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To set up a Call queue, in the Teams admin center, broaden, choose, and then select. Type a name for the Call queue in package at the top. overflow virtual receptionist. To include 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 wish to assign to this Call line. At the bottom of the pane, pick the button. If you require to produce a resource account: Under, pick the button to include a resource represent this Call queue. On the pane, look for any set of letters to bring up the results dropdown.

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On the pane: Key in a detailed. Representatives 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, choose the button. Agents see the resource account name when they get an inbound call.

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Appoint outgoing caller ID numbers for the agents by specifying one or more resource accounts with a phone number. Agents can select which outbound caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can utilize 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 wish to permit representatives to utilize for outgoing caller ID purposes. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you don't have a resource account with a designated contact number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Type in a descriptive. Representatives see this name when a call is provided 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 created this brand-new resource represent calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. Once you've picked a language, pick the button at the bottom of the page. Define if you want to play a greeting to callers when they get here in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (approximately 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.

Teams offers default music to callers while they are on hold in a queue. The default music provided in Teams Call queues is free of any royalties payable by your company. If you desire to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all essential rights and permissions to utilize 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 material in the audio file from all pertinent rights holders, which may consist of artists, actors, performers, artists, songwriters, authors, 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 intellectual residential or commercial property rights.

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Review the prerequisites for including representatives to a Call queue. You can add up to 200 representatives by means of a Teams channel. You should be a member of the team or the developer or owner of the channel to add a channel to the line. To use a Groups channel to handle the queue: Select the radio button and choose (overflow answering service).

Select the channel that you wish to use (just basic channels are completely supported) and select. The following customers 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 choice, it can use up to 24 hr for the Call queue to be fully functional.

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

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Keep in mind New users contributed to a group can use up to 8 hours for their very first call to show up. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as representatives to the Call line. Crucial Known concern: Appointing private channels to Call lines When using a personal channel calls will be distributed to all members of the team even if the private channel just has a subset of staff member.

reduces the quantity of time it considers a caller to be linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call queue should use among the following customers: The most recent variation of the Microsoft Teams desktop customer, 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 included in the call routing list. We recommend enabling conference mode for your Call lines if your representatives are utilizing suitable clients (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow call handling. As soon as you have actually chosen your call answering 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 Service Server. Conference mode is required if Teams users require to consult/transfer calls with Call queues. Agents might hear the configured music on hold in line for as much as 2 seconds when first signing up with the call.

If you require 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 utilize, select,, or as the.

When using and when there are less contacts queue than readily available agents, only the first two longest idle agents will be provided with calls from the queue. When using, there may be times when a representative gets a call from the line quickly after becoming not available, or a brief hold-up in getting a call from the queue after appearing.