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To set up a Call queue, in the Teams admin center, expand, select, and then choose. Type a name for the Call queue in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to add a resource account for this Call queue.

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Select the button next to the resource account you desire to designate to this Call line. At the bottom of the pane, choose the button. If you need to produce a resource account: Under, pick the button to add a resource account for this Call line. On the pane, look for any set of letters to pull up the outcomes dropdown.

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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, choose the button. On the pane, choose the button. Representatives see the resource account name when they receive an inbound call.

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Appoint outbound caller ID numbers for the agents by defining several resource accounts with a contact number. Agents can choose which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Car Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to permit representatives to utilize for outbound caller ID functions. Select the button beside the resource account with a designated telephone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed contact number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. Agents see this name when a call is provided to them. Enter 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 have actually created this new resource account for calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. Once you've selected a language, select the button at the bottom of the page. Define if you want to play a welcoming to callers when they get here in the line.

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

Groups supplies default music to callers while they are on hold in a line. The default music provided in Teams Call lines is devoid of any royalties payable by your organization. If you want to play a particular audio file, select and publish an MP3, WAV, or WMA file. Note You are responsible for separately clearing and protecting all necessary rights and approvals to use any music or audio file with your Microsoft Teams service, which might include copyright 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, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, control or license the music copyrights, sound effects, audio and other intellectual property rights.

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Evaluation the prerequisites for including representatives to a Call line. You can amount to 200 agents through a Groups channel. You should be a member of the team or the creator or owner of the channel to add a channel to the queue. 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 utilize (just standard channels are totally supported) and select. The following clients are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this option, it can take up to 24 hours for the Call queue to be fully operational.

You can include up to 20 representatives separately and as much as 200 representatives through 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 choose. To to the queue: Select, look for the group, select, and then choose.

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Keep in mind New users included to a group can use up to 8 hours for their very first call to arrive. 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 queue. Important Understood problem: Designating private channels to Call queues When using a private channel calls will be distributed to all members of the team even if the private channel only has a subset of employee.

lowers the amount of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call line should utilize among the following clients: The latest version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts should be set to Teams, Just mode. Representatives who don't meet the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your representatives are using suitable clients (overflow virtual receptionist). Pointer Setting to is the advised setting. overflow call answering. As soon as you've selected your call addressing options, select 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 require to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for approximately 2 seconds when very first signing up with the call.

If you require to utilize Conference mode, select,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the agents, the combination of and isn't supported. If you require to utilize, select,, or as the.

When utilizing and when there are less employs line than readily available agents, only the very first 2 longest idle representatives will be presented with calls from the queue. When using, there may be times when an agent receives a call from the line shortly after becoming unavailable, or a brief hold-up in getting a call from the queue after becoming readily available.