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To establish a Call queue, in the Groups admin center, expand, choose, and then select. Type a name for the Call line in package at the top. overflow virtual receptionist. To add 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 designate to this Call queue. At the bottom of the pane, choose the button. If you require to develop 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: Enter 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, choose 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. Agents can choose which outbound caller ID number to utilize with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Car Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you want to enable agents to utilize 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 contact number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Type in a detailed. Agents see this name when a call is presented to them. Enter a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've created this new resource account for calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. When you've picked a language, choose the button at the bottom of the page. Define if you wish to play a welcoming to callers when they show up in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system checks out 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 gone into in the language selected for the Call line.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Teams Call queues is devoid of any royalties payable by your organization. If you wish to play a particular audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for individually clearing and protecting all essential rights and permissions to use any music or audio file with your Microsoft Teams service, which may include intellectual residential or commercial property and other rights in any music, sound effects, audio, brands, names, and other material in the audio file from all relevant rights holders, which might consist of artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other celebrations who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for adding representatives to a Call line. You can amount to 200 agents 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 utilize a Teams channel to handle the line: Select the radio button and choose (overflow call center).

Select the channel that you wish to use (only basic channels are totally supported) and choose. The following clients are supported when using a Groups 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 line to be totally operational.

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

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Keep in mind New users added 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, just the very first 200 members, in alphabetical order, will be added as representatives to the Call queue. Important Known concern: Appointing private channels to Call lines When using a private channel calls will be distributed to all members of the group even if the private channel just has a subset of team members.

minimizes the quantity of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, representatives in the Call line need to utilize one of the following customers: The latest 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 Teams, Only mode. Agents who don't meet the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call lines if your agents are utilizing suitable customers (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow call answering. Once you've selected your call addressing options, 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 Organization Server. Conference mode is required if Groups users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for up to 2 seconds when very first signing up with the call.

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

When utilizing and when there are less calls in queue than offered agents, just the first 2 longest idle representatives will be provided with calls from the queue. When utilizing, there might be times when a representative receives a call from the line quickly after becoming unavailable, or a short hold-up in receiving a call from the queue after appearing.