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

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Select the button beside the resource account you want to assign to this Call queue. At the bottom of the pane, select the button. If you require to create a resource account: Under, select the button to add a resource account for this Call queue. 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. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button. On the pane, choose the button. Representatives see the resource account name when they receive an inbound call.

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

On the pane, look for the resource account(s) you desire to allow representatives to utilize for outgoing caller ID purposes. Select the button beside the resource account with an assigned phone number. Select the button at the bottom of the pane. If you do not have a resource account with a designated phone number: Under, choose the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a detailed. Agents see this name when a call is presented to them. Enter a detailed for the resource account. Select the dropdown and choose. 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: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once you've picked a language, pick the button at the bottom of the page. Specify if you desire to play a greeting to callers when they get here in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call line responds to a call. Keep in mind When utilizing Text to Speech, the text needs to be gone into in the language selected for the Call queue.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Teams Call queues is without any royalties payable by your company. If you want to play a specific audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for separately clearing and protecting all needed rights and permissions to use any music or audio file with your Microsoft Teams service, which might consist of copyright and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all relevant rights holders, which may consist of artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or license the music copyrights, sound results, audio and other intellectual property rights.

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Evaluation the prerequisites for including agents to a Call queue. You can amount to 200 representatives through a Teams channel. You should belong to the team or the developer or owner of the channel to include a channel to the queue. To utilize a Groups channel to manage the queue: Select the radio button and choose (overflow call handling).

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

You can add up to 20 agents individually and as much as 200 agents through groups. If you wish to include private users or groups to the queue: Select the radio button. To to the line: Select, look for the user, select, and then 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 take up to eight hours for their very first call to arrive. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be added as agents to the Call line. Essential Known problem: Assigning private channels to Call lines When using a private channel calls will be dispersed to all members of the group even if the personal channel only has a subset of team members.

reduces the amount of time it considers a caller to be connected to a representative after the agent accepts the call. For conference mode to work, representatives in the Call queue must utilize among the following clients: The current 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 Groups, Only mode. Representatives who do not fulfill the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your representatives are using compatible clients (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call handling. Once you've selected your call responding to choices, 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 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 line for approximately 2 seconds when first signing up with the call.

If you require to use Conference mode, choose,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is made it possible for on the agents, the combination of and isn't supported. If you need to use, choose,, or as the.

When using and when there are less employs line than readily available representatives, only the very first 2 longest idle agents will exist with calls from the queue. When utilizing, there might be times when an agent receives a call from the line soon after becoming unavailable, or a brief delay in getting a call from the line after appearing.