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

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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, choose the button. If you require to produce a resource account: Under, pick the button to include 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: Enter a descriptive. Representatives see this name when a call is presented to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, select the button. Representatives see the resource account name when they get an incoming call.

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Appoint outgoing caller ID numbers for the representatives by defining one or more resource accounts with a phone number. Agents can select which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, representatives can use their Call Line (CQ)/ Automobile Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to enable agents to use for outgoing caller ID functions. Select the button beside the resource account with an appointed telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned telephone number: Under, select the button to add 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 exists to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you've developed this new resource represent 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. Once you've picked a language, pick the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (as much as 1000 characters) when the Call queue answers a call. Keep in mind When using Text to Speech, the text needs to be entered in the language picked for the Call queue.

Groups offers default music to callers while they are on hold in a line. The default music supplied in Teams Call lines is without any royalties payable by your organization. If you desire to play a particular audio file, pick and publish an MP3, WAV, or WMA file. Note You are accountable for individually clearing and protecting all needed rights and consents to use any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound effects, audio, brands, names, and other material in the audio file from all appropriate rights holders, which might include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or license the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for adding agents to a Call queue. You can include up to 200 agents via a Groups channel. You need to belong to the group or the creator or owner of the channel to include a channel to the queue. To use a Teams channel to manage the queue: Select the radio button and select (overflow call center services).

Select the channel that you wish to use (only basic channels are totally supported) and choose. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this choice, it can use up to 24 hr for the Call queue to be fully operational.

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

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Keep in mind New users added 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, only the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Understood problem: Designating personal channels to Call queues When using a personal 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 quantity of time it considers a caller to be linked to an agent after the agent accepts the call. For conference mode to work, agents in the Call line must utilize among the following customers: The most current variation of the Microsoft Teams desktop client, 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 meet the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call queues if your representatives are using compatible clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call handling. As soon as you've selected your call addressing 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 Company Server. Conference mode is required if Groups users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for approximately 2 seconds when first signing up with the call.

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

When using and when there are less calls in line than offered agents, just the first two 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 becoming not available, or a short hold-up in getting a call from the queue after ending up being offered.