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To establish a Call line, in the Teams admin center, expand, select, and then select. 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 line.

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Select the button next to the resource account you desire to designate to this Call line. At the bottom of the pane, pick the button. If you need to create a resource account: Under, choose the button to add a resource represent this Call line. 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. Agents see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they get an inbound call.

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Assign outgoing caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can choose which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can use their Call Line (CQ)/ Car Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, search for the resource account(s) you desire to allow representatives to utilize for outgoing caller ID functions. Select the button next to the resource account with an assigned contact number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed telephone number: Under, select the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a descriptive. Agents 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, select the button.

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

The uploaded recording can be no bigger than 5 MB. If you choose, the system checks out the text that you type (as much as 1000 characters) when the Call queue answers a call. Note When utilizing Text to Speech, the text needs to be entered in the language chosen for the Call queue.

Teams provides default music to callers while they are on hold in a queue. The default music supplied in Teams Call queues is without any royalties payable by your organization. If you want to play a specific audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include intellectual residential or commercial property 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 include artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or accredit the music copyrights, sound impacts, audio and other copyright rights.

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

Select the channel that you wish to utilize (only standard channels are totally supported) and choose. The following customers are supported when using a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this alternative, it can take up to 24 hours for the Call queue to be fully operational.

You can include up to 20 representatives separately and as much as 200 representatives through groups. If you want to include individual users or groups to the line: Select the radio button. To to the queue: Select, look for the user, select, and after that select. To to the line: Select, search for the group, choose, and after that choose.

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Keep in mind New users included to a group can take up to 8 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. Crucial Known issue: Assigning private channels to Call queues When utilizing a private channel calls will be distributed to all members of the team even if the private channel only has a subset of employee.

minimizes the amount of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line must use one of the following clients: The current variation 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 should be set to Teams, Only mode. Agents who do not satisfy the requirements aren't consisted of in the call routing list. We advise making it possible for conference mode for your Call queues if your agents are utilizing compatible customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call answering. Once you've picked your call answering alternatives, 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 line from Skype for Business Server. Conference mode is required if Teams users need to consult/transfer calls with Call queues. 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 need to utilize Conference mode, choose,, or as the. If you require to utilize Attendant routing, set Conference mode to. Note If Compliance recording is enabled on the representatives, the combination of and isn't supported. If you require to utilize, select,, or as the.

When utilizing and when there are less hires line than offered representatives, only the very first two longest idle representatives will be presented with calls from the line. When utilizing, there might be times when an agent receives a call from the queue shortly after ending up being unavailable, or a brief delay in getting a call from the line after appearing.