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

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Select the button beside the resource account you desire to appoint to this Call queue. At the bottom of the pane, select the button. If you require to produce a resource account: Under, pick the button to add a resource account for this Call line. On the pane, search for any set of letters to pull up the outcomes dropdown.

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On the pane: Key in a descriptive. Representatives see this name when a call is presented to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they get an inbound call.

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Appoint 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)/ Auto Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you desire to enable agents to utilize for outbound caller ID purposes. Select the button beside the resource account with a designated 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 descriptive. Representatives see this name when a call is presented to them. Key in 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 produced this new resource represent calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've picked a language, choose the button at the bottom of the page. Specify if you want to play a greeting to callers when they get here in the queue.

The uploaded recording can be no larger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call line answers a call. Note When using Text to Speech, the text should be entered in the language chosen for the Call queue.

Teams supplies 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 desire to play a specific audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all necessary rights and approvals to use any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might consist of artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or certify the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for adding agents to a Call queue. You can add up to 200 agents via a Groups channel. You need to be a member of the group or the developer or owner of the channel to add a channel to the line. To utilize a Teams channel to manage the line: Select the radio button and select (overflow call handling).

Select the channel that you wish to use (just basic channels are totally supported) and choose. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Note If you use this choice, it can use up to 24 hours for the Call queue to be totally functional.

You can amount to 20 agents separately and as much as 200 representatives through groups. If you wish to add private users or groups to the queue: Select the radio button. To to the line: Select, look for the user, select, and after that choose. To to the line: Select, search for the group, select, and after that select.

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Note New users added to a group can take up to eight hours for their very first call to arrive. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be included as agents to the Call queue. Important Understood issue: Designating private channels to Call queues When using a private channel calls will be dispersed to all members of the team even if the private channel just has a subset of staff member.

minimizes the amount 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 queue should use among the following clients: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts must be set to Groups, Just mode. Agents who do not fulfill 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). Suggestion Setting to is the advised setting. overflow call center. When you've picked your call responding to 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 Organization Server. Conference mode is required if Groups users require to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in queue for approximately 2 seconds when first joining the call.

If you need to utilize Conference mode, select,, or as the. If you need to utilize Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the representatives, 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 line than offered representatives, only the very first 2 longest idle representatives will exist with calls from the line. When using, there may be times when a representative gets a call from the line quickly after ending up being unavailable, or a short delay in receiving a call from the line after becoming offered.