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To establish a Call queue, in the Groups admin center, expand, select, and then 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 include 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 line. At the bottom of the pane, choose the button. If you need to create a resource account: Under, select the button to add a resource represent this Call queue. On the pane, look for any set of letters to pull up the results dropdown.

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On the pane: Type in a descriptive. Agents see this name when a call exists to them. Key in a detailed for the resource account. Select the dropdown and select. 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 incoming call.

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Designate outbound caller ID numbers for the agents 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, representatives can use 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 desire to permit agents to use for outbound caller ID purposes. Select the button next to the resource account with an appointed phone number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned contact 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 detailed. Agents see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you have actually developed this new resource represent calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. Once you've selected a language, select the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (approximately 1000 characters) when the Call line addresses a call. Keep in mind When using Text to Speech, the text must be entered in the language selected for the Call line.

Teams supplies default music to callers while they are on hold in a line. The default music provided in Groups Call queues is devoid of any royalties payable by your company. 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 necessary rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all pertinent rights holders, which might include artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, manage or certify the music copyrights, sound effects, audio and other copyright rights.

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Review the prerequisites for including agents to a Call line. You can add up to 200 representatives via a Groups channel. You need to belong to the group or the creator or owner of the channel to include a channel to the queue. To utilize a Groups channel to manage the line: Select the radio button and choose (overflow call answering service).

Select the channel that you wish to use (just basic channels are completely supported) and select. The following clients are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you use this option, it can use up to 24 hr for the Call queue to be completely operational.

You can include up to 20 representatives separately and as much as 200 representatives through groups. If you wish to add specific users or groups to the queue: Select the radio button. To to the queue: Select, search for the user, choose, and after that choose. To to the queue: Select, look for the group, select, and after that select.

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Note New users contributed to a group can take 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 added as agents to the Call queue. Crucial Known concern: Designating private channels to Call lines When using a private channel calls will be distributed to all members of the group even if the personal channel only has a subset of team members.

reduces the quantity of time it takes for a caller to be connected to an agent after the agent accepts the call. For conference mode to work, representatives in the Call queue should use among the following clients: The most current 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 need to be set to Groups, Only mode. Representatives who don't fulfill 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 customers (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call answering. When you've chosen your call answering choices, 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 queue from Skype for Business Server. Conference mode is required if Groups users require to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for as much as 2 seconds when first joining the call.

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

When utilizing and when there are less hires line than offered representatives, only the very first 2 longest idle agents will be provided with calls from the line. When using, there may be times when an agent gets a call from the queue quickly after becoming unavailable, or a brief delay in getting a call from the queue after becoming offered.