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To establish a Call queue, in the Groups admin center, broaden, 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, select the button to include a resource represent this Call line.

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Select the button beside the resource account you desire to appoint to this Call line. At the bottom of the pane, select the button. If you require to develop a resource account: Under, choose the button to include a resource account for this Call queue. On the pane, look for any set of letters to bring up the results dropdown.

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

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Designate outgoing caller ID numbers for the representatives by specifying one or more resource accounts with a phone number. Agents can select which outgoing caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can use 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 permit representatives to use for outbound caller ID functions. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you do not have a resource account with a designated contact number: Under, choose the button to add 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 is presented to them. Key in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button.

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After you've developed this new resource represent calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you've picked a language, choose the button at the bottom of the page. Define if you wish to play a greeting to callers when they get here in the queue.

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

Groups offers default music to callers while they are on hold in a line. The default music supplied in Groups Call queues is totally free of any royalties payable by your company. If you desire to play a particular audio file, choose and publish an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all required rights and approvals to utilize any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all relevant rights holders, which may consist of artists, actors, entertainers, artists, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or license the music copyrights, sound results, audio and other intellectual residential or commercial property rights.

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Review the requirements for adding representatives to a Call line. You can include up to 200 representatives via a Teams channel. You must be a member of the group or the creator or owner of the channel to add a channel to the line. To use a Groups channel to handle the queue: Select the radio button and choose (overflow call center services).

Select the channel that you want 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 customer Keep in mind If you use this choice, it can use up to 24 hours for the Call queue to be fully functional.

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

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Note New users contributed to a group can use up to eight hours for their first call to arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Known issue: Designating private channels to Call lines When utilizing a personal channel calls will be dispersed to all members of the group even if the private channel only has a subset of team members.

minimizes the amount 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 line must use among the following customers: The most recent version of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Teams, Only mode. Agents who don't meet the requirements aren't consisted of in the call routing list. We recommend enabling conference mode for your Call lines if your agents are using compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call answering. Once you've chosen your call answering options, 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 queue from Skype for Business Server. Conference mode is required if Groups users need to consult/transfer calls with Call lines. Agents may hear the configured music on hold in queue for up to 2 seconds when first signing up with the call.

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

When utilizing and when there are less calls in line than readily available agents, just the very first 2 longest idle agents will exist with calls from the line. When using, there might be times when an agent gets a call from the line soon after ending up being unavailable, or a brief delay in getting a call from the queue after becoming offered.