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

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Select the button next to the resource account you wish to assign to this Call line. At the bottom of the pane, choose the button. If you require to develop a resource account: Under, choose the button to add a resource account for this Call queue. On the pane, look for any set of letters to bring up the outcomes dropdown.

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

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

On the pane, look for the resource account(s) you wish to enable agents to use for outgoing caller ID functions. Select the button beside the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with a designated 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. Enter a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you have actually created this brand-new resource account for calling ID, you'll still require to: Pick a supported language. This language is utilized for system-generated voice triggers and voicemail transcription, if you allow them. When you've picked a language, select 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 checks out the text that you type (approximately 1000 characters) when the Call line answers a call. Keep in mind When utilizing Text to Speech, the text needs to be gone into in the language chosen for the Call line.

Teams provides default music to callers while they are on hold in a queue. The default music supplied in Groups Call queues is without any royalties payable by your organization. If you want to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for individually clearing and protecting all required rights and consents to use any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all pertinent rights holders, which might include artists, actors, entertainers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Review the prerequisites for including agents to a Call line. You can amount to 200 representatives through a Teams channel. You should be a member of the group or the developer or owner of the channel to include a channel to the queue. To utilize a Teams channel to handle the line: Select the radio button and select (overflow call center).

Select the channel that you wish to use (just basic channels are completely supported) and choose. The following customers are supported when utilizing a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you utilize this alternative, it can take up to 24 hr for the Call queue to be completely operational.

You can include up to 20 agents separately and approximately 200 agents via groups. If you wish to include individual 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 line: Select, look for the group, select, 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 get here. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as agents to the Call queue. Essential Known concern: Assigning private channels to Call queues When utilizing a personal channel calls will be distributed to all members of the team even if the private channel only has a subset of team members.

lowers the amount of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue need to use one of the following customers: The most recent version 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 must be set to Teams, Only mode. Agents who do not meet the requirements aren't included in the call routing list. We advise making it possible for conference mode for your Call lines if your agents are using suitable customers (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call center. When you've selected your call responding to 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 Business Server. Conference mode is required if Groups users require to consult/transfer calls with Call lines. Agents might hear the configured music on hold in queue for as much as 2 seconds when first joining the call.

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

When using and when there are less hires queue than available agents, only the very first 2 longest idle agents will be presented with calls from the line. When using, there might be times when a representative gets a call from the line shortly after ending up being not available, or a short delay in receiving a call from the queue after appearing.