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To set up a Call queue, in the Groups admin center, broaden, choose, and after that choose. Type a name for the Call queue in package at the top. overflow virtual receptionist. To include an existing resource account: Under, choose 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 assign to this Call line. At the bottom of the pane, choose the button. If you need to develop a resource account: Under, choose the button to add a resource represent this Call line. On the pane, search for any set of letters to pull up the results dropdown.

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

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

On the pane, search for the resource account(s) you wish to allow representatives to utilize for outbound caller ID functions. Select the button next to the resource account with a designated telephone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated contact number: Under, pick the button to include a resource account.

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

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After you've produced this new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. When you've chosen a language, choose the button at the bottom of the page. Define if you desire to play a welcoming to callers when they show up in the queue.

The uploaded recording can be no larger than 5 MB. If you pick, 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 should be entered in the language picked for the Call queue.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Teams 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 responsible for individually clearing and protecting all needed rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may consist of intellectual residential or commercial property and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all pertinent rights holders, which may consist of artists, stars, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or license the music copyrights, sound results, audio and other intellectual property rights.

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Evaluation the requirements for adding agents to a Call line. You can amount to 200 representatives through a Groups channel. You need to belong to the team or the creator or owner of the channel to include a channel to the queue. To utilize a Teams channel to manage the queue: Select the radio button and select (overflow call handling).

Select the channel that you wish to utilize (just standard channels are fully supported) and choose. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac customer Keep in mind If you use this alternative, it can use up to 24 hr for the Call queue to be fully operational.

You can include up to 20 agents individually and up to 200 representatives by means of groups. If you wish to add individual users or groups to the queue: Select the radio button. To to the line: Select, look for the user, select, and after that select. To to the line: Select, look for the group, select, and then choose.

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Note New users added 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 first 200 members, in alphabetical order, will be included as agents to the Call queue. Important Known 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 personal channel just has a subset of employee.

lowers the quantity of time it considers a caller to be linked to an agent after the agent accepts the call. For conference mode to work, representatives in the Call queue should use one of the following customers: The current version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts need to be set to Teams, Just mode. Representatives who don't meet the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call lines if your agents are utilizing compatible clients (overflow virtual receptionist). Pointer Setting to is the advised setting. overflow call center services. Once you've picked your call answering alternatives, 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 Business Server. Conference mode is needed if Groups users require to consult/transfer calls with Call lines. Agents may hear the configured music on hold in queue for up to 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 use Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the representatives, the mix of and isn't supported. If you require to use, choose,, or as the.

When using and when there are less contacts queue than offered agents, just the first 2 longest idle agents will be presented with calls from the queue. When using, there might be times when a representative gets a call from the line soon after becoming unavailable, or a short delay in receiving a call from the queue after appearing.