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To set up a Call queue, in the Teams admin center, expand, choose, and after that choose. Type a name for the Call line in the box at the top. overflow virtual receptionist. To add 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 designate to this Call queue. At the bottom of the pane, pick the button. If you need to create a resource account: Under, pick the button to add 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: Enter a descriptive. Agents 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, choose the button. On the pane, pick the button. Representatives see the resource account name when they receive an inbound call.

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Assign outbound caller ID numbers for the agents by defining several resource accounts with a phone number. Agents can pick which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can use their Call Line (CQ)/ Automobile Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to enable agents to use for outbound caller ID functions. Select the button beside the resource account with a designated contact number. Select the button at the bottom of the pane. If you don't have a resource account with a designated telephone number: Under, select the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Agents see this name when a call exists 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 brand-new resource account for calling ID, you'll still require to: Choose a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. When you have actually selected a language, select the button at the bottom of the page. Define if you want to play a greeting to callers when they arrive in the queue.

The uploaded recording can be no larger than 5 MB. If you select, the system reads the text that you type (approximately 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 supplies default music to callers while they are on hold in a line. The default music supplied in Teams Call queues is complimentary of any royalties payable by your company. 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 essential rights and consents to use any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound results, audio, brands, names, and other material in the audio file from all pertinent rights holders, which might include artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, control or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for including representatives to a Call line. You can include up to 200 agents via a Teams channel. You must be a member of the team or the developer or owner of the channel to include a channel to the line. To use a Teams channel to manage the queue: Select the radio button and select (overflow call handling).

Select the channel that you wish to utilize (only standard channels are completely supported) and select. The following clients are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this alternative, it can use up to 24 hours for the Call queue to be fully operational.

You can add up to 20 agents separately and up to 200 agents by means of groups. If you want to add individual users or groups to the line: Select the radio button. To to the queue: Select, search for the user, select, and after that select. To to the line: Select, look for the group, choose, and then select.

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Note New users added to a group can use up to eight hours for their very first call to arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as representatives to the Call queue. Important Understood problem: Designating personal channels to Call lines When utilizing a private channel calls will be dispersed to all members of the team even if the personal channel only has a subset of staff member.

decreases the quantity of time it takes for a caller to be connected to a representative after the representative accepts the call. For conference mode to work, agents in the Call queue should utilize one of the following customers: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts need to be set to Teams, Only mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call lines if your agents are using suitable clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow answering service. When you've chosen your call responding to choices, 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 need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for approximately 2 seconds when first joining the call.

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

When using and when there are less contacts line than available agents, only the first two longest idle agents will exist with calls from the queue. When using, there might be times when a representative gets a call from the queue shortly after ending up being not available, or a brief delay in receiving a call from the line after becoming available.