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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 the box at the top. overflow virtual receptionist. To include an existing resource account: Under, choose the button to add a resource represent this Call line.

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Select the button next to the resource account you wish to designate to this Call queue. At the bottom of the pane, choose the button. If you need to develop a resource account: Under, select the button to add a resource represent this Call queue. 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 exists to them. Enter a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, pick 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 defining several resource accounts with a phone number. Representatives can select which outgoing caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Line (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to permit agents to utilize for outbound caller ID functions. 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 assigned phone number: Under, choose the button to include a resource account.

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

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After you've created 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 allow them. When you've picked a language, pick the button at the bottom of the page. Define if you wish to play a greeting to callers when they arrive in the queue.

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

Teams provides default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is totally free of any royalties payable by your company. If you wish to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all necessary rights and consents to use any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound effects, audio, brand names, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or accredit the music copyrights, sound effects, audio and other copyright rights.

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Evaluation the prerequisites for including representatives to a Call line. You can add up to 200 agents by means of a Teams channel. You need to be a member of the team or the creator or owner of the channel to include a channel to the line. To use a Teams channel to manage the line: Select the radio button and select (call center overflow solutions).

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 lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this option, it can take up to 24 hr for the Call line to be fully functional.

You can amount to 20 agents individually and approximately 200 agents by means of groups. If you desire to include private users or groups to the line: Select the radio button. To to the line: Select, look for the user, choose, and after that choose. To to the line: Select, look for the group, choose, and after that select.

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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 line. Essential Understood concern: Assigning personal channels to Call lines When using a private channel calls will be distributed to all members of the team even if the personal channel just has a subset of staff member.

lowers the amount of time it takes for a caller to be connected to a representative after the representative accepts the call. For conference mode to work, agents in the Call queue should use among the following customers: 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 need to be set to Teams, Only mode. Agents who don't satisfy the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call lines if your agents are using compatible customers (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call center. Once you've selected your call responding to options, 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 queue 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 queue for approximately 2 seconds when very first signing up with the call.

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

When utilizing and when there are less employs line than offered representatives, just the first two longest idle agents will be presented with calls from the line. When utilizing, there may be times when a representative receives a call from the queue shortly after becoming unavailable, or a brief hold-up in receiving a call from the line after becoming offered.