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

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Select the button next to the resource account you wish to assign to this Call line. At the bottom of the pane, choose the button. If you need to create a resource account: Under, choose the button to add a resource account for this Call line. On the pane, look for any set of letters to pull up the outcomes dropdown.

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On the pane: Type 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, select the button. On the pane, select the button. Agents see the resource account name when they receive an inbound call.

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Assign outbound caller ID numbers for the representatives by defining one or more resource accounts with a contact number. Representatives can select which outbound caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Line (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to enable agents to utilize for outgoing caller ID functions. Select the button next to 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 phone number: Under, pick the button to include a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. Agents see this name when a call is provided to them. Enter a detailed for the resource account. Select the dropdown and choose. 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 require to: Select a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've selected a language, pick the button at the bottom of the page. Specify if you want to play a greeting 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 (as much as 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text should be gone into in the language chosen for the Call queue.

Groups offers default music to callers while they are on hold in a line. The default music supplied in Teams Call lines is totally free of any royalties payable by your organization. If you want to play a particular audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all essential rights and permissions to use any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all pertinent rights holders, which may include artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, manage or license the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for adding representatives to a Call queue. You can amount to 200 representatives through a Teams channel. You should be a member of the team or the creator or owner of the channel to add a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and select (overflow call handling).

Select the channel that you wish to use (just basic channels are totally supported) and choose. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this choice, it can take up to 24 hours for the Call line to be totally operational.

You can amount to 20 representatives individually and up to 200 representatives via groups. If you desire to add specific users or groups to the line: Select the radio button. To to the queue: Select, search for the user, select, and then choose. To to the queue: Select, look for the group, choose, and then select.

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Note New users contributed to a group can use up to eight hours for their very first call to show up. 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 line. Important Understood issue: Appointing personal channels to Call queues When using a private channel calls will be distributed to all members of the group even if the personal channel only has a subset of group members.

lowers the amount of time it takes for 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 utilize one of the following customers: The latest version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts need to be set to Teams, Just mode. Agents who don't meet the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call queues if your agents are utilizing suitable customers (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call center. Once you've selected your call responding to alternatives, 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 Organization Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in line for approximately 2 seconds when very first signing up with the call.

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

When utilizing and when there are less hires queue than offered agents, just the first two longest idle representatives will be presented with calls from the queue. When utilizing, there may be times when an agent gets a call from the queue quickly after becoming not available, or a short hold-up in getting a call from the queue after becoming offered.