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

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, choose the button. If you need to create a resource account: Under, select the button to add a resource represent this Call queue. On the pane, search for any set of letters to bring 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. Key in a descriptive 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 receive an inbound call.

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Designate outgoing caller ID numbers for the representatives by defining one or more resource accounts with a phone number. Agents can pick 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 want to allow representatives to utilize for outbound caller ID functions. Select the button beside the resource account with an assigned contact number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned contact number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a descriptive. Agents see this name when a call exists to them. Key in a detailed 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 brand-new resource represent calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow 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 larger than 5 MB. If you pick, the system reads the text that you type (as much as 1000 characters) when the Call line addresses a call. Note When using Text to Speech, the text should be entered in the language selected for the Call line.

Teams supplies default music to callers while they are on hold in a line. The default music supplied in Groups Call lines is free of any royalties payable by your company. If you wish to play a specific audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all necessary rights and authorizations to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, control or license the music copyrights, sound results, audio and other copyright rights.

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Review the requirements for adding representatives to a Call queue. You can amount to 200 representatives through a Teams channel. You need to belong to the team or the developer or owner of the channel to include a channel to the line. To use a Groups channel to manage the queue: Select the radio button and choose (overflow answering service).

Select the channel that you wish to use (just standard channels are fully supported) and select. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this option, it can take up to 24 hr for the Call line to be totally functional.

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

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Note New users contributed to a group can take up to 8 hours for their 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 representatives to the Call line. Important Understood issue: Designating personal channels to Call queues When utilizing a private channel calls will be dispersed to all members of the group even if the personal channel just has a subset of staff member.

reduces the quantity of time it takes for a caller to be linked to an agent after the representative accepts the call. For conference mode to work, representatives in the Call line need to utilize one of the following clients: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Groups, Only mode. Agents who do not meet the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call queues if your agents are utilizing compatible clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call center. When you've selected your call answering 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 line from Skype for Service Server. Conference mode is needed if Groups users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for up to 2 seconds when first signing up with the call.

If you need to use 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 representatives, the combination of and isn't supported. If you require to use, choose,, or as the.

When utilizing and when there are less employs queue than offered agents, just the very first two longest idle representatives will exist with calls from the line. When utilizing, there may be times when an agent gets a call from the line shortly after becoming unavailable, or a short delay in getting a call from the line after ending up being available.