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

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Select the button next to the resource account you desire to assign to this Call queue. At the bottom of the pane, pick the button. If you require to produce a resource account: Under, choose 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: Enter a detailed. 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. On the pane, pick the button. Agents see the resource account name when they receive an inbound call.

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Designate outgoing caller ID numbers for the representatives by specifying several resource accounts with a telephone number. Agents can choose which outbound caller ID number to utilize with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to allow representatives 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 do not have a resource account with a designated phone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a descriptive. Representatives see this name when a call exists to them. Type 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 created this new resource account for 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 enable them. As soon as you've picked a language, pick the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they get here in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (as much as 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 selected for the Call queue.

Groups supplies default music to callers while they are on hold in a queue. The default music provided in Teams Call queues is without any royalties payable by your company. If you wish to play a particular audio file, select and submit an MP3, WAV, or WMA file. Note You are accountable for independently 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 impacts, audio, brands, names, and other content in the audio file from all appropriate rights holders, which may consist of artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or certify the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Review the requirements for adding agents to a Call line. You can amount to 200 agents via a Teams channel. You must be a member of the group or the developer or owner of the channel to add a channel to the queue. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call answering).

Select the channel that you wish to use (only basic channels are totally supported) and choose. The following clients are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this choice, it can use up to 24 hr for the Call queue to be fully functional.

You can amount to 20 agents separately and up to 200 agents via groups. If you desire to add specific users or groups to the queue: Select the radio button. To to the queue: Select, search for the user, select, and then choose. To to the line: Select, look for the group, select, and after that select.

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Keep in mind New users contributed to a group can take up to 8 hours for their 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 representatives to the Call queue. Important Known issue: Designating private channels to Call queues When using a private channel calls will be distributed to all members of the team even if the personal channel only has a subset of employee.

lowers the amount 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 need to use one of the following customers: The current version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts need to be set to Teams, Only mode. Representatives who don't meet the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call queues if your representatives are using compatible customers (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow call answering. When you've picked your call answering choices, 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 line from Skype for Organization Server. Conference mode is required if Teams users require to consult/transfer calls with Call queues. Agents might hear the configured music on hold in queue for as much as 2 seconds when very first signing up with the call.

If you require to utilize Conference mode, choose,, 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 combination of and isn't supported. If you require to utilize, select,, or as the.

When utilizing and when there are less employs line than offered agents, just the first 2 longest idle agents will be presented with calls from the line. When utilizing, there might be times when a representative receives a call from the line soon after ending up being unavailable, or a short delay in receiving a call from the line after appearing.