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

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Select the button next to the resource account you want to assign to this Call line. At the bottom of the pane, select the button. If you need to develop a resource account: Under, choose the button to include a resource account for this Call line. On the pane, search for any set of letters to bring up the results dropdown.

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On the pane: Enter a detailed. 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, pick the button. On the pane, select the button. Agents see the resource account name when they receive an inbound call.

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Assign outgoing caller ID numbers for the representatives by specifying one or more resource accounts with a contact number. Agents can pick which outbound caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can utilize their Call Queue (CQ)/ Vehicle 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 representatives to use for outgoing caller ID functions. Select the button beside the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned contact number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Key in a detailed. Representatives see this name when a call exists to them. Key in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you have actually developed this new resource represent calling ID, you'll still need to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've chosen a language, pick the button at the bottom of the page. Specify if you want to play a greeting to callers when they show up in the queue.

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

Groups provides default music to callers while they are on hold in a line. The default music provided in Teams Call lines is free of any royalties payable by your organization. If you want to play a particular audio file, select and submit an MP3, WAV, or WMA file. Note You are accountable for independently clearing and protecting all necessary rights and consents to utilize any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound effects, audio, brand names, names, and other content 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 companies and any other celebrations who own, control or license the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for adding agents to a Call queue. You can include up to 200 agents through a Groups channel. You need to be a member of 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 queue: Select the radio button and select (overflow call answering).

Select the channel that you want to utilize (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 Keep in mind If you utilize this option, it can use up to 24 hr for the Call queue to be completely functional.

You can amount to 20 agents separately and as much as 200 representatives by means of groups. If you wish to add specific 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 choose.

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Note New users included to a group can use up to 8 hours for their very first call to get here. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Important Known concern: Assigning personal channels to Call queues When utilizing a personal channel calls will be distributed to all members of the group even if the personal channel only has a subset of team members.

minimizes the quantity of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, agents in the Call line should use one of the following clients: The most recent version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts should be set to Teams, Only mode. Representatives who do not meet the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Pointer Setting to is the advised setting. overflow call handling. As soon as you have actually selected your call responding to choices, 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 Company Server. Conference mode is required if Groups users require to consult/transfer calls with Call queues. Agents might 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 utilize Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the representatives, the combination of and isn't supported. If you require to utilize, choose,, or as the.

When utilizing and when there are less hires line than available agents, just the first two longest idle agents will be provided with calls from the line. When utilizing, there may be times when an agent gets a call from the line soon after ending up being unavailable, or a short delay in getting a call from the line after ending up being readily available.