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To set up a Call line, in the Teams admin center, expand, select, and then select. 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 include a resource represent this Call queue.

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Select the button next to the resource account you desire to assign to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, choose the button to include a resource account for this Call queue. On the pane, look for any set of letters to bring up the results dropdown.

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On the pane: Key in a detailed. Agents see this name when a call exists to them. Key in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, pick the button. Representatives see the resource account name when they receive an inbound call.

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Assign outgoing caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can choose which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you want to allow representatives to use for outbound caller ID functions. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you do not have a resource account with a designated phone number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. Agents 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 developed this new resource represent calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once you've selected a language, select the button at the bottom of the page. Specify if you desire to play a welcoming to callers when they arrive in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system reads the text that you type (up to 1000 characters) when the Call line responds to a call. Note When utilizing Text to Speech, the text needs to be gone into in the language selected for the Call queue.

Groups offers default music to callers while they are on hold in a queue. The default music supplied in Groups Call queues is complimentary of any royalties payable by your organization. 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 needed rights and consents to utilize any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which may consist of artists, stars, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative 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 requirements for including agents to a Call line. You can add up to 200 agents via a Teams channel. You should be a member of the team or the developer or owner of the channel to add a channel to the queue. To use a Groups channel to manage the line: Select the radio button and select (overflow call center services).

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

You can amount to 20 agents individually and as much as 200 representatives by means of groups. If you wish to include private users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the line: Select, look for the group, select, and after that select.

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Keep in mind New users included to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be added as agents to the Call queue. Important Understood problem: Appointing private channels to Call lines When utilizing a private channel calls will be dispersed to all members of the group even if the private channel only has a subset of staff member.

decreases the amount of time it takes for a caller to be linked to an agent after the representative accepts the call. For conference mode to work, representatives in the Call queue should utilize 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 on Agents' Teams accounts must be set to Groups, Only mode. Agents who don't satisfy the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call queues if your agents are utilizing suitable clients (overflow virtual receptionist). Idea Setting to is the recommended setting. overflow call answering. As soon as you've chosen your call responding to 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 line from Skype for Business Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in queue for approximately 2 seconds when very first joining the call.

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

When using and when there are less hires queue than readily available representatives, just the very first 2 longest idle representatives will exist with calls from the line. When using, there may be times when an agent receives a call from the line shortly after becoming unavailable, or a brief hold-up in receiving a call from the line after appearing.