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

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Select the button beside the resource account you want to assign to this Call queue. At the bottom of the pane, select the button. If you need to produce 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 pull up the results dropdown.

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On the pane: Type in a detailed. Agents see this name when a call is provided to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they get an incoming call.

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

On the pane, search for the resource account(s) you desire to permit representatives to utilize for outbound caller ID purposes. 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 assigned telephone number: Under, pick the button to add a resource account.

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

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After you've developed this new resource account for calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice prompts 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 welcoming to callers when they arrive in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system reads the text that you type (approximately 1000 characters) when the Call line answers a call. Note When utilizing Text to Speech, the text needs to 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 organization. If you wish to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all required rights and permissions to use any music or audio file with your Microsoft Teams service, which may consist of intellectual residential or commercial property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all pertinent rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective 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 prerequisites for adding agents to a Call line. You can include up to 200 representatives via a Teams channel. You must belong to the team or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to manage the line: Select the radio button and select (overflow call answering service).

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

You can add up to 20 agents separately and approximately 200 agents through groups. If you wish to add specific users or groups to the line: Select the radio button. To to the queue: Select, look for the user, select, and then select. To to the line: Select, search 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 show up. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be added as representatives to the Call line. Crucial Known concern: Assigning personal channels to Call queues When utilizing a personal channel calls will be distributed to all members of the group even if the personal channel just has a subset of employee.

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 queue need to use among the following clients: The most recent version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Groups, Only mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your agents are using compatible clients (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow phone answering service. Once you've picked your call answering 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 line from Skype for Organization Server. Conference mode is required if Teams users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in queue for approximately 2 seconds when very first joining the call.

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

When utilizing and when there are less contacts queue than readily available agents, just the very first two longest idle representatives will be provided with calls from the queue. When utilizing, there may be times when a representative gets a call from the line soon after ending up being unavailable, or a short delay in getting a call from the queue after appearing.