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To set up a Call queue, in the Teams admin center, expand, select, and then select. 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 account for this Call queue.

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Select the button next to the resource account you wish to appoint to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, choose the button to add a resource account for this Call queue. On the pane, search for any set of letters to bring up the outcomes dropdown.

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On the pane: Key in a detailed. 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. Agents see the resource account name when they get an inbound call.

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

On the pane, search for the resource account(s) you want to enable agents to use for outbound caller ID purposes. Select the button next to the resource account with a designated phone number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned phone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Type in a descriptive. Agents see this name when a call is provided to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button.

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After you've developed this brand-new resource account for calling ID, you'll still need to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you enable them. As soon as you have actually picked a language, choose the button at the bottom of the page. Define if you wish to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no bigger 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. Keep in mind When using Text to Speech, the text must be entered in the language selected for the Call line.

Teams offers default music to callers while they are on hold in a queue. The default music supplied in Groups Call lines is devoid of any royalties payable by your company. If you desire to play a specific audio file, pick and publish an MP3, WAV, or WMA file. Note You are accountable for independently clearing and protecting all necessary rights and approvals to use any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound results, audio, brands, names, and other content in the audio file from all pertinent rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or accredit the music copyrights, sound effects, audio and other intellectual home rights.

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Review the prerequisites for including representatives to a Call line. You can amount to 200 representatives through a Groups channel. You must belong to the group or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to handle the queue: Select the radio button and select (overflow call answering).

Select the channel that you wish to utilize (just basic channels are fully supported) and choose. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this option, it can take up to 24 hours for the Call queue to be totally functional.

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

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Keep in mind New users included 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 first 200 members, in alphabetical order, will be included as agents to the Call line. Important Understood issue: Assigning private channels to Call lines When using a private channel calls will be dispersed to all members of the group even if the private channel just has a subset of team 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, agents in the Call line need to utilize among the following customers: The current 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 must be set to Groups, Just mode. Agents who do not meet 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 agents are utilizing compatible customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. When you've picked your call responding to 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 line from Skype for Company Server. Conference mode is needed if Groups 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 first signing up with the call.

If you need to utilize 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, choose,, or as the.

When utilizing and when there are less employs line than offered representatives, only the first 2 longest idle agents will exist with calls from the queue. When utilizing, there might be times when a representative gets a call from the queue quickly after becoming unavailable, or a short delay in getting a call from the queue after becoming readily available.