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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 line in package at the top. overflow virtual receptionist. To add an existing resource account: Under, pick 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 designate to this Call queue. At the bottom of the pane, select the button. If you require to create a resource account: Under, pick the button to add a resource account for this Call line. On the pane, search for any set of letters to pull up the results dropdown.

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On the pane: Key in a detailed. Representatives see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, pick the button. Representatives see the resource account name when they get an inbound call.

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

On the pane, look for the resource account(s) you want to permit representatives to use for outbound caller ID functions. Select the button next to the resource account with an assigned phone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed phone number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. Representatives see this name when a call is provided to them. Key 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 developed this brand-new resource represent calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. When you've picked a language, select the button at the bottom of the page. Define if you wish to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no bigger than 5 MB. If you choose, the system checks out the text that you type (up to 1000 characters) when the Call line answers a call. Note When using Text to Speech, the text must be gone into in the language chosen 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 want 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 required rights and authorizations to use any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound results, audio, brands, names, and other material in the audio file from all relevant rights holders, which may include artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or license the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for adding representatives to a Call queue. You can include 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 add a channel to the line. To utilize a Groups channel to manage the line: Select the radio button and select (overflow call center).

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

You can amount to 20 representatives separately and as much as 200 representatives via groups. If you desire to add private users or groups to the line: Select the radio button. To to the line: Select, look for the user, choose, and then choose. 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 get here. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Known problem: Designating personal channels to Call lines When utilizing a personal channel calls will be dispersed to all members of the team even if the personal channel only has a subset of group members.

reduces the quantity of time it takes for a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call line need to utilize one of the following clients: The newest 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 must be set to Groups, Only mode. Representatives who do not meet the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call lines if your representatives are utilizing suitable customers (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. As soon as you have actually selected your call addressing alternatives, 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 Company Server. Conference mode is required if Groups users need to consult/transfer calls with Call lines. Agents may hear the configured music on hold in line for approximately 2 seconds when first joining the call.

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

When using and when there are less hires line than available agents, only the very first 2 longest idle agents will exist with calls from the queue. When utilizing, there may be times when an agent receives a call from the queue quickly after becoming not available, or a short hold-up in getting a call from the queue after ending up being available.