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To establish a Call queue, in the Groups admin center, expand, select, and after that choose. Type a name for the Call line in the box at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to add a resource account for this Call queue.

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

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On the pane: Key in a detailed. Representatives 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, pick the button. On the pane, select the button. Representatives see the resource account name when they get an incoming call.

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Assign outbound caller ID numbers for the agents by defining several resource accounts with a contact number. Representatives can choose which outbound caller ID number to use with each outgoing call they make. Within the Calls App, agents 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 representatives to use 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 assigned telephone 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 descriptive. Representatives see this name when a call exists to them. Enter 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 new resource account for calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. When you've picked a language, pick the button at the bottom of the page. Define if you desire 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 pick, the system reads the text that you type (as much as 1000 characters) when the Call queue responds to a call. Note When using Text to Speech, the text needs to be entered in the language picked for the Call queue.

Teams offers default music to callers while they are on hold in a queue. The default music supplied in Teams Call queues is totally free of any royalties payable by your organization. If you wish to play a specific audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all required 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 results, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might consist of artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or accredit the music copyrights, sound results, audio and other intellectual residential or commercial property rights.

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Review the requirements for including agents to a Call queue. You can add up to 200 representatives via a Groups channel. You need to belong to the group 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 choose (overflow call answering service).

Select the channel that you desire to utilize (only basic channels are completely supported) and choose. The following customers are supported when using a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this alternative, it can take up to 24 hours for the Call queue to be completely functional.

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

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Keep in mind 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 first 200 members, in alphabetical order, will be added as representatives to the Call line. Essential Known issue: Assigning private channels to Call queues When using a private channel calls will be distributed to all members of the group even if the personal channel just has a subset of staff member.

lowers the amount of time it considers a caller to be linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call queue should utilize among the following customers: The current variation 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 must be set to Groups, Only mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call queues if your representatives are utilizing suitable clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow answering service. When you've picked your call addressing 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 Business Server. Conference mode is required if Teams users require to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for up to 2 seconds when first joining the call.

If you need to use Conference mode, choose,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the representatives, the mix of and isn't supported. If you require to use, select,, or as the.

When utilizing and when there are less calls in line than available representatives, only the very first 2 longest idle agents will be provided with calls from the line. When utilizing, there may be times when a representative receives a call from the line quickly after becoming not available, or a short hold-up in receiving a call from the line after becoming readily available.