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

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Select the button next to the resource account you desire to appoint to this Call line. At the bottom of the pane, pick the button. If you need to create a resource account: Under, select the button to add a resource represent this Call queue. On the pane, look for any set of letters to pull 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. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, choose the button. Representatives see the resource account name when they get an incoming call.

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

On the pane, look for the resource account(s) you desire to enable representatives to use for outbound caller ID functions. Select the button beside 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 a designated telephone number: Under, choose the button to include a resource account.

Select the button at the bottom of the results. On the pane: Key in 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 select. At the bottom of the pane, select the button.

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After you have actually produced this brand-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. As soon as you've picked a language, select the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they show up in the line.

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

Groups provides 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 particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might include artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for including agents to a Call queue. You can add up to 200 agents by means of a Groups channel. You should belong to the team or the creator or owner of the channel to add a channel to the queue. To utilize a Teams channel to manage the line: Select the radio button and select (overflow call answering).

Select the channel that you wish to use (only standard channels are completely supported) and choose. The following clients are supported when using a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you use this option, it can take up to 24 hours for the Call queue to be totally operational.

You can amount to 20 representatives individually and approximately 200 agents by means of groups. If you want to add specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and after that choose. To to the queue: Select, look for the group, choose, and then select.

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Keep in mind New users added to a group can use 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. Important Known issue: Appointing 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 staff member.

decreases the amount of time it considers a caller to be linked to an agent after the agent accepts the call. For conference mode to work, agents in the Call line need to utilize among the following customers: The most recent variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts must be set to Groups, Only mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We advise allowing conference mode for your Call queues if your representatives are utilizing compatible customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call center. Once you've picked your call responding to options, choose 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 require to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line 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. Keep in mind If Compliance recording is made it possible for on the representatives, the combination of and isn't supported. If you need to use, select,, or as the.

When using and when there are less contacts line than offered agents, only the first 2 longest idle representatives will exist with calls from the line. When using, there might be times when a representative gets a call from the line quickly after becoming unavailable, or a short delay in getting a call from the line after appearing.