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

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Select the button next to the resource account you desire to appoint to this Call line. At the bottom of the pane, select the button. If you need to create a resource account: Under, pick the button to include 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: Enter a detailed. Agents 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. On the pane, select the button. Representatives see the resource account name when they get an incoming call.

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Assign outbound caller ID numbers for the representatives by specifying one or more resource accounts with a telephone number. Representatives can select which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable representatives to utilize for outbound caller ID purposes. 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 a designated telephone number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Representatives 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 developed this new resource account for calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. Once you've chosen a language, pick the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the queue.

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

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is devoid of any royalties payable by your company. If you wish to play a specific audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all necessary rights and permissions to use any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound effects, audio, brands, names, and other material in the audio file from all relevant rights holders, which might include artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other celebrations who own, control or license the music copyrights, sound impacts, audio and other copyright rights.

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Evaluation the requirements for including agents to a Call queue. You can add up to 200 agents by means of a Teams channel. You need to be a member of the group or the developer or owner of the channel to include a channel to the line. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call answering).

Select the channel that you want to utilize (only standard channels are fully supported) and choose. The following clients are supported when using a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this option, it can use up to 24 hr for the Call queue to be totally operational.

You can amount to 20 representatives separately and approximately 200 representatives by means of groups. If you wish to include specific users or groups to the line: Select the radio button. To to the queue: Select, look for the user, select, and after that select. To to the queue: Select, look for the group, choose, and after that choose.

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Note New users contributed to a group can take 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 representatives to the Call queue. Important Understood issue: Assigning personal channels to Call queues When utilizing a private channel calls will be dispersed to all members of the team even if the private channel only has a subset of employee.

minimizes the amount of time it considers a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call queue need to use one of the following clients: 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 on Agents' Teams accounts need to be set to Groups, Only mode. Agents who do not 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 utilizing compatible customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call center. Once you've selected your call addressing alternatives, 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 queue from Skype for Service Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. Agents may hear the configured music on hold in line for as much as 2 seconds when very first joining the call.

If you need to use Conference mode, select,, or as the. If you require to utilize Attendant routing, set Conference mode to. Keep in mind If Compliance recording is allowed on the representatives, the mix of and isn't supported. If you need to use, select,, or as the.

When using and when there are less contacts queue than offered agents, just the very first two longest idle agents will be presented with calls from the line. When utilizing, there may be times when an agent receives a call from the line quickly after ending up being unavailable, or a short delay in receiving a call from the line after appearing.