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

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Select the button next to the resource account you want to assign to this Call line. At the bottom of the pane, pick the button. If you require to create a resource account: Under, choose the button to include a resource represent this Call line. On the pane, search for any set of letters to bring up the outcomes dropdown.

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On the pane: Key in a descriptive. Agents see this name when a call is provided to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, select the button. Agents see the resource account name when they receive an incoming call.

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

On the pane, look for the resource account(s) you desire to enable 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 do not 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: Enter a descriptive. Agents see this name when a call is provided to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you've produced this new resource represent calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you have actually chosen a language, select the button at the bottom of the page. Define if you want to play a greeting to callers when they show up in the queue.

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

Teams offers default music to callers while they are on hold in a line. The default music provided in Teams Call queues is free of any royalties payable by your organization. If you wish to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and permissions to use any music or audio file with your Microsoft Teams service, which may consist of intellectual property and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all pertinent rights holders, which might include artists, stars, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or license 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 include up to 200 representatives via a Groups channel. You need to be a member of the group or the developer or owner of the channel to add a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and choose (overflow call center services).

Select the channel that you wish to utilize (only basic channels are totally supported) and choose. The following customers are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this alternative, it can use up to 24 hours for the Call line to be fully functional.

You can include up to 20 agents separately and approximately 200 representatives via groups. If you wish to include individual users or groups to the line: Select the radio button. To to the queue: Select, look for the user, choose, and then choose. To to the queue: Select, search for the group, select, and then select.

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Note 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 very first 200 members, in alphabetical order, will be included as representatives to the Call queue. Crucial Known concern: Appointing private channels to Call queues When utilizing a private channel calls will be distributed to all members of the group even if the private channel only has a subset of employee.

lowers the amount of time it considers a caller to be linked 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 version of the Microsoft Teams desktop customer, 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 Groups, Just mode. Agents who don't fulfill the requirements aren't included in the call routing list. We recommend allowing conference mode for your Call queues if your representatives are utilizing compatible clients (overflow virtual receptionist). Idea Setting to is the recommended setting. overflow call answering. When you've selected your call addressing choices, 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 Business Server. Conference mode is needed 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 first joining the call.

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

When using and when there are less employs line than available representatives, 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 queue quickly after ending up being not available, or a short hold-up in getting a call from the queue after appearing.