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To set up a Call queue, in the Groups admin center, expand, choose, and then choose. Type a name for the Call line in package at the top. overflow virtual receptionist. To include 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 want to designate to this Call queue. At the bottom of the pane, select the button. If you require to develop a resource account: Under, choose the button to include a resource represent 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 provided to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, pick the button. Representatives see the resource account name when they receive an incoming call.

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

On the pane, search for the resource account(s) you want to permit agents to use for outgoing caller ID purposes. 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 a designated telephone number: Under, choose the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a descriptive. Agents see this name when a call is presented to them. Key in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've created 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 allow them. As soon as you've selected a language, choose the button at the bottom of the page. Specify if you want to play a welcoming to callers when they arrive in the line.

The uploaded recording can be no bigger than 5 MB. If you choose, the system checks out the text that you type (up to 1000 characters) when the Call queue addresses a call. Keep in mind When utilizing Text to Speech, the text should be entered in the language chosen for the Call line.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is without any royalties payable by your company. If you wish to play a specific audio file, choose and publish an MP3, WAV, or WMA file. Note You are responsible for separately clearing and protecting all necessary 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 results, audio, brands, names, and other content in the audio file from all relevant rights holders, which may include artists, actors, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or certify the music copyrights, sound results, audio and other intellectual property rights.

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Review the prerequisites for including representatives to a Call queue. You can amount to 200 representatives by means of a Groups channel. You should belong to the group or the developer or owner of the channel to add a channel to the line. To use a Groups channel to manage the line: Select the radio button and select (overflow phone answering service).

Select the channel that you wish to use (only basic channels are totally supported) and select. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this alternative, it can use up to 24 hours for the Call line to be fully functional.

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

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Note New users contributed to a group can use 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 agents to the Call line. Crucial Understood issue: Designating personal channels to Call lines When using a private channel calls will be distributed to all members of the group even if the private channel only has a subset of team members.

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 clients: The newest 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 must be set to Teams, Only mode. Representatives who don't fulfill the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call queues if your representatives are utilizing suitable customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. Once you've chosen your call responding to 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 line from Skype for Business Server. Conference mode is needed if Teams users need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for as much as 2 seconds when very first joining the call.

If you need to use Conference mode, select,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the agents, the mix of and isn't supported. If you need to use, select,, or as the.

When using and when there are less hires queue than available representatives, only the very first 2 longest idle agents will exist with calls from the queue. When using, there might be times when an agent gets a call from the queue quickly after ending up being not available, or a brief delay in getting a call from the queue after ending up being available.