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To establish a Call line, in the Teams admin center, expand, choose, 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, pick the button to include a resource account for this Call queue.

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Select the button beside the resource account you wish to assign to this Call line. At the bottom of the pane, choose the button. If you require to create a resource account: Under, pick the button to include a resource account for 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 detailed. Representatives see this name when a call is presented 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, pick the button. Representatives see the resource account name when they receive an incoming call.

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Assign outbound caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can select which outbound caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you want to enable representatives to utilize for outgoing caller ID functions. Select the button beside the resource account with a designated phone number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned telephone number: Under, select the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Agents see this name when a call exists to them. Key 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 produced this new resource account for calling ID, you'll still require to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you enable them. As soon as you've selected a language, select the button at the bottom of the page. Specify if you wish to play a greeting to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you pick, the system checks out the text that you type (approximately 1000 characters) when the Call queue addresses a call. Keep in mind When using Text to Speech, the text must be entered in the language picked for the Call queue.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is totally free of any royalties payable by your company. If you wish to play a specific audio file, pick and publish an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all necessary rights and approvals to use any music or audio file with your Microsoft Teams service, which may include intellectual property and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all pertinent rights holders, which may consist of artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or license the music copyrights, sound impacts, audio and other copyright rights.

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Evaluation the prerequisites for including agents to a Call queue. You can amount to 200 representatives via a Groups channel. You need to be a member of the group or the developer or owner of the channel to add a channel to the line. To use a Groups channel to manage the line: Select the radio button and choose (overflow call handling).

Select the channel that you wish to use (only basic channels are fully supported) and select. The following customers are supported when using a Teams channel for Call lines: Microsoft Teams Windows client Microsoft Teams Mac client Note If you utilize this choice, it can take up to 24 hours for the Call line to be completely functional.

You can amount to 20 agents separately and as much as 200 representatives by means of groups. If you wish to include specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, select, and then select. To to the line: Select, look for the group, choose, and then select.

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Keep in mind New users contributed to a group can use up to 8 hours for their very first call to show up. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be added as representatives to the Call queue. Important Understood problem: Designating private channels to Call queues When using a private channel calls will be dispersed to all members of the team even if the private channel only has a subset of group members.

lowers the amount of time it takes for a caller to be linked to a representative after the agent accepts the call. For conference mode to work, agents in the Call line must use one of the following customers: The most recent 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 must be set to Teams, Just mode. Agents who do not satisfy the requirements aren't consisted of in the call routing list. We advise enabling conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call answering. When you have actually chosen your call addressing alternatives, 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 Business Server. Conference mode is needed if Teams users require to consult/transfer calls with Call lines. 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 need to utilize Conference mode, choose,, or as the. If you need to utilize Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the representatives, the combination of and isn't supported. If you need to use, select,, or as the.

When using and when there are less contacts line than readily available representatives, only the first two longest idle agents will be provided with calls from the queue. When utilizing, there may be times when a representative gets a call from the line soon after becoming unavailable, or a brief delay in receiving a call from the queue after appearing.