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To set up a Call queue, in the Teams admin center, expand, choose, and then choose. Type a name for the Call line 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 line.

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Select the button beside the resource account you want to designate to this Call line. At the bottom of the pane, select the button. If you require to produce 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: Type in a descriptive. Agents see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, choose the button. Agents see the resource account name when they get an incoming call.

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Assign outgoing caller ID numbers for the representatives by specifying several resource accounts with a phone number. Agents can select which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can utilize their Call Line (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 allow representatives to utilize for outbound caller ID functions. Select the button next to the resource account with a designated phone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed telephone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Type in a detailed. Representatives see this name when a call exists to them. Key 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 have actually 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 selected 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 line.

The uploaded recording can be no bigger than 5 MB. If you pick, the system reads the text that you type (approximately 1000 characters) when the Call queue answers a call. Keep in mind When utilizing Text to Speech, the text should be entered in the language chosen for the Call line.

Teams offers default music to callers while they are on hold in a line. The default music supplied in Teams Call lines is devoid of any royalties payable by your company. If you wish to play a particular audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all needed rights and permissions to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound impacts, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might consist of artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, control or certify the music copyrights, sound results, audio and other copyright rights.

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Review the prerequisites for including representatives to a Call line. You can add up to 200 representatives through a Teams channel. You should belong to the team or the developer or owner of the channel to include a channel to the queue. To use a Groups channel to manage the line: Select the radio button and choose (overflow call handling).

Select the channel that you desire to utilize (just basic channels are completely supported) and select. The following clients are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this alternative, it can take up to 24 hr for the Call queue to be fully functional.

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

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Note New users added to a group can use up to 8 hours for their 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 agents to the Call queue. Important Understood issue: Appointing personal channels to Call lines When utilizing a private channel calls will be distributed to all members of the team even if the private channel only has a subset of employee.

reduces the quantity 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 line should utilize among the following clients: The most recent variation 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 must be set to Groups, Only mode. Agents who do not fulfill the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call lines if your representatives are using suitable clients (overflow virtual receptionist). Idea Setting to is the advised setting. overflow call center. Once you've selected your call responding to options, 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 Business Server. Conference mode is required if Teams users require to consult/transfer calls with Call lines. Agents might 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, select,, 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 combination of and isn't supported. If you require to use, choose,, or as the.

When utilizing and when there are less calls in line than offered representatives, only the first 2 longest idle agents will exist with calls from the line. When using, there might be times when a representative gets a call from the queue shortly after becoming unavailable, or a brief hold-up in receiving a call from the queue after becoming offered.