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To set up a Call line, in the Teams admin center, expand, 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 designate to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, select the button to include 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: Key in a detailed. Representatives see this name when a call is presented 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. Representatives see the resource account name when they get an inbound call.

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Assign outbound caller ID numbers for the agents 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 individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you wish to enable representatives to utilize for outbound caller ID purposes. Select the button beside the resource account with an appointed telephone number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned telephone number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. 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, choose the button.

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After you have actually created this brand-new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. When you have actually picked a language, pick the button at the bottom of the page. Specify 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 pick, 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 should be entered in the language selected for the Call line.

Groups supplies 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 wish to play a specific audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for independently clearing and protecting all needed rights and permissions 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, brand names, names, and other material in the audio file from all relevant rights holders, which might include artists, actors, performers, musicians, songwriters, composers, 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 intellectual property rights.

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Evaluation the prerequisites for including agents to a Call queue. You can include up to 200 agents through a Groups channel. You must belong to the team or the creator or owner of the channel to include a channel to the queue. To utilize a Groups channel to handle the queue: Select the radio button and choose (overflow call answering service).

Select the channel that you desire to use (just standard channels are totally supported) and select. The following customers are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this choice, it can use up to 24 hr for the Call line to be totally operational.

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

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Note New users contributed to a group can use up to eight hours for their very first call to arrive. 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 queue. Important Understood issue: Designating private channels to Call lines When utilizing a private channel calls will be distributed to all members of the group even if the personal channel just has a subset of staff member.

minimizes the amount of time it takes for a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue should utilize one of 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 Agents' Teams accounts must be set to Teams, Only mode. Representatives who don't meet the requirements aren't included in the call routing list. We suggest allowing conference mode for your Call queues if your agents are utilizing suitable clients (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call answering service. When you have actually chosen your call responding to 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 queue from Skype for Business Server. Conference mode is required if Teams users need to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for as much as 2 seconds when first signing up with the call.

If you require to utilize Conference mode, select,, or as the. If you require 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 agents, only the first 2 longest idle agents will be presented with calls from the line. When using, there might be times when an agent receives a call from the line soon after ending up being unavailable, or a brief hold-up in getting a call from the queue after becoming available.