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To set up a Call queue, in the Teams admin center, broaden, select, and then select. Type a name for the Call queue in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to add a resource account for this Call queue.

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, select the button. If you need to create a resource account: Under, choose the button to include a resource account for this Call line. On the pane, search for any set of letters to bring up the outcomes dropdown.

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

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

On the pane, look for the resource account(s) you desire to permit representatives to utilize for outgoing caller ID purposes. Select the button next to the resource account with a designated telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned telephone number: Under, pick the button to include a resource account.

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

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After you've developed this new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. When you have actually selected a language, choose the button at the bottom of the page. Specify if you desire 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 (as much as 1000 characters) when the Call queue addresses a call. Keep in mind When using Text to Speech, the text should be gone into in the language selected for the Call line.

Teams offers 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 company. If you wish to play a particular audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all required rights and approvals 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 consist of artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties 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 agents to a Call line. You can include up to 200 representatives by means of 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 utilize a Teams channel to handle the queue: Select the radio button and select (overflow call answering).

Select the channel that you desire to utilize (just standard channels are fully supported) and select. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this alternative, it can take up to 24 hr for the Call line to be totally operational.

You can include up to 20 representatives individually and approximately 200 representatives via groups. If you desire to add private users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and after that select. To to the line: Select, look for the group, choose, and after that select.

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Keep in mind New users contributed to a group can take up to eight hours for their 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 added as agents to the Call line. Crucial Known concern: Appointing personal channels to Call queues When using a private channel calls will be dispersed to all members of the group even if the personal channel only has a subset of group members.

lowers the amount of time it takes for a caller to be linked to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue need to utilize among the following customers: The current variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Groups, Just mode. Representatives who don't meet the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call queues if your representatives are utilizing suitable customers (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow answering service. When you've picked your call answering choices, 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 Service Server. Conference mode is required if Groups users require to consult/transfer calls with Call lines. Agents may hear the configured music on hold in queue for approximately 2 seconds when very first signing up with the call.

If you require to use Conference mode, choose,, or as the. If you need to utilize Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the agents, the mix of and isn't supported. If you need to use, select,, or as the.

When utilizing and when there are less hires queue than available agents, just the very first two longest idle agents will be provided with calls from the line. When utilizing, there might be times when a representative gets a call from the queue quickly after becoming unavailable, or a short hold-up in getting a call from the queue after appearing.