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To set up a Call queue, in the Groups admin center, expand, choose, and then choose. Type a name for the Call line in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to add 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, select the button. If you need to create a resource account: Under, select the button to include a resource represent this Call queue. On the pane, search for any set of letters to pull up the results dropdown.

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On the pane: Key in a descriptive. Representatives see this name when a call is presented to them. Enter a descriptive 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 get an inbound call.

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Designate outbound caller ID numbers for the representatives by specifying 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, agents can utilize their Call Line (CQ)/ Auto Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to permit agents to utilize for outbound caller ID functions. Select the button beside the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with a designated telephone number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a descriptive. Agents see this name when a call is presented to them. Type in 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've developed this brand-new resource represent calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. As soon as you've chosen a language, select the button at the bottom of the page. Define if you want to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no larger than 5 MB. If you pick, the system reads the text that you type (as much as 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text must be entered in the language selected for the Call queue.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is without 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 responsible for independently clearing and protecting all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might consist of intellectual home and other rights in any music, sound effects, audio, brands, names, and other material in the audio file from all appropriate rights holders, which may include artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, manage or accredit the music copyrights, sound effects, audio and other intellectual home rights.

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Review the prerequisites for adding representatives to a Call line. You can include up to 200 representatives by means of a Teams channel. You need to belong to 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 line: Select the radio button and select (overflow call center services).

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

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

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Note New users contributed to a group can take up to 8 hours for their first call to get here. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be included as representatives to the Call line. Crucial Known problem: Appointing private channels to Call lines When using a personal channel calls will be dispersed to all members of the team even if the private channel just has a subset of employee.

reduces the quantity of time it takes for a caller to be connected to an agent after the agent accepts the call. For conference mode to work, representatives in the Call queue need to use one of the following clients: The most 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 need to be set to Groups, Just mode. Representatives who don't meet the requirements aren't consisted of in the call routing list. We recommend making it possible for conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. Once you have actually chosen your call addressing 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 line from Skype for Organization 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 very first joining the call.

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

When using and when there are less contacts line than available representatives, only the first two longest idle agents will be presented with calls from the line. When utilizing, there might be times when an agent gets a call from the queue soon after becoming not available, or a short delay in receiving a call from the queue after appearing.