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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, select the button to include a resource represent this Call line.

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Select the button beside the resource account you want to assign to this Call line. At the bottom of the pane, choose the button. If you need to produce a resource account: Under, choose the button to add a resource represent this Call line. On the pane, search for any set of letters to pull up the outcomes dropdown.

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On the pane: Key in a descriptive. Representatives 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, pick the button. Agents see the resource account name when they get an inbound call.

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Designate outbound caller ID numbers for the representatives by specifying several resource accounts with a contact number. Agents can select which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can utilize 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 desire to enable representatives to utilize for outgoing caller ID functions. Select the button beside the resource account with an appointed contact number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned contact number: Under, choose the button to include 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 is presented to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you've developed this brand-new resource represent calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you have actually chosen a language, pick the button at the bottom of the page. Define if you want to play a greeting to callers when they show up in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call queue addresses a call. Keep in mind When utilizing Text to Speech, the text must be entered in the language chosen for the Call queue.

Teams supplies default music to callers while they are on hold in a line. The default music supplied in Groups Call lines is complimentary of any royalties payable by your organization. If you wish to play a specific audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all essential rights and authorizations to use any music or audio file with your Microsoft Teams service, which might consist of intellectual property and other rights in any music, sound impacts, audio, brands, names, and other material in the audio file from all appropriate rights holders, which may include artists, actors, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or license the music copyrights, sound effects, audio and other intellectual residential or commercial property rights.

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Review the prerequisites for adding agents to a Call queue. You can include up to 200 representatives through a Teams channel. You must belong to the team or the creator or owner of the channel to include a channel to the queue. To utilize a Teams channel to manage the line: Select the radio button and select (call center overflow solutions).

Select the channel that you want to utilize (just standard channels are fully supported) and choose. The following clients are supported when utilizing a Teams channel for Call lines: 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 completely operational.

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

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

decreases 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 queue need to use among the following customers: The most recent version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Groups, Only mode. Representatives who do not meet the requirements aren't consisted of in the call routing list. We suggest allowing conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call handling. Once you've selected your call addressing alternatives, pick 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 Business Server. Conference mode is needed if Teams 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 need to use Attendant routing, set Conference mode to. Keep in mind If Compliance recording is allowed on the representatives, the mix of and isn't supported. If you need to use, select,, or as the.

When utilizing and when there are less hires queue than offered agents, only the very first two longest idle representatives will be presented with calls from the line. When using, there might be times when an agent gets a call from the queue soon after becoming not available, or a brief delay in getting a call from the line after appearing.