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To set up a Call queue, in the Groups admin center, expand, select, and then choose. Type a name for the Call line in the box at the top. overflow virtual receptionist. To include 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 wish to appoint to this Call queue. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, select the button to add a resource account for this Call queue. On the pane, search for any set of letters to pull up the outcomes dropdown.

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On the pane: Enter a descriptive. Representatives see this name when a call exists to them. Type in 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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Appoint outgoing caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can select which outbound caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable representatives to utilize for outgoing caller ID functions. Select the button next to the resource account with a designated phone 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 results. On the pane: Key in a descriptive. Agents see this name when a call exists to them. Enter 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've produced this brand-new resource represent calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once you have actually chosen a language, select the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they show up 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 (up to 1000 characters) when the Call line responds to a call. Note When utilizing Text to Speech, the text should be gone into in the language chosen for the Call queue.

Teams offers default music to callers while they are on hold in a line. The default music supplied in Groups Call queues is without any royalties payable by your organization. If you desire to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all required rights and approvals to use any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might consist of artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, control or license the music copyrights, sound results, audio and other copyright rights.

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Review the prerequisites for adding agents to a Call line. You can add up to 200 agents by means of a Groups channel. You should be a member of the team or the developer or owner of the channel to add a channel to the queue. To utilize a Groups channel to manage the line: Select the radio button and select (overflow answering service).

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

You can add up to 20 representatives separately and up to 200 agents by means of groups. If you desire to add individual 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 queue: Select, search for the group, select, and after that select.

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Keep in mind New users added to a group can use up to 8 hours for their very first call to show up. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as agents to the Call line. Crucial Understood issue: Assigning personal channels to Call lines When utilizing a private channel calls will be dispersed to all members of the team even if the personal channel just has a subset of staff member.

minimizes the amount of time it considers a caller to be linked to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue must utilize one of the following customers: The latest version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts must be set to Groups, Just mode. Representatives who do not satisfy the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call lines if your representatives are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. Once you've selected your call responding to 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 Service Server. Conference mode is needed if Groups 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 first joining the call.

If you require to utilize Conference mode, select,, or as the. If you need to utilize 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 require to utilize, select,, or as the.

When utilizing and when there are less employs line than available agents, just the first 2 longest idle agents will be presented with calls from the queue. When using, there might be times when an agent gets a call from the line soon after becoming unavailable, or a short hold-up in receiving a call from the queue after becoming available.