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

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Select the button next to the resource account you desire to assign to this Call line. At the bottom of the pane, pick the button. If you need to create a resource account: Under, select the button to include 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: Enter a descriptive. 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, 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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Appoint outgoing caller ID numbers for the agents by defining several resource accounts with a contact number. Representatives can pick which outgoing caller ID number to use with each outbound call they make. Within the Calls App, agents can utilize their Call Line (CQ)/ Car Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to allow representatives to utilize for outbound caller ID purposes. Select the button beside the resource account with a designated 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, select the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. Agents see this name when a call is provided to them. Enter 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've created this brand-new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. Once you've chosen a language, pick the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they arrive in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (approximately 1000 characters) when the Call line addresses a call. Note When using Text to Speech, the text must be entered in the language picked for the Call queue.

Teams provides default music to callers while they are on hold in a line. The default music provided in Teams Call lines is without any royalties payable by your organization. If you wish to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed 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 appropriate rights holders, which may include artists, actors, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other celebrations who own, control 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 line. You can amount to 200 representatives through a Teams channel. You need to belong to the team or the creator or owner of the channel to add a channel to the line. To utilize a Groups channel to handle the queue: Select the radio button and choose (overflow call handling).

Select the channel that you want to utilize (just basic channels are fully supported) and select. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this option, it can take up to 24 hours for the Call line to be completely functional.

You can include up to 20 representatives separately and as much as 200 representatives via groups. If you wish to add specific users or groups to the line: Select the radio button. To to the line: Select, search for the user, choose, and after that select. To to the line: Select, search for the group, choose, and after that select.

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Note New users contributed to a group can take up to 8 hours for their very first call to show up. 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. Crucial Understood concern: Assigning personal channels to Call lines When using a personal channel calls will be distributed to all members of the group even if the personal channel only has a subset of staff member.

reduces the amount of time it considers a caller to be linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line must use one of the following customers: The newest version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts should be set to Groups, Just mode. Agents who do not fulfill the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. Once you've selected your call responding to alternatives, 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 queue from Skype for Company Server. Conference mode is needed if Groups users require to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for approximately 2 seconds when first joining the call.

If you require to use Conference mode, choose,, or as the. If you require 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 need to use, select,, or as the.

When using and when there are less employs line than offered agents, just the very first two longest idle representatives will be provided with calls from the line. When using, there may be times when a representative receives a call from the line soon after becoming unavailable, or a short delay in receiving a call from the line after appearing.