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To establish a Call queue, in the Groups admin center, expand, choose, and after that 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 line.

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Select the button beside the resource account you wish to assign to this Call line. At the bottom of the pane, select the button. If you require to produce a resource account: Under, select the button to add a resource account for this Call line. On the pane, search for any set of letters to pull up the outcomes dropdown.

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On the pane: Type in a descriptive. Agents see this name when a call exists to them. Type in 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. Agents see the resource account name when they receive an inbound call.

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

On the pane, look for the resource account(s) you want to allow representatives to use for outgoing caller ID purposes. Select the button next to the resource account with an assigned phone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated telephone number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Key in a detailed. Agents 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.

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After you've developed this new resource account for calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've picked a language, select the button at the bottom of the page. Define if you want to play a greeting to callers when they show up 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 (up to 1000 characters) when the Call line addresses a call. Keep in mind When using Text to Speech, the text must be entered in the language picked for the Call line.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is without any royalties payable by your company. If you want to play a specific audio file, choose and submit an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all needed rights and consents to use any music or audio file with your Microsoft Teams service, which may include copyright 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 consist of artists, stars, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for including representatives to a Call queue. You can amount to 200 representatives through a Groups channel. You need to be a member of the team or the creator or owner of the channel to add a channel to the line. To utilize a Teams channel to handle the queue: Select the radio button and select (overflow answering service).

Select the channel that you wish to use (just standard channels are fully 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 utilize this choice, it can use up to 24 hr for the Call line to be totally operational.

You can include up to 20 agents separately and up to 200 representatives via groups. If you desire to include individual users or groups to the queue: Select the radio button. To to the line: Select, search for the user, choose, and after that select. 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 first call to show up. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be added as representatives to the Call queue. Important Known issue: Designating private channels to Call queues When utilizing a private channel calls will be distributed to all members of the group even if the private channel just has a subset of employee.

lowers the quantity of time it considers a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call line need to utilize one of the following clients: The most recent variation of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts should be set to Teams, Only mode. Representatives who don't meet the requirements aren't consisted of in the call routing list. We suggest making it possible for conference mode for your Call queues if your agents are using suitable clients (overflow virtual receptionist). Suggestion Setting to is the recommended setting. overflow call answering. As soon as you've picked your call answering 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 Organization Server. Conference mode is required if Teams users require to consult/transfer calls with Call lines. Representatives 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 need to use Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the agents, the mix of and isn't supported. If you need to utilize, select,, or as the.

When using and when there are less employs queue than offered representatives, only the first 2 longest idle representatives will exist with calls from the line. When using, there may be times when an agent gets a call from the queue soon after becoming not available, or a brief hold-up in receiving a call from the line after appearing.