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

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Select the button beside the resource account you want to appoint to this Call queue. At the bottom of the pane, pick the button. If you need to develop a resource account: Under, choose the button to add a resource account for 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 detailed. Agents see this name when a call exists to them. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, select the button. Agents see the resource account name when they get an incoming call.

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Designate outbound caller ID numbers for the agents by defining several resource accounts with a contact number. Representatives can choose which outgoing caller ID number to utilize with each outbound 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, look for the resource account(s) you desire to allow agents to use for outgoing caller ID functions. Select the button beside the resource account with a designated phone number. Select the button at the bottom of the pane. If you don't 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 descriptive. 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, pick the button.

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After you've developed this new resource account for calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you allow them. When you've picked a language, choose the button at the bottom of the page. Define if you wish to play a welcoming to callers when they show up in the queue.

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

Groups supplies default music to callers while they are on hold in a queue. The default music provided in Teams Call lines is free of any royalties payable by your company. If you wish to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all required 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 effects, audio, brands, names, and other material in the audio file from all pertinent rights holders, which may include artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Evaluation the prerequisites for including representatives to a Call line. You can amount to 200 agents through a Teams channel. You need to 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 handle the queue: Select the radio button and select (overflow call center).

Select the channel that you want to use (only standard channels are fully supported) and choose. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this option, it can take up to 24 hr for the Call queue to be fully functional.

You can amount to 20 agents individually and approximately 200 agents through groups. If you wish to include private users or groups to the line: Select the radio button. To to the queue: Select, search for the user, choose, and then select. To to the line: Select, look for the group, select, and after that choose.

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Keep in mind New users added to a group can take up to eight hours for their very first call to get here. If there are more than 200 members in the group, just 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 lines 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 team members.

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 line must utilize among the following customers: The current version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts should be set to Teams, Only mode. Representatives who don't satisfy the requirements aren't consisted of in the call routing list. We suggest making it possible for conference mode for your Call lines if your representatives are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. As soon as you have actually chosen your call addressing alternatives, 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 needed if Teams users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for up to 2 seconds when very first joining the call.

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

When using and when there are less employs queue than available agents, just the very first two longest idle representatives will exist with calls from the queue. When utilizing, there may be times when an agent receives a call from the line soon after becoming not available, or a short hold-up in receiving a call from the line after appearing.