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To set up a Call queue, in the Groups admin center, broaden, choose, and then choose. 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 add a resource represent this Call line.

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Select the button beside the resource account you want to designate to this Call queue. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, choose the button to add a resource represent this Call queue. On the pane, search for any set of letters to pull up the outcomes dropdown.

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

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Assign outgoing caller ID numbers for the agents by specifying one or more resource accounts with a telephone number. Representatives can select which outgoing caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Line (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 allow agents to utilize for outbound caller ID purposes. Select the button next to the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated telephone number: Under, pick 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 exists to them. Enter a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button.

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After you've created this new resource represent calling ID, you'll still need to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you enable them. Once you've chosen a language, select the button at the bottom of the page. Specify if you wish 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 choose, the system checks out the text that you type (up to 1000 characters) when the Call line answers a call. Note When utilizing Text to Speech, the text must be entered in the language chosen for the Call line.

Groups offers default music to callers while they are on hold in a queue. The default music supplied in Teams Call queues is devoid of any royalties payable by your company. If you wish to play a particular audio file, select and publish an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all required rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which might consist of intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, which might include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Evaluation the requirements for including agents to a Call line. You can add up to 200 agents by means of a Teams channel. You should belong to the group or the creator or owner of the channel to add a channel to the queue. To utilize a Teams channel to handle the queue: Select the radio button and choose (overflow answering service).

Select the channel that you desire to utilize (only basic channels are fully supported) and select. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Note If you utilize this option, it can use up to 24 hr for the Call line to be completely operational.

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

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

minimizes the quantity of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue need to utilize one of the following clients: The latest variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Groups, Only mode. Representatives who do not meet the requirements aren't included in the call routing list. We recommend allowing conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call handling. When you've selected your call responding to choices, select 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 Groups users require to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in queue for approximately 2 seconds when very first signing up with the call.

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

When utilizing and when there are less hires line than readily available representatives, only the first two longest idle agents will exist with calls from the queue. When using, there may be times when a representative receives a call from the queue quickly after becoming not available, or a short delay in receiving a call from the line after appearing.