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To set up a Call queue, in the Teams admin center, broaden, 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 represent this Call line.

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Select the button next to the resource account you want to appoint to this Call line. At the bottom of the pane, choose the button. If you require to produce a resource account: Under, select the button to add 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: Type in a detailed. Agents see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, select the button. Representatives see the resource account name when they receive an inbound call.

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Assign outgoing caller ID numbers for the representatives by defining several resource accounts with a telephone number. Agents can choose which outbound caller ID number to use with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Auto 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 agents to use for outgoing caller ID purposes. Select the button beside the resource account with a designated contact number. Select the button at the bottom of the pane. If you do not have a resource account with a designated phone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. Agents 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, pick the button.

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After you have actually developed this brand-new resource account for 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 allow them. As soon as 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 pick, the system checks out the text that you type (up to 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text needs to be entered in the language selected for the Call queue.

Teams supplies default music to callers while they are on hold in a line. The default music provided in Teams Call queues is free of any royalties payable by your company. If you want to play a particular audio file, pick and publish an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all necessary rights and approvals to utilize any music or audio file with your Microsoft Teams service, which may include intellectual property and other rights in any music, sound impacts, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, control or accredit the music copyrights, sound effects, audio and other intellectual home rights.

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Review the requirements for adding representatives to a Call line. You can add up to 200 representatives through a Teams channel. You need to belong to the team 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 call answering).

Select the channel that you want to utilize (just standard channels are totally supported) and select. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this alternative, it can take up to 24 hours for the Call queue to be totally functional.

You can amount to 20 representatives individually and up to 200 agents through groups. If you desire to include private users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and after that choose. To to the queue: Select, look for the group, choose, and then select.

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Keep in mind New users contributed to a group can take up to eight hours for their very 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. Important Known issue: Designating private channels to Call lines When using a personal channel calls will be dispersed to all members of the group even if the private channel only has a subset of employee.

minimizes the amount of time it considers a caller to be linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line should utilize one of the following customers: The most recent 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, Only mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We advise making it possible for conference mode for your Call queues if your representatives are utilizing compatible clients (overflow virtual receptionist). Idea Setting to is the recommended setting. overflow call handling. As soon as you've selected your call addressing 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 line from Skype for Business Server. Conference mode is needed if Teams users need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in queue for as much as 2 seconds when first signing up with 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 agents, the mix of and isn't supported. If you need to utilize, choose,, or as the.

When using and when there are less hires queue than readily available representatives, only the first two longest idle representatives will be presented with calls from the queue. When using, there may be times when a representative receives a call from the line soon after becoming unavailable, or a short delay in receiving a call from the queue after appearing.