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To establish 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, select the button to include a resource represent this Call queue.

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Select the button beside the resource account you wish to assign to this Call queue. At the bottom of the pane, select the button. If you need to develop a resource account: Under, choose the button to add a resource account for 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: Enter a descriptive. Agents see this name when a call is provided to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, choose the button. Representatives see the resource account name when they get an inbound call.

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Designate outbound caller ID numbers for the representatives by specifying one or more 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)/ Automobile Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you want to permit representatives to utilize 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 assigned telephone number: Under, select the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a descriptive. Representatives see this name when a call exists to them. Key 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 created this new resource account for 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 have actually picked a language, pick the button at the bottom of the page. Define if you wish 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 (up to 1000 characters) when the Call line addresses a call. Note When using Text to Speech, the text must be entered in the language chosen for the Call queue.

Groups offers default music to callers while they are on hold in a line. The default music provided in Groups Call lines is devoid of any royalties payable by your company. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all required rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may include artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, manage or license the music copyrights, sound impacts, 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 Groups channel. You should be a member of the team or the developer or owner of the channel to include a channel to the line. To use a Groups channel to handle the queue: Select the radio button and choose (overflow call center).

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

You can add up to 20 representatives individually and approximately 200 agents by means of groups. If you want to include specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and then choose. To to the queue: Select, look for the group, select, and then 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 arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as representatives to the Call queue. Crucial Known problem: Assigning private channels to Call queues When utilizing a private channel calls will be dispersed to all members of the team even if the private channel only has a subset of staff member.

minimizes 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 one of the following customers: The most current variation 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 should be set to Groups, Just mode. Representatives who do not meet the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call queues if your agents are using compatible customers (overflow virtual receptionist). Idea Setting to is the advised setting. overflow call center. When you've chosen 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 Service Server. Conference mode is required if Groups users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in queue for as much as 2 seconds when first signing up with the call.

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

When using and when there are less calls in queue than offered representatives, only the first 2 longest idle representatives will exist with calls from the queue. When using, there may be times when a representative receives a call from the queue quickly after becoming not available, or a brief delay in getting a call from the queue after ending up being offered.