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To set up a Call queue, in the Teams admin center, expand, 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, select the button to include a resource represent this Call queue.

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

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Appoint outgoing caller ID numbers for the representatives by specifying one or more resource accounts with a telephone number. Agents can choose which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Auto 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 use for outgoing caller ID functions. Select the button next to the resource account with an appointed telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed telephone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. Agents see this name when a call is presented to them. Type 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 developed this new resource represent calling ID, you'll still require to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you allow them. When you've selected a language, pick the button at the bottom of the page. Specify 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 (up to 1000 characters) when the Call queue answers a call. Note When using Text to Speech, the text must be entered in the language selected for the Call line.

Teams supplies default music to callers while they are on hold in a line. The default music provided in Groups Call queues is devoid of any royalties payable by your company. If you wish to play a particular audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all needed rights and authorizations to utilize 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 relevant rights holders, which might consist of artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective 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 adding representatives to a Call queue. You can amount to 200 agents through a Teams channel. You need to belong to the group or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to handle the queue: Select the radio button and select (overflow phone answering service).

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

You can include up to 20 representatives individually and as much as 200 agents via groups. If you desire to include specific users or groups to the line: Select the radio button. To to the line: Select, look for the user, select, and after that choose. To to the line: Select, search for the group, choose, and after that select.

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Note New users contributed to a group can use up to 8 hours for their first call to get here. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as agents to the Call line. Essential Known issue: Designating private channels to Call queues When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel just has a subset of employee.

reduces the quantity of time it considers a caller to be connected to an agent after the agent accepts the call. For conference mode to work, agents in the Call line must utilize one of the following customers: The latest variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts need to be set to Groups, Just mode. Agents who do not fulfill the requirements aren't consisted of in the call routing list. We recommend allowing conference mode for your Call queues if your representatives are utilizing compatible customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call handling. Once you have actually chosen 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 queue from Skype for Organization Server. Conference mode is needed if Teams users require to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in queue for up to 2 seconds when first signing up with the call.

If you need to utilize Conference mode, select,, or as the. If you need to utilize Attendant routing, set Conference mode to. Keep in mind If Compliance recording is allowed 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 calls in queue than offered agents, just the first 2 longest idle representatives will be presented with calls from the line. When using, there might be times when an agent gets a call from the queue soon after ending up being unavailable, or a brief hold-up in receiving a call from the line after ending up being readily available.