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

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Select the button next to the resource account you wish to assign to this Call queue. At the bottom of the pane, select the button. If you need to develop a resource account: Under, select the button to add a resource represent this Call line. On the pane, look for any set of letters to pull up the results dropdown.

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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, select the button. On the pane, choose the button. Representatives see the resource account name when they receive an incoming call.

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Assign outbound caller ID numbers for the representatives by specifying several resource accounts with a contact number. Representatives can select which outbound caller ID number to utilize with each outbound call they make. Within the Calls App, representatives can use their Call Queue (CQ)/ Car 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 functions. Select the button beside 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 contact number: Under, choose the button to include a resource account.

Select the button at the bottom of the results. On the pane: Enter a detailed. Representatives see this name when a call is presented 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 have actually created this brand-new resource represent calling ID, you'll still need 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, choose the button at the bottom of the page. Specify if you wish to play a greeting to callers when they arrive in the queue.

The uploaded recording can be no bigger than 5 MB. If you pick, the system reads 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 must be gone into in the language selected for the Call line.

Groups provides default music to callers while they are on hold in a line. The default music provided in Groups Call lines is free of any royalties payable by your organization. If you wish to play a specific audio file, choose and publish an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all necessary rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound impacts, audio, brands, names, and other content in the audio file from all appropriate rights holders, which may consist of artists, actors, entertainers, 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 effects, audio and other intellectual property rights.

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

Select the channel that you wish to use (only basic channels are completely supported) and choose. The following customers are supported when using a Groups channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Keep in mind If you utilize this choice, it can take up to 24 hours for the Call queue to be totally functional.

You can include up to 20 representatives individually and up to 200 agents 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, select, and then choose. To to the line: Select, look for the group, select, and after that select.

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Keep in mind 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, just the very first 200 members, in alphabetical order, will be added as agents to the Call line. Important Understood concern: Designating personal channels to Call lines When utilizing a private channel calls will be distributed to all members of the group even if the private channel only has a subset of employee.

reduces the quantity of time it considers a caller to be connected to an agent after the representative accepts the call. For conference mode to work, representatives in the Call queue should use one of the following customers: The newest 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, Just mode. Agents who don't satisfy the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call queues if your representatives are using compatible clients (overflow virtual receptionist). Suggestion Setting to is the suggested setting. overflow call center. As soon as 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 queue from Skype for Business Server. Conference mode is needed if Groups users need to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for up to 2 seconds when first joining the call.

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

When using and when there are less employs queue than available representatives, only the very first 2 longest idle representatives will exist with calls from the line. When using, there may be times when a representative receives a call from the line shortly after becoming unavailable, or a brief hold-up in getting a call from the queue after appearing.