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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 queue in the box at the top. overflow virtual receptionist. To include an existing resource account: Under, pick the button to include a resource account for this Call line.

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Select the button next to the resource account you want to designate to this Call queue. At the bottom of the pane, choose the button. If you require to create 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 pull up the outcomes dropdown.

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On the pane: Enter a detailed. Representatives see this name when a call is provided to them. Enter a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, pick 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 select which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, agents can utilize 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 want to permit agents to utilize for outbound caller ID functions. Select the button next to the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned phone number: Under, pick the button to include a resource account.

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

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After you have actually produced this new resource account for calling ID, you'll still need to: Select a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. When you have actually picked a language, choose the button at the bottom of the page. Define if you want to play a greeting to callers when they arrive in the queue.

The uploaded recording can be no larger than 5 MB. If you choose, the system reads the text that you type (approximately 1000 characters) when the Call line responds to a call. Note When using Text to Speech, the text needs to be gone into in the language selected for the Call line.

Teams provides default music to callers while they are on hold in a line. The default music provided in Groups Call queues is totally free of any royalties payable by your company. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may consist of intellectual property and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all relevant rights holders, which may consist of artists, stars, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, control or license the music copyrights, sound results, audio and other intellectual property rights.

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Evaluation the requirements for including agents to a Call queue. You can add up to 200 representatives via a Groups channel. You should belong to the group or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to handle the queue: Select the radio button and choose (overflow call handling).

Select the channel that you desire to use (only standard channels are completely supported) and choose. The following clients are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this choice, it can use up to 24 hours for the Call line to be totally operational.

You can add up to 20 agents separately and up to 200 representatives through groups. If you desire to add individual users or groups to the line: Select the radio button. To to the queue: Select, search for the user, select, and then select. 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 8 hours for their first call to get here. 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 problem: Assigning personal channels to Call lines When using a private channel calls will be distributed to all members of the team even if the personal channel just has a subset of staff member.

decreases the quantity of time it considers a caller to be linked to an agent after the representative accepts the call. For conference mode to work, representatives in the Call queue should use one of 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 on Agents' Teams accounts need to be set to Teams, Just mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We recommend enabling conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow answering service. As soon as you've picked your call answering 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 queue from Skype for Service Server. Conference mode is required if Teams users require to consult/transfer calls with Call queues. Agents might hear the configured music on hold in queue for approximately 2 seconds when first joining the call.

If you need to use 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 agents, the combination of and isn't supported. If you require to use, choose,, or as the.

When utilizing and when there are less calls in queue than readily available representatives, just the first two longest idle agents will be presented with calls from the line. When utilizing, there may be times when a representative gets a call from the queue soon after ending up being unavailable, or a brief hold-up in getting a call from the queue after becoming available.