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

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On the pane: Type in a descriptive. Representatives see this name when a call is provided to them. Enter 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. Agents see the resource account name when they receive an incoming call.

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Assign outbound caller ID numbers for the agents by specifying one or more resource accounts with a contact number. Agents can select which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can utilize their Call Line (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable agents to use for outbound caller ID functions. Select the button beside 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 an appointed 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. 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, pick the button.

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After you've produced this new resource account for 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 allow them. As soon as you have actually selected a language, choose the button at the bottom of the page. Define if you want to play a greeting to callers when they get here in the queue.

The uploaded recording can be no bigger than 5 MB. If you choose, the system checks out the text that you type (up to 1000 characters) when the Call queue responds to a call. Keep in mind When using Text to Speech, the text should be entered in the language chosen for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music supplied in Groups Call lines is complimentary of any royalties payable by your organization. If you want to play a specific audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all necessary rights and consents to use any music or audio file with your Microsoft Teams service, which may include intellectual home and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or certify the music copyrights, sound impacts, audio and other intellectual property rights.

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Evaluation the requirements for adding representatives to a Call line. You can add up to 200 agents through a Groups channel. You need to belong to the group or the developer or owner of the channel to add a channel to the line. To utilize a Teams channel to handle the line: Select the radio button and select (overflow call handling).

Select the channel that you wish to utilize (just standard channels are completely 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 use up to 24 hours for the Call queue to be totally operational.

You can include up to 20 agents individually and approximately 200 agents through groups. If you want to add specific users or groups to the line: Select the radio button. To to the queue: Select, look for the user, choose, and then select. To to the queue: Select, search for the group, choose, and after that select.

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Keep in mind New users included to a group can use up to eight hours for their very first call to get here. If there are more than 200 members in the group, just the very first 200 members, in alphabetical order, will be added as representatives to the Call line. Essential Known issue: Assigning 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 team members.

decreases 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, representatives in the Call line need to utilize among the following customers: The most recent variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 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 advise allowing conference mode for your Call lines if your representatives are utilizing suitable clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call handling. Once you've picked your call addressing 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 Groups users require to consult/transfer calls with Call lines. Agents might hear the configured music on hold in line for approximately 2 seconds when very first signing up with the call.

If you need to use Conference mode, choose,, or as the. If you need to utilize Attendant routing, set Conference mode to. Keep in mind If Compliance recording is allowed on the representatives, the mix of and isn't supported. If you need to utilize, choose,, or as the.

When using and when there are less contacts queue than offered agents, just the very first 2 longest idle representatives will be presented with calls from the queue. When using, there might be times when a representative receives a call from the line shortly after ending up being not available, or a short hold-up in receiving a call from the line after appearing.