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To set up a Call queue, in the Teams admin center, expand, choose, and after that choose. Type a name for the Call queue in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to add a resource account for this Call queue.

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

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

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Assign outgoing caller ID numbers for the agents by specifying one or more 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, agents can utilize their Call Queue (CQ)/ Vehicle Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to permit representatives to use for outbound 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 do not have a resource account with an assigned telephone number: Under, pick the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. Agents see this name when a call exists to them. Enter 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'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 prompts and voicemail transcription, if you enable them. Once you've selected a language, choose the button at the bottom of the page. Define if you wish to play a greeting to callers when they arrive in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text should be gone into in the language chosen for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is without any royalties payable by your organization. If you wish to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all needed rights and authorizations to use any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may consist of artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or accredit the music copyrights, sound effects, audio and other intellectual home rights.

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Evaluation the requirements for including agents to a Call line. You can include up to 200 agents via a Groups channel. You should belong to the group or the developer or owner of the channel to add a channel to the queue. To use a Groups channel to manage the line: Select the radio button and select (overflow call handling).

Select the channel that you want to utilize (only standard channels are fully supported) and choose. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this choice, it can use up to 24 hours for the Call queue to be fully operational.

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

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Keep in mind New users contributed to a group can take up to eight hours for their very first call to show up. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be included as agents to the Call line. Important Known issue: Assigning 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.

decreases the quantity of time it considers a caller to be connected to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue should utilize among the following customers: The most recent variation 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 need to be set to Groups, Only mode. Agents who do not meet the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. call center overflow solutions. Once you've chosen your call addressing alternatives, 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 lines. Representatives may 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 require to use Attendant routing, set Conference mode to. Keep in mind 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 calls in queue than readily available representatives, only the first two longest idle agents will exist with calls from the queue. When using, there may be times when an agent gets a call from the line shortly after ending up being unavailable, or a brief hold-up in receiving a call from the queue after becoming offered.