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To set up a Call line, in the Groups admin center, expand, select, 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, select the button to include a resource account for this Call queue.

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Select the button beside the resource account you desire to assign to this Call line. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, select the button to include a resource represent 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 descriptive. Agents see this name when a call exists to them. Type in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, pick the button. Agents see the resource account name when they get an incoming call.

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Appoint outgoing caller ID numbers for the representatives by specifying several resource accounts with a contact number. Agents can pick which outbound caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can utilize their Call Queue (CQ)/ Automobile Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you wish to enable representatives to use for outbound 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 do not have a resource account with a designated phone number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Enter a descriptive. Representatives see this name when a call is provided to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, select the button.

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After you've produced this new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've picked a language, select the button at the bottom of the page. Define if you desire to play a greeting to callers when they get here in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system checks out the text that you type (approximately 1000 characters) when the Call line answers a call. Keep in mind When utilizing Text to Speech, the text needs to be gone into in the language picked for the Call line.

Teams provides default music to callers while they are on hold in a line. The default music supplied in Groups Call queues is complimentary of any royalties payable by your organization. If you wish to play a particular audio file, choose and publish an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and consents to use any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all appropriate rights holders, which might include artists, actors, performers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, manage or certify the music copyrights, sound results, audio and other copyright rights.

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Evaluation the prerequisites for adding agents to a Call line. You can add up to 200 agents via a Groups channel. You must be a member of the group or the creator or owner of the channel to include a channel to the queue. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call answering service).

Select the channel that you wish to utilize (only standard channels are completely supported) and select. The following clients are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Keep in mind If you use this choice, it can take up to 24 hours for the Call queue to be fully functional.

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

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Keep in mind New users included to a group can take up to 8 hours for their first call to get here. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be included as representatives to the Call line. Important Understood problem: Designating private channels to Call queues When utilizing a private channel calls will be distributed to all members of the team even if the private channel only has a subset of group members.

decreases the amount 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 line need to use one of the following customers: 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, Just mode. Agents who do not fulfill the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your representatives are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow answering service. As soon as you have actually picked your call addressing options, 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 line from Skype for Company 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 up to 2 seconds when very first signing up with the call.

If you require to use Conference mode, choose,, or as the. If you need to utilize 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 need to utilize, select,, or as the.

When utilizing and when there are less calls in line than available representatives, just the first two longest idle agents will be presented with calls from the line. When utilizing, there might be times when an agent gets a call from the line soon after becoming not available, or a brief delay in getting a call from the queue after appearing.