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To set up a Call queue, in the Groups admin center, expand, choose, and then select. 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 include a resource account for this Call queue.

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Select the button next to the resource account you desire to appoint to this Call line. At the bottom of the pane, choose the button. If you need to produce a resource account: Under, select the button to add 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: Enter a detailed. Representatives see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, pick the button. Representatives see the resource account name when they receive an inbound call.

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

On the pane, look for the resource account(s) you want to allow agents to utilize for outgoing caller ID purposes. Select the button beside the resource account with an assigned phone number. Select the button at the bottom of the pane. If you don't 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: Type in a descriptive. Agents see this name when a call is presented to them. Key in a descriptive 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 produced this new resource account for 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 chosen 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 pick, the system reads the text that you type (approximately 1000 characters) when the Call line responds to a call. Keep in mind When utilizing Text to Speech, the text should be entered in the language picked for the Call queue.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is complimentary of any royalties payable by your organization. If you desire to play a specific audio file, pick and submit an MP3, WAV, or WMA file. Note You are responsible for separately clearing and protecting all necessary rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include intellectual home 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, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other celebrations who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the requirements for including agents to a Call queue. You can add 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 include a channel to the line. To use a Teams channel to handle the queue: Select the radio button and select (overflow call center).

Select the channel that you desire to use (only basic channels are completely supported) and choose. The following customers are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this alternative, it can take up to 24 hr for the Call queue to be fully functional.

You can amount to 20 representatives separately and approximately 200 agents via groups. If you wish to include specific users or groups to the queue: Select the radio button. To to the line: Select, search for the user, choose, and then select. To to the queue: 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 arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as representatives to the Call line. Crucial Understood concern: Designating personal channels to Call queues When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel only has a subset of staff member.

lowers the quantity of time it takes for a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue need to use one of the following customers: The most current variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts must be set to Teams, Only mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We advise allowing conference mode for your Call queues if your agents are utilizing suitable customers (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call handling. When you have actually picked your call addressing alternatives, pick 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 Organization Server. Conference mode is required if Teams users need 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, choose,, 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 need to use, select,, or as the.

When using and when there are less hires queue than available agents, just the very first two longest idle agents will exist with calls from the queue. When utilizing, there may be times when a representative gets a call from the line soon after becoming unavailable, or a brief hold-up in getting a call from the line after appearing.