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

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Select the button beside the resource account you wish to designate to this Call queue. At the bottom of the pane, select the button. If you require to produce 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 bring up the results dropdown.

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On the pane: Key in a detailed. Representatives see this name when a call is provided to them. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button. On the pane, choose the button. Agents see the resource account name when they get an incoming call.

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

On the pane, look for the resource account(s) you wish to allow agents to utilize for outgoing caller ID functions. Select the button beside the resource account with an assigned 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, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Representatives see this name when a call exists to them. Type 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 produced this new resource account for calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once you've picked a language, select 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 bigger than 5 MB. If you choose, the system checks out the text that you type (up to 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text must be gone into in the language chosen for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music supplied in Groups Call queues is devoid of any royalties payable by your organization. If you wish to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all needed rights and authorizations to use any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which may include artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, manage or license the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Review the requirements for including agents to a Call queue. You can include up to 200 agents by means of a Groups channel. You need to be a member of the group or the creator or owner of the channel to add a channel to the line. To use a Teams channel to handle the queue: Select the radio button and select (overflow call center services).

Select the channel that you wish to utilize (only standard channels are fully supported) and choose. The following clients are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you use this option, it can use up to 24 hours for the Call line to be totally functional.

You can amount to 20 agents individually and up to 200 agents by means of groups. If you want to include specific users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the line: Select, look for the group, select, and after that select.

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Keep in mind New users contributed to a group can use up to 8 hours for their very 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 line. Important Known issue: 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 staff member.

decreases the amount of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue should use among the following customers: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts must be set to Groups, Only mode. Representatives who don't fulfill the requirements aren't consisted of in the call routing list. We suggest enabling conference mode for your Call queues if your agents are using compatible customers (overflow virtual receptionist). Idea Setting to is the advised setting. overflow call handling. When you've chosen your call responding to choices, 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 Company 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 queue for as much as 2 seconds when first signing up with the call.

If you need to use Conference mode, choose,, or as the. If you require to utilize 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 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 queue. When utilizing, there may be times when a representative gets a call from the line shortly after becoming not available, or a short delay in receiving a call from the line after ending up being available.