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

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Select the button beside the resource account you wish to assign to this Call queue. At the bottom of the pane, pick the button. If you need to produce a resource account: Under, choose the button to add a resource represent this Call queue. On the pane, search for any set of letters to pull up the results dropdown.

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

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Designate outbound caller ID numbers for the agents by defining one or more resource accounts with a telephone number. Agents can choose 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, look for the resource account(s) you wish to allow representatives to use for outbound caller ID functions. Select the button next to the resource account with a designated contact number. Select the button at the bottom of the pane. If you don't have a resource account with an appointed telephone number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Enter a descriptive. Representatives see this name when a call exists to them. Key in a descriptive 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 produced this new resource represent calling ID, you'll still require to: Select a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've selected a language, select the button at the bottom of the page. Specify if you desire to play a welcoming to callers when they arrive in the queue.

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

Groups supplies default music to callers while they are on hold in a line. The default music provided in Groups Call lines is without 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 required rights and approvals to use any music or audio file with your Microsoft Teams service, which might consist of intellectual home and other rights in any music, sound impacts, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which may include artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, manage or accredit the music copyrights, sound effects, audio and other copyright rights.

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Evaluation the requirements for adding agents to a Call queue. You can amount to 200 agents via a Groups channel. You need to be a member of the group or the creator or owner of the channel to add a channel to the line. To utilize a Teams channel to handle the queue: Select the radio button and select (overflow phone answering service).

Select the channel that you want to utilize (only 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 Keep in mind If you utilize this option, it can take up to 24 hours for the Call queue to be fully operational.

You can amount to 20 agents individually and as much as 200 representatives through groups. If you wish to include individual users or groups to the line: Select the radio button. To to the line: Select, look for the user, choose, and then choose. To to the queue: Select, look for the group, choose, and after that choose.

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Note New users included to a group can use up to eight hours for their 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 added as representatives to the Call queue. Important Known problem: Appointing private channels to Call lines 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 team members.

reduces the amount of time it takes for a caller to be linked to a representative after the agent accepts the call. For conference mode to work, agents in the Call queue should use among the following customers: The most current variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts need to be set to Teams, Only mode. Agents who do not satisfy the requirements aren't included in the call routing list. We suggest making it possible for conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call answering. When you have actually selected your call answering alternatives, 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 line from Skype for Business Server. Conference mode is needed if Groups users require to consult/transfer calls with Call queues. Agents might hear the configured music on hold in queue for up to 2 seconds when 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 enabled on the representatives, the mix of and isn't supported. If you need to utilize, select,, or as the.

When utilizing and when there are less contacts queue than readily available representatives, only the first two longest idle agents will be presented with calls from the line. When utilizing, there might be times when an agent receives a call from the line shortly after becoming not available, or a short delay in receiving a call from the queue after appearing.