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To set up a Call queue, in the Teams admin center, broaden, choose, and then choose. Type a name for the Call queue in the box 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 queue. At the bottom of the pane, choose the button. If you require to create a resource account: Under, select the button to include a resource represent this Call queue. On the pane, look for any set of letters to pull up the results 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 choose. 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 incoming call.

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

On the pane, look for the resource account(s) you want to allow agents to use for outbound caller ID purposes. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned contact number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Key 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, pick the button.

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After you've produced this brand-new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you have actually selected a language, pick the button at the bottom of the page. Specify if you want 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 select, the system checks out the text that you type (approximately 1000 characters) when the Call queue responds to a call. Keep in mind When utilizing Text to Speech, the text must be entered in the language picked for the Call line.

Teams provides default music to callers while they are on hold in a line. The default music supplied in Groups Call queues is complimentary of any royalties payable by your organization. If you want to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all needed rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include intellectual residential or commercial property and other rights in any music, sound effects, audio, brand names, names, and other content in the audio file from all pertinent rights holders, which might consist of artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, control or certify the music copyrights, sound results, audio and other intellectual property rights.

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Review the requirements for adding agents to a Call line. You can add up to 200 representatives through a Teams channel. You need to belong to the group or the developer or owner of the channel to include a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and choose (overflow answering service).

Select the channel that you wish to utilize (just standard channels are completely supported) and select. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this alternative, it can take up to 24 hours for the Call line to be completely operational.

You can amount to 20 agents individually and up to 200 agents through groups. If you desire to include private users or groups to the line: Select the radio button. To to the queue: Select, search for the user, choose, and then choose. To to the queue: Select, search for the group, choose, and then select.

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Note New users included to a group can use up to eight hours for their first call to get here. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be included as agents to the Call line. Important Understood issue: Appointing private channels to Call queues When using a personal channel calls will be distributed to all members of the group even if the private channel only has a subset of team members.

minimizes the quantity of time it considers a caller to be connected to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue must use one of the following clients: The current version 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, Only mode. Representatives who don't fulfill the requirements aren't consisted of in the call routing list. We advise enabling conference mode for your Call lines if your agents are using compatible customers (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call handling. When you have actually picked your call addressing 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 queue from Skype for Business Server. Conference mode is required 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 signing up with the call.

If you need to use Conference mode, select,, or as the. If you need to utilize 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, choose,, or as the.

When using and when there are less calls in queue than available representatives, just the first 2 longest idle representatives will exist with calls from the queue. When utilizing, there may be times when an agent gets a call from the queue soon after becoming not available, or a short hold-up in getting a call from the line after appearing.