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To set up a Call queue, in the Teams admin center, expand, select, and after that choose. 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 add a resource account for this Call line.

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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 require 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: Key in a detailed. Representatives 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, choose the button. On the pane, choose 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 defining several resource accounts with a telephone number. Agents can select which outbound caller ID number to use with each outgoing call they make. Within the Calls App, representatives can utilize their Call Queue (CQ)/ Auto Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you desire to permit representatives to use for outbound caller ID functions. Select the button beside the resource account with an appointed phone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed telephone number: Under, pick the button to add a resource account.

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

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After you have actually produced this new resource represent 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 enable them. As soon as you've picked a language, choose the button at the bottom of the page. Specify if you want to play a greeting to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call queue answers a call. Keep in mind When using Text to Speech, the text needs to be gone into in the language chosen for the Call line.

Groups supplies default music to callers while they are on hold in a queue. The default music provided in Teams Call lines is without any royalties payable by your organization. If you wish to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are accountable for individually clearing and protecting all required rights and consents to use any music or audio file with your Microsoft Teams service, which might consist of intellectual residential or commercial property and other rights in any music, sound results, audio, brands, names, and other content in the audio file from all relevant rights holders, which might include artists, actors, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound results, audio and other intellectual residential or commercial property rights.

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Review the requirements for including agents to a Call queue. You can include up to 200 agents by means of a Teams channel. You must belong to the group or the developer 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 (call center overflow solutions).

Select the channel that you desire to utilize (only basic channels are totally supported) and choose. The following customers are supported when using a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac customer Note If you use this choice, it can take up to 24 hours for the Call line to be fully operational.

You can amount to 20 representatives separately and approximately 200 representatives via groups. If you wish to add specific users or groups to the queue: 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, select, and then select.

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Note New users contributed to a group can use up to 8 hours for their first call to get here. 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. Essential Known problem: Designating private channels to Call queues When utilizing a private channel calls will be distributed to all members of the group even if the private channel only has a subset of group members.

reduces 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, representatives in the Call line must utilize among the following clients: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts must be set to Groups, Just mode. Representatives who do not meet the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call queues if your representatives are using suitable customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. Once you've picked your call responding to options, select 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 Business Server. Conference mode is needed if Teams users need to consult/transfer calls with Call lines. Agents might hear the configured music on hold in queue for approximately 2 seconds when first signing up with the call.

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

When utilizing and when there are less employs line than readily available agents, just the very first two longest idle representatives will be presented with calls from the queue. When using, there may be times when an agent gets a call from the queue shortly after becoming not available, or a short hold-up in getting a call from the queue after appearing.