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

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Select the button beside the resource account you desire to designate to this Call line. At the bottom of the pane, select the button. If you need to create a resource account: Under, choose the button to include a resource represent this Call queue. On the pane, look for any set of letters to bring up the outcomes dropdown.

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

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Appoint outgoing caller ID numbers for the representatives by defining one or more resource accounts with a contact number. Representatives can select which outgoing caller ID number to use with each outbound call they make. Within the Calls App, representatives can use 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 want to permit agents to utilize for outbound caller ID purposes. Select the button beside 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 add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a detailed. Agents see this name when a call is presented to them. Key in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button.

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After you've produced this brand-new resource represent calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. When you've selected a language, pick the button at the bottom of the page. Define if you desire to play a greeting to callers when they arrive in the queue.

The uploaded recording can be no larger than 5 MB. If you choose, 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 must be entered in the language picked for the Call line.

Teams supplies default music to callers while they are on hold in a queue. The default music provided in Groups Call lines 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 independently clearing and protecting all essential rights and approvals to utilize any music or audio file with your Microsoft Teams service, which may include intellectual property and other rights in any music, sound impacts, audio, brands, names, and other material in the audio file from all pertinent rights holders, which may include artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, manage or accredit the music copyrights, sound results, audio and other intellectual property rights.

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Review the requirements for adding representatives to a Call queue. You can add up to 200 agents through a Teams channel. You must be a member of the team or the creator or owner of the channel to include a channel to the line. To use a Groups channel to handle the line: Select the radio button and choose (overflow call answering).

Select the channel that you desire to utilize (only standard channels are fully supported) and select. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Note If you utilize this alternative, it can take up to 24 hr for the Call line to be totally operational.

You can amount to 20 agents separately and as much as 200 representatives through groups. If you wish to add private users or groups to the queue: Select the radio button. To to the line: Select, search for the user, select, and then choose. To to the line: Select, search for the group, select, and then select.

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Note New users contributed to a group can use up to 8 hours for their first call to show up. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as agents to the Call line. Essential Known issue: Designating personal channels to Call queues When using a personal channel calls will be distributed to all members of the team even if the private channel just has a subset of group members.

reduces the quantity of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue need to utilize among the following clients: 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 Agents' Teams accounts should be set to Teams, Just mode. Agents who do not fulfill the requirements aren't consisted of in the call routing list. We recommend enabling conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Idea Setting to is the advised setting. overflow call answering service. When you've selected your call answering alternatives, 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 Service Server. Conference mode is needed if Groups users require to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for approximately 2 seconds when 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. Keep in mind If Compliance recording is enabled on the representatives, the mix of and isn't supported. If you require to utilize, choose,, or as the.

When utilizing and when there are less employs queue than available agents, only the very first two longest idle representatives will be provided with calls from the queue. When using, there may be times when a representative receives a call from the line quickly after ending up being not available, or a brief delay in receiving a call from the line after ending up being readily available.