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

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, select the button. If you need to produce a resource account: Under, choose the button to include a resource account for this Call line. On the pane, search for any set of letters to pull up the results dropdown.

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On the pane: Enter a detailed. 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. On the pane, select the button. Representatives see the resource account name when they get an inbound call.

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Designate outgoing caller ID numbers for the representatives by defining several resource accounts with a telephone number. Representatives can choose which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, agents can utilize their Call Queue (CQ)/ Vehicle 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 agents to use for outgoing caller ID purposes. Select the button next to the resource account with a designated phone number. Select the button at the bottom of the pane. If you don't 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 results. On the pane: Enter a descriptive. Representatives see this name when a call is provided to them. Key in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you've produced this new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. When you've selected a language, pick the button at the bottom of the page. Specify if you wish to play a greeting to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (approximately 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text should be entered in the language chosen for the Call line.

Groups offers 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 company. If you want to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all relevant rights holders, which might consist of artists, actors, entertainers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, control or accredit the music copyrights, sound results, audio and other intellectual property rights.

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Evaluation the requirements for adding agents to a Call queue. You can include up to 200 representatives via a Groups channel. You need to belong to the team or the developer or owner of the channel to include a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and select (overflow call answering service).

Select the channel that you desire to use (just basic channels are totally supported) and select. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you use this alternative, it can use up to 24 hours for the Call line to be fully operational.

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

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Note New users contributed to a group can use up to 8 hours for their very 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. Essential Known issue: Designating private channels to Call queues When using a private channel calls will be dispersed 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 linked to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line must use among the following clients: The most recent variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Teams, Just mode. Agents who don't satisfy the requirements aren't consisted of in the call routing list. We recommend allowing conference mode for your Call queues if your agents are utilizing compatible clients (overflow virtual receptionist). Pointer Setting to is the advised setting. overflow call answering. Once you've picked your call responding to 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 queue from Skype for Company Server. Conference mode is needed if Teams users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in queue for up to 2 seconds when very first joining the call.

If you require to utilize Conference mode, select,, or as the. If you require to utilize Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the representatives, the combination of and isn't supported. If you require to utilize, select,, or as the.

When using and when there are less calls in queue than offered agents, just the very first 2 longest idle agents will exist with calls from the line. When utilizing, there may be times when an agent receives a call from the queue quickly after becoming unavailable, or a brief hold-up in receiving a call from the queue after appearing.