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To set up a Call line, in the Teams admin center, expand, choose, and after that choose. Type a name for the Call line in the box at the top. overflow virtual receptionist. To add an existing resource account: Under, select the button to include a resource represent 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, choose the button. If you need to develop 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 outcomes dropdown.

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On the pane: Key in a descriptive. Agents see this name when a call is provided to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, choose the button. Representatives see the resource account name when they get an inbound call.

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Appoint outbound caller ID numbers for the representatives by specifying several resource accounts with a phone 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)/ Auto Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable representatives to use for outbound 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 a designated phone number: Under, choose the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter 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 choose. At the bottom of the pane, choose the button.

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After you've created this new resource represent 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. Once you've selected a language, pick the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text needs to be entered in the language selected for the Call queue.

Groups provides default music to callers while they are on hold in a line. The default music provided in Teams Call queues is free of any royalties payable by your company. If you wish to play a specific audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for separately 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 impacts, audio, brand names, names, and other material 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, collective management organizations and any other celebrations who own, control or license the music copyrights, sound impacts, audio and other intellectual property rights.

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Review the prerequisites for adding representatives to a Call queue. You can include up to 200 representatives by means of a Groups channel. You must belong to the group or the developer or owner of the channel to add a channel to the queue. To utilize a Groups channel to manage the queue: Select the radio button and choose (overflow answering service).

Select the channel that you wish to use (only basic channels are completely supported) and choose. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac customer Keep in mind If you utilize this choice, it can use up to 24 hr for the Call queue to be totally functional.

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

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Note New users contributed to a group can take up to 8 hours for their 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 added as agents to the Call line. Essential Known concern: Appointing private channels to Call queues When utilizing a personal channel calls will be dispersed to all members of the group even if the private channel only has a subset of group members.

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 must utilize among the following customers: The latest 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 Groups, Just mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call queues if your representatives are utilizing compatible customers (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. As soon as you've picked 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 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 queue for as much as 2 seconds when first joining the call.

If you need to utilize Conference mode, choose,, or as the. If you require to utilize Attendant routing, set Conference mode to. Keep in mind If Compliance recording is made it possible for on the representatives, the combination of and isn't supported. If you require to utilize, select,, or as the.

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