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To set up a Call queue, in the Teams admin center, broaden, 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, select the button to include a resource represent this Call line.

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Select the button beside the resource account you want to assign to this Call queue. At the bottom of the pane, select the button. If you need to create a resource account: Under, select the button to include a resource represent 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 detailed. Representatives see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, choose the button. Representatives see the resource account name when they receive an inbound call.

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Appoint outgoing caller ID numbers for the representatives by specifying several resource accounts with a telephone number. Agents can choose which outbound caller ID number to use with each outgoing call they make. Within the Calls App, representatives can use their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable agents to use for outgoing caller ID functions. Select the button next to the resource account with an appointed contact 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 include a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a detailed. Representatives see this name when a call exists to them. Enter a descriptive 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 developed this new resource account for calling ID, you'll still need to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've selected a language, select the button at the bottom of the page. Specify if you wish 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 select, the system checks out the text that you type (as much as 1000 characters) when the Call line addresses a call. Note When using Text to Speech, the text should be gone into in the language chosen for the Call line.

Teams provides default music to callers while they are on hold in a queue. The default music supplied in Groups Call queues is devoid of any royalties payable by your organization. If you wish to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and protecting all required rights and consents to use any music or audio file with your Microsoft Teams service, which might consist of intellectual residential or commercial property and other rights in any music, sound results, audio, brands, names, and other material in the audio file from all appropriate rights holders, which may include artists, actors, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other intellectual home rights.

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Review the requirements for adding representatives to a Call queue. You can amount to 200 agents via a Teams channel. You should be a member of 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 answering service).

Select the channel that you wish to utilize (only standard channels are totally 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 alternative, it can use up to 24 hr for the Call line to be fully functional.

You can amount to 20 agents separately and as much as 200 agents by means of groups. If you want to add specific users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the line: Select, look for the group, choose, and then select.

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Note New users contributed to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be included as representatives to the Call line. Important Known issue: Designating private channels to Call queues When utilizing a private channel calls will be distributed to all members of the team even if the personal channel only has a subset of staff member.

reduces the amount of time it takes for a caller to be linked to a representative after the agent accepts the call. For conference mode to work, agents in the Call queue must use one of the following clients: The most recent version 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 need to be set to Teams, Just mode. Agents who don't fulfill the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call lines if your representatives are using compatible customers (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call handling. When you've chosen your call answering options, choose 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 need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for as much as 2 seconds when very first signing up with the call.

If you need to use Conference mode, choose,, or as the. If you require to use Attendant routing, set Conference mode to. Keep in mind If Compliance recording is enabled on the representatives, the combination of and isn't supported. If you need to utilize, select,, or as the.

When using and when there are less hires line than offered representatives, only the first two longest idle representatives will exist with calls from the queue. When utilizing, there might be times when a representative receives a call from the queue shortly after becoming not available, or a brief hold-up in getting a call from the line after appearing.