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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 queue in package at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to include a resource represent this Call queue.

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Select the button next to the resource account you wish to assign to this Call line. At the bottom of the pane, choose the button. If you require to create a resource account: Under, select the button to add a resource account for this Call line. On the pane, look for any set of letters to bring up the outcomes dropdown.

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On the pane: Type in a descriptive. 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, select the button. On the pane, select the button. Representatives see the resource account name when they receive an incoming call.

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Assign outgoing caller ID numbers for the agents 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 Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to enable representatives to utilize for outbound caller ID purposes. Select the button next to the resource account with a designated contact number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed telephone number: Under, choose the button to include 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 is presented to them. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've created this brand-new resource represent 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 enable them. When you've picked a language, pick the button at the bottom of the page. Specify if you wish to play a greeting to callers when they arrive in the queue.

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

Groups offers default music to callers while they are on hold in a queue. The default music supplied in Teams Call lines is without any royalties payable by your company. If you desire to play a specific audio file, select and upload 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 may include copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all pertinent rights holders, which may include artists, stars, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other intellectual property rights.

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Review the requirements for adding agents to a Call queue. You can amount to 200 agents via a Teams channel. You must belong to the group or the creator or owner of the channel to add a channel to the line. To utilize a Teams channel to manage the queue: Select the radio button and select (overflow call center services).

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

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

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Keep in mind New users added 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. Crucial Known problem: Designating personal channels to Call queues When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel only has a subset of group members.

minimizes the quantity of time it considers a caller to be connected to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue should utilize among the following customers: The most current version 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 need to be set to Groups, Only mode. Agents who don't satisfy the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call lines if your agents are using suitable clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow answering service. As soon as you've picked your call addressing options, pick 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 required if Teams users require to consult/transfer calls with Call lines. Agents may hear the configured music on hold in queue for as much as 2 seconds when very first joining the call.

If you require to utilize Conference mode, choose,, or as the. If you require to utilize Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the representatives, the combination 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 agents, just the first 2 longest idle representatives will be presented with calls from the queue. When utilizing, there might be times when an agent receives a call from the line soon after becoming unavailable, or a brief delay in getting a call from the queue after becoming available.