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

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Select the button beside the resource account you desire to appoint to this Call queue. At the bottom of the pane, pick the button. If you require to produce a resource account: Under, choose the button to include a resource represent this Call line. On the pane, search for any set of letters to bring up the results dropdown.

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On the pane: Key in a detailed. Representatives see this name when a call exists to them. Type in a descriptive 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 receive an inbound call.

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Designate outbound caller ID numbers for the agents by defining one or more resource accounts with a phone number. Agents can pick 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 personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to enable representatives to utilize for outgoing caller ID functions. Select the button next to the resource account with an appointed phone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed contact number: Under, select the button to include a resource account.

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

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After you've developed this new resource represent calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. Once you've chosen a language, choose the button at the bottom of the page. Define if you want to play a greeting to callers when they arrive in the queue.

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

Teams supplies default music to callers while they are on hold in a queue. The default music supplied in Teams Call queues is devoid of any royalties payable by your company. If you wish to play a specific audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all necessary rights and approvals to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all pertinent rights holders, which might include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or certify the music copyrights, sound results, audio and other copyright rights.

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Evaluation the requirements for including representatives to a Call line. You can add up to 200 representatives by means of a Teams channel. You must be a member of the team or the creator or owner of the channel to add a channel to the line. To utilize a Groups channel to manage the queue: Select the radio button and choose (call center overflow solutions).

Select the channel that you desire to utilize (only standard channels are completely supported) and select. The following clients are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you utilize this choice, it can use up to 24 hours for the Call line to be completely operational.

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

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Note New users included to a group can take up to 8 hours for their first call to arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as agents to the Call line. Essential Known concern: Assigning personal channels to Call queues When using a personal channel calls will be distributed to all members of the group even if the private channel only has a subset of employee.

decreases the amount of time it takes for a caller to be connected to a representative after the representative accepts the call. For conference mode to work, agents in the Call queue need to utilize among the following customers: The most recent version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Groups, Just mode. Agents who do not meet the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call queues if your representatives are utilizing suitable clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call center. As soon as you've chosen your call answering alternatives, 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 line from Skype for Organization Server. Conference mode is required if Groups users need to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for as much as 2 seconds when very first joining the call.

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

When using and when there are less employs queue than offered agents, only the very first two longest idle agents will be presented with calls from the queue. 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 receiving a call from the queue after appearing.