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

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Select the button next to the resource account you want to assign to this Call queue. At the bottom of the pane, pick 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, search for any set of letters to pull up the results dropdown.

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On the pane: Type in 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, choose the button. On the pane, pick the button. Agents see the resource account name when they get an incoming call.

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Designate outbound caller ID numbers for the representatives by specifying one or more resource accounts with a telephone number. Agents can select which outbound caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can use their Call Queue (CQ)/ Vehicle 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 utilize for outbound caller ID functions. Select the button beside the resource account with an appointed telephone 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 results. On the pane: Key in a descriptive. Representatives see this name when a call is provided to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you've created 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. When you've selected a language, choose the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they get here in the queue.

The uploaded recording can be no larger than 5 MB. If you select, the system checks out the text that you type (as much as 1000 characters) when the Call line responds to a call. Note When utilizing Text to Speech, the text needs to be entered in the language picked for the Call line.

Groups supplies default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is complimentary of any royalties payable by your company. If you want to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound impacts, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or certify the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Evaluation the prerequisites for including representatives to a Call queue. You can amount to 200 agents via a Teams channel. You need to 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 line: Select the radio button and choose (overflow call handling).

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

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

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Note New users included to a group can take 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 included as representatives to the Call queue. Important Understood issue: Assigning personal channels to Call lines When utilizing a private channel calls will be dispersed to all members of the team even if the private channel only has a subset of staff member.

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

2020051601 or later Agents' Teams accounts should be set to Teams, Only mode. Representatives who do not meet the requirements aren't included in the call routing list. We advise enabling conference mode for your Call lines if your representatives are utilizing suitable customers (overflow virtual receptionist). Idea Setting to is the advised setting. overflow answering service. Once 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 queue from Skype for Organization Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. Agents might hear the configured music on hold in queue for up to 2 seconds when very 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 mix of and isn't supported. If you need to use, choose,, or as the.

When using and when there are less calls in queue than available representatives, only the first two longest idle agents will exist with calls from the queue. When using, there might be times when a representative receives a call from the queue shortly after becoming not available, or a brief delay in getting a call from the line after appearing.