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To establish a Call queue, in the Teams admin center, broaden, select, and then choose. Type a name for the Call queue in the box at the top. overflow virtual receptionist. To add 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 appoint to this Call line. At the bottom of the pane, pick the button. If you need to produce a resource account: Under, choose the button to include a resource account for this Call queue. On the pane, search for any set of letters to bring up the results dropdown.

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

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Appoint outbound caller ID numbers for the representatives by defining one or more resource accounts with a contact number. Agents can select which outgoing caller ID number to use 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 want to allow agents to utilize for outbound caller ID functions. Select the button next to the resource account with an assigned contact number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed phone number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Type in a detailed. Agents 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, pick the button.

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After you have actually developed this new resource represent calling ID, you'll still need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. Once you've selected a language, select the button at the bottom of the page. Define 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 reads the text that you type (up to 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text must be entered in the language selected for the Call line.

Groups supplies default music to callers while they are on hold in a line. The default music supplied in Teams Call queues is totally free of any royalties payable by your organization. If you wish to play a specific audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all needed rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which may include intellectual home and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all appropriate rights holders, which may include artists, stars, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound results, audio and other copyright rights.

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Review the prerequisites for adding representatives to a Call queue. You can amount to 200 representatives through a Groups 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 Groups channel to manage the line: Select the radio button and select (overflow call center).

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

You can include up to 20 representatives individually and up to 200 representatives through 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 choose. To to the line: Select, look for the group, choose, and then select.

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Note New users contributed to a group can take up to eight 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 included as agents to the Call queue. Crucial Known concern: Assigning personal channels to Call queues When utilizing a personal channel calls will be distributed to all members of the team even if the personal channel just has a subset of staff member.

lowers the amount 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 use one of the following clients: The latest version 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. Representatives who don't meet the requirements aren't consisted of in the call routing list. We suggest allowing conference mode for your Call lines if your representatives are utilizing compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call handling. When you've picked 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 queue from Skype for Business Server. Conference mode is required if Teams users need to consult/transfer calls with Call queues. Representatives might hear the configured music on hold in line for as much as 2 seconds when very first joining the call.

If you require to utilize Conference mode, select,, or as the. If you need to use Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the agents, the mix of and isn't supported. If you need to use, choose,, or as the.

When utilizing and when there are less contacts queue than readily available agents, only the first two longest idle representatives will be provided with calls from the line. When utilizing, there may be times when an agent gets a call from the queue soon after ending up being not available, or a brief hold-up in getting a call from the line after ending up being readily available.