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To set up 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 include an existing resource account: Under, choose the button to add a resource account for this Call queue.

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Select the button next to the resource account you want to assign to this Call queue. At the bottom of the pane, select the button. If you need to create a resource account: Under, choose the button to add a resource account for this Call queue. On the pane, search for any set of letters to bring up the results dropdown.

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On the pane: Type in a detailed. Agents see this name when a call exists 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, choose the button. Representatives see the resource account name when they receive an incoming call.

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

On the pane, search for the resource account(s) you want to allow agents to use for outgoing caller ID purposes. Select the button next to the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed phone number: Under, select the button to include a resource account.

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

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After you have actually developed this new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. When you've selected a language, pick the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they show up in the line.

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

Groups offers default music to callers while they are on hold in a line. The default music provided in Groups Call lines is without any royalties payable by your company. If you desire to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and protecting all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include intellectual home and other rights in any music, sound effects, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might consist of artists, stars, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, control or certify the music copyrights, sound effects, audio and other intellectual property rights.

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Evaluation the prerequisites for including representatives to a Call queue. You can add up to 200 agents through a Groups channel. You need to be a member of the group or the creator or owner of the channel to include a channel to the line. To utilize a Teams channel to handle the queue: Select the radio button and select (overflow phone answering service).

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

You can amount to 20 representatives separately and approximately 200 representatives by means of groups. If you desire to add specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and then select. To to the line: Select, search for the group, choose, 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, only the first 200 members, in alphabetical order, will be included as representatives to the Call queue. Crucial Understood concern: Appointing personal channels to Call lines When using a private channel calls will be distributed to all members of the group even if the private channel just has a subset of employee.

lowers the amount of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue should utilize one of the following customers: The most recent variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Groups, Only mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We advise allowing conference mode for your Call queues if your representatives are utilizing suitable clients (overflow virtual receptionist). Pointer Setting to is the suggested setting. overflow answering service. When you have actually selected your call answering alternatives, 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 queue from Skype for Business Server. Conference mode is required if Teams users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for approximately 2 seconds when very first joining the call.

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

When utilizing and when there are less employs queue than available agents, just the first two longest idle agents will exist with calls from the queue. When using, there may be times when an agent gets a call from the line shortly after becoming not available, or a brief delay in receiving a call from the line after appearing.