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To set up a Call queue, in the Groups admin center, expand, choose, and after that select. Type a name for the Call line in package at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to add a resource account for this Call line.

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Select the button beside the resource account you want to assign to this Call queue. At the bottom of the pane, choose the button. If you need to create a resource account: Under, choose 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: Enter a descriptive. Representatives see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and select. 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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Designate outgoing caller ID numbers for the representatives by defining several resource accounts with a telephone number. Representatives can choose which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, representatives can utilize their Call Line (CQ)/ Automobile 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 outbound caller ID functions. 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 a designated phone 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. Representatives see this name when a call is provided to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button.

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After you've created this brand-new resource account for calling ID, you'll still require to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you allow them. When you have actually chosen a language, select the button at the bottom of the page. Specify if you desire to play a greeting to callers when they show up in the queue.

The uploaded recording can be no larger than 5 MB. If you select, the system checks out the text that you type (approximately 1000 characters) when the Call queue answers a call. Keep in mind When utilizing Text to Speech, the text must be entered in the language selected for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is complimentary of any royalties payable by your organization. If you want to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are responsible for separately clearing and securing all essential rights and permissions to use 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 results, audio, brands, names, and other content in the audio file from all pertinent rights holders, which might consist of artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or certify the music copyrights, sound results, audio and other copyright rights.

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Review the prerequisites for including representatives to a Call line. You can amount to 200 representatives via a Teams channel. You must belong to the group or the developer or owner of the channel to include a channel to the line. To use a Groups channel to handle the line: Select the radio button and select (overflow answering service).

Select the channel that you desire to utilize (just basic channels are completely supported) and choose. The following customers are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Note If you utilize this option, it can use up to 24 hours for the Call queue to be totally functional.

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

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Note New users contributed to a group can use up to eight hours for their first call to arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be included as agents to the Call queue. Important Known problem: Assigning personal channels to Call lines When using a personal channel calls will be distributed to all members of the group even if the personal channel only has a subset of group members.

decreases the amount of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call line need to utilize one of the following customers: The most recent 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 need to be set to Groups, Just mode. Representatives who don't satisfy the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call queues if your representatives are using suitable clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call center services. When you have actually picked your call answering options, 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 Company Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in line 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 need to utilize Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the representatives, the mix of and isn't supported. If you need to use, choose,, or as the.

When utilizing and when there are less employs line than available agents, only the first two longest idle representatives will be presented with calls from the line. When using, there may be times when a representative gets a call from the line shortly after ending up being not available, or a brief delay in receiving a call from the line after appearing.