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To set up a Call queue, in the Groups admin center, expand, select, and then choose. Type a name for the Call queue in package at the top. overflow virtual receptionist. To add an existing resource account: Under, pick the button to add a resource represent this Call queue.

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Select the button beside the resource account you want to designate to this Call line. At the bottom of the pane, select the button. If you require to produce a resource account: Under, select the button to add a resource represent 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: Type in a detailed. Representatives see this name when a call exists to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button. On the pane, select the button. Agents see the resource account name when they get an incoming call.

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

On the pane, look for the resource account(s) you desire to allow agents to use for outgoing caller ID purposes. 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 outcomes. On the pane: Enter a detailed. Representatives see this name when a call exists to them. Enter 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 created this brand-new resource represent 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. When you've selected a language, pick the button at the bottom of the page. Specify if you want to play a greeting to callers when they arrive in the line.

The uploaded recording can be no bigger than 5 MB. If you pick, the system reads the text that you type (approximately 1000 characters) when the Call line answers a call. Note When using Text to Speech, the text needs to be entered in the language selected for the Call line.

Groups provides 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 company. If you desire to play a specific audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all necessary rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all pertinent rights holders, which may consist of artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other copyright rights.

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Review the prerequisites for including agents to a Call queue. You can include up to 200 agents through a Teams channel. You should belong to the group or the creator or owner of the channel to include a channel to the line. To utilize a Teams channel to manage the line: Select the radio button and choose (overflow call answering).

Select the channel that you want to use (only basic channels are completely supported) and select. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you utilize this choice, it can take up to 24 hr for the Call line to be fully operational.

You can add up to 20 representatives individually and as much as 200 representatives by means of groups. If you wish to include specific users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and after that select. To to the queue: Select, look for the group, choose, and after that select.

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Note New users added to a group can use up to eight hours for their very first call to show up. 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 queue. Important Understood concern: Assigning personal channels to Call queues When using 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.

decreases the amount of time it takes for a caller to be linked to an agent after the agent accepts the call. For conference mode to work, representatives in the Call queue need to utilize 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 Agents' Teams accounts must be set to Groups, Only mode. Agents who do not satisfy the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call queues if your agents are using compatible customers (overflow virtual receptionist). Idea Setting to is the recommended setting. overflow answering service. When you've selected your call answering options, 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 Organization Server. Conference mode is needed if Groups users require to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in queue for as much as 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 use 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 utilize, choose,, or as the.

When utilizing and when there are less employs line than available agents, only the very first 2 longest idle agents will exist with calls from the line. When using, there may be times when a representative gets a call from the queue shortly after becoming unavailable, or a brief delay in receiving a call from the queue after becoming available.