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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 package at the top. overflow virtual receptionist. To include an existing resource account: Under, select the button to add a resource account for this Call line.

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Select the button next to the resource account you want to designate to this Call queue. At the bottom of the pane, choose the button. If you need to produce a resource account: Under, select the button to include a resource account for this Call line. On the pane, look for any set of letters to bring up the outcomes dropdown.

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On the pane: Type in a detailed. Representatives 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, select the button. On the pane, choose the button. Representatives see the resource account name when they get an incoming call.

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Assign outbound caller ID numbers for the representatives by specifying one or more resource accounts with a telephone number. Representatives can select which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, agents can use their Call Line (CQ)/ Automobile Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to allow representatives to utilize for outgoing caller ID purposes. Select the button beside the resource account with an appointed contact number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned phone number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a descriptive. Representatives see this name when a call is presented to them. Key in a descriptive 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 created this new resource account for calling ID, you'll still need to: Select a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. When you have actually selected a language, select 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 bigger than 5 MB. If you choose, 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 needs to 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 supplied in Teams Call lines is without any royalties payable by your organization. If you want to play a specific audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all essential rights and permissions to use 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 pertinent rights holders, which may consist of artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, control or license the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for adding representatives to a Call queue. You can add up to 200 agents through a Groups channel. You should be a member of the group or the creator or owner of the channel to add a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and select (overflow phone answering service).

Select the channel that you desire to utilize (just standard channels are totally supported) and choose. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you use this alternative, it can take up to 24 hours for the Call queue to be fully functional.

You can add up to 20 representatives separately and as much as 200 representatives via groups. If you desire to include private users or groups to the queue: Select the radio button. To to the queue: Select, search for the user, select, and then choose. To to the line: Select, search for the group, choose, and then choose.

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Note New users contributed to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as representatives to the Call line. Essential Known problem: Designating private channels to Call lines When utilizing a private channel calls will be dispersed to all members of the group even if the private channel just has a subset of group members.

minimizes the quantity of time it takes for a caller to be linked to an agent after the agent accepts the call. For conference mode to work, agents in the Call queue should use one of the following customers: The newest 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 should be set to Groups, Just mode. Agents who don't satisfy the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call queues if your agents are using suitable clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call center. Once you've chosen your call responding to choices, 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 Business Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Agents may 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 mix of and isn't supported. If you require to utilize, select,, or as the.

When using and when there are less contacts line than offered representatives, only the very first two longest idle representatives will be provided with calls from the queue. When utilizing, there may be times when an agent gets a call from the queue shortly after becoming not available, or a short hold-up in getting a call from the queue after becoming offered.