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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 line in the box at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to include a resource represent this Call line.

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

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On the pane: Type in a descriptive. Representatives see this name when a call is presented to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they receive an inbound call.

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

On the pane, look for the resource account(s) you wish to allow agents to use for outgoing caller ID purposes. Select the button next to the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated phone number: Under, pick the button to add a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. 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, select the button.

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After you have actually created this new resource account for calling ID, you'll still need to: Select a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. Once you've picked a language, select the button at the bottom of the page. Define if you want to play a welcoming to callers when they get here in the line.

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

Groups supplies default music to callers while they are on hold in a line. The default music supplied in Teams Call lines is without any royalties payable by your organization. If you want to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may consist of intellectual residential or commercial property and other rights in any music, sound effects, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might include artists, stars, performers, artists, songwriters, composers, 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 copyright rights.

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Review the requirements for including representatives to a Call queue. You can add up to 200 agents via a Groups channel. You must be a member of the group or the developer or owner of the channel to add a channel to the line. To utilize a Teams channel to handle the queue: Select the radio button and choose (overflow call answering service).

Select the channel that you want to use (just basic channels are totally supported) and select. The following customers are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this choice, it can use up to 24 hr for the Call queue to be completely functional.

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

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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, just the very first 200 members, in alphabetical order, will be included as agents to the Call line. Important Understood issue: Assigning private channels to Call queues When using a private channel calls will be distributed to all members of the group even if the personal channel just has a subset of employee.

decreases the quantity of time it considers a caller to be connected to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue should utilize among the following customers: The latest version of the Microsoft Teams desktop customer, 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, Only mode. Representatives who do not meet the requirements aren't consisted of in the call routing list. We suggest allowing conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. As soon as you have actually chosen your call responding to alternatives, 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 Service Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in queue for as much as 2 seconds when first joining the call.

If you require to use Conference mode, choose,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is allowed 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 readily available agents, only the first 2 longest idle representatives will be presented with calls from the line. When utilizing, there might be times when a representative gets a call from the line quickly after becoming unavailable, or a short delay in getting a call from the queue after ending up being readily available.