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

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Select the button beside the resource account you wish to assign to this Call line. At the bottom of the pane, select the button. If you need to create a resource account: Under, choose the button to add a resource represent this Call queue. On the pane, look for any set of letters to pull up the results dropdown.

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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, choose the button. On the pane, pick the button. Representatives see the resource account name when they get an incoming call.

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

On the pane, look for the resource account(s) you wish to enable representatives to utilize for outgoing caller ID purposes. Select the button next to the resource account with an assigned phone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated contact number: Under, pick the button to add a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. Representatives see this name when a call is provided 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 brand-new resource account for calling ID, you'll still require 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 selected a language, select the button at the bottom of the page. Specify if you desire to play a greeting to callers when they arrive in the line.

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 queue answers a call. Note When using Text to Speech, the text needs to be gone into in the language picked for the Call queue.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Teams Call lines is devoid of any royalties payable by your company. If you desire to play a particular audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all essential rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all pertinent rights holders, which may consist of artists, stars, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for adding representatives to a Call line. You can add up to 200 representatives via a Groups channel. You should be a member of the team or the creator or owner of the channel to add a channel to the line. To utilize a Teams channel to manage the queue: Select the radio button and choose (overflow call center).

Select the channel that you want to use (just standard channels are completely supported) and select. The following clients are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac customer Keep in mind If you use this option, it can take up to 24 hours for the Call queue to be completely functional.

You can add up to 20 representatives separately and approximately 200 representatives via groups. If you want to add private users or groups to the line: Select the radio button. To to the queue: Select, look for the user, select, and after that choose. To to the queue: Select, look for the group, select, and then choose.

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Keep in mind New users included to a group can use up to eight 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 representatives to the Call line. Crucial Known problem: Appointing personal channels to Call queues When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel only has a subset of team members.

minimizes the quantity of time it takes for a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue should utilize one of the following clients: 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 should be set to Teams, Just mode. Representatives who don't fulfill the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call lines if your agents are using compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. When you've picked your call addressing choices, 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 line from Skype for Business 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 line for up to 2 seconds when first joining the call.

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

When using and when there are less calls in queue than available representatives, only the first two longest idle agents will be provided with calls from the line. When utilizing, there may be times when a representative gets a call from the queue soon after becoming unavailable, or a brief hold-up in receiving a call from the queue after appearing.