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To set up a Call line, in the Teams admin center, broaden, select, and after that choose. Type a name for the Call queue in package at the top. overflow virtual receptionist. To add an existing resource account: Under, choose the button to include a resource account for this Call line.

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, pick the button. If you need to create a resource account: Under, pick the button to add a resource account for this Call line. On the pane, search for any set of letters to bring up the results dropdown.

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On the pane: Enter a detailed. Agents see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they get an incoming call.

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Assign outbound caller ID numbers for the agents by defining several resource accounts with a contact number. Representatives can pick 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 personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to enable representatives to utilize for outbound caller ID purposes. Select the button next to 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 appointed contact number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a descriptive. Agents see this name when a call is presented to them. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've developed this new resource account for calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've selected a language, choose the button at the bottom of the page. Specify if you want to play a welcoming to callers when they get here in the line.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text must be gone into in the language selected for the Call queue.

Teams offers default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is devoid of any royalties payable by your organization. If you wish to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all required rights and approvals to use any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all relevant rights holders, which might consist of artists, stars, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or license the music copyrights, sound results, audio and other copyright rights.

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Review the requirements for adding representatives to a Call line. You can add up to 200 agents through a Teams channel. You need to be a member of the team or the creator or owner of the channel to include a channel to the line. To use a Teams channel to handle the line: Select the radio button and select (overflow call center).

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

You can amount to 20 representatives individually and up to 200 agents through groups. If you want to add private users or groups to the queue: Select the radio button. To to the line: Select, look for the user, choose, and then select. To to the queue: Select, look for the group, select, and then select.

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Keep in mind New users added to a group can take up to 8 hours for their very 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 Known issue: Assigning private channels to Call queues When utilizing a private channel calls will be dispersed to all members of the group even if the private channel only has a subset of team members.

decreases the amount of time it takes for a caller to be linked to a representative after the representative accepts the call. For conference mode to work, agents in the Call line must use among the following customers: The newest 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 Teams, Just mode. Representatives who do not meet the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Pointer Setting to is the advised setting. call center overflow solutions. When you've selected your call responding to options, choose 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 needed if Groups users require to consult/transfer calls with Call queues. 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 use Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the agents, the combination of and isn't supported. If you require to utilize, select,, or as the.

When utilizing and when there are less employs line than offered representatives, just the very first two 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 quickly after ending up being not available, or a short hold-up in getting a call from the line after appearing.