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

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Select the button next to the resource account you wish to appoint to this Call queue. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, choose the button to add a resource account for this Call line. On the pane, look for any set of letters to bring up the results dropdown.

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On the pane: Type in a detailed. Agents see this name when a call is presented 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. Agents see the resource account name when they get an inbound call.

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Designate outbound caller ID numbers for the agents by specifying several resource accounts with a contact number. Representatives can pick which outbound caller ID number to use with each outgoing call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Automobile Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to permit representatives to utilize for outgoing 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 a designated phone number: Under, pick the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Representatives see this name when a call exists to them. Type in a descriptive 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 created this 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. When you have actually selected a language, select the button at the bottom of the page. Define if you desire 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 select, the system checks out the text that you type (up to 1000 characters) when the Call line addresses a call. Keep in mind When utilizing Text to Speech, the text must be entered in the language selected for the Call line.

Teams provides default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is without any royalties payable by your company. If you wish to play a specific audio file, pick and upload an MP3, WAV, or WMA file. Note You are responsible for separately clearing and protecting all required rights and authorizations to use any music or audio file with your Microsoft Teams service, which may include intellectual home and other rights in any music, sound results, audio, brands, names, and other material in the audio file from all relevant rights holders, which might include artists, actors, entertainers, 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 impacts, audio and other intellectual property rights.

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Review the prerequisites for adding agents to a Call queue. You can amount to 200 representatives via a Teams channel. You must belong to the team or the developer or owner of the channel to include a channel to the line. To utilize a Teams channel to handle the queue: Select the radio button and choose (overflow call handling).

Select the channel that you wish to utilize (only basic channels are fully supported) and choose. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you use this alternative, it can use up to 24 hours for the Call line to be fully operational.

You can include up to 20 agents separately and as much as 200 agents via groups. If you want to add individual users or groups to the line: Select the radio button. To to the queue: Select, look for the user, select, and after that select. To to the line: Select, look for the group, select, and after that choose.

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Keep in mind New users contributed to a group can use up to 8 hours for their very first call to show up. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Known concern: Designating personal channels to Call lines When using a personal channel calls will be dispersed to all members of the group even if the personal channel just has a subset of employee.

decreases the amount of time it takes for a caller to be linked to an agent after the representative accepts the call. For conference mode to work, agents in the Call line need to use one of the following clients: The current variation 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, Just mode. Agents who don't satisfy the requirements aren't included in the call routing list. We recommend allowing conference mode for your Call queues if your agents are utilizing compatible clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. call center overflow solutions. Once you've picked your call answering alternatives, 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 Service Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in queue for up to 2 seconds when first signing up with the call.

If you need to utilize Conference mode, select,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the agents, the mix of and isn't supported. If you need to use, choose,, or as the.

When using and when there are less hires queue than available representatives, only the very first two longest idle agents will exist with calls from the queue. When using, there might be times when a representative gets a call from the queue shortly after ending up being unavailable, or a brief hold-up in getting a call from the line after becoming readily available.