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

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

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On the pane: Type in a detailed. Representatives see this name when a call is presented 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 inbound call.

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Appoint outbound caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can pick which outbound caller ID number to use with each outgoing 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 wish to enable agents to use for outbound caller ID functions. Select the button beside the resource account with a designated phone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed contact number: Under, pick the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Type in a descriptive. Representatives see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you've produced this brand-new resource account for calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. When you've picked a language, choose 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 bigger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call line answers a call. Note When using Text to Speech, the text needs to be entered in the language picked for the Call line.

Teams provides default music to callers while they are on hold in a queue. The default music supplied in Teams Call queues is devoid of any royalties payable by your organization. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all needed rights and consents to utilize any music or audio file with your Microsoft Teams service, which may include intellectual property and other rights in any music, sound results, audio, brands, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, control or certify the music copyrights, sound effects, audio and other intellectual residential or commercial property rights.

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Review the requirements for including agents to a Call queue. You can amount to 200 agents via a Groups channel. You should be a member of the team or the creator or owner of the channel to include a channel to the line. To use a Groups channel to manage the queue: Select the radio button and select (overflow call center).

Select the channel that you wish to utilize (only standard channels are completely supported) and select. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you utilize this choice, it can take up to 24 hr for the Call queue to be completely operational.

You can amount to 20 agents separately and up to 200 agents through groups. If you desire to add private 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 line: Select, look for the group, select, and then choose.

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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 show up. 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. Essential Known concern: Designating private channels to Call queues When utilizing a personal channel calls will be distributed to all members of the team even if the private channel just has a subset of staff member.

decreases the amount of time it considers a caller to be linked to a representative after the representative accepts the call. For conference mode to work, agents in the Call queue need to utilize among the following clients: 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 Agents' Teams accounts should be set to Teams, Only mode. Representatives who don't meet the requirements aren't consisted of in the call routing list. We suggest making it possible for conference mode for your Call lines if your agents are using suitable customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. Once you have actually picked your call addressing choices, 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 Service Server. Conference mode is needed if Groups users need to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for approximately 2 seconds when first joining the call.

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

When using and when there are less calls in queue than offered agents, just the very first two longest idle agents will be provided with calls from the line. When using, there might be times when a representative receives a call from the line quickly after becoming not available, or a short delay in getting a call from the queue after becoming offered.