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To set up a Call line, in the Teams admin center, expand, choose, and then select. Type a name for the Call queue in package at the top. overflow virtual receptionist. To add an existing resource account: Under, select the button to include 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 queue. At the bottom of the pane, select the button. If you need to create a resource account: Under, choose the button to include a resource represent this Call queue. On the pane, search for any set of letters to pull up the results dropdown.

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On the pane: Type in a descriptive. Agents 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. On the pane, select the button. Representatives see the resource account name when they receive an incoming call.

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

On the pane, search for the resource account(s) you want to allow agents 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 don't have a resource account with an assigned contact number: Under, choose the button to add a resource account.

Select the button at the bottom of the results. On the pane: Type in a detailed. Agents see this name when a call exists to them. Type in 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 created this new resource represent calling ID, you'll still need to: Select a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. When 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 line.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (approximately 1000 characters) when the Call line answers a call. Keep in mind When using Text to Speech, the text needs to be gone into in the language chosen for the Call queue.

Teams offers default music to callers while they are on hold in a line. The default music supplied in Teams Call queues is without any royalties payable by your organization. If you desire to play a particular audio file, choose and submit an MP3, WAV, or WMA file. Note You are responsible for independently clearing and protecting all required rights and authorizations to use any music or audio file with your Microsoft Teams service, which might include copyright and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, which may include artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other celebrations who own, control or certify the music copyrights, sound impacts, audio and other intellectual property rights.

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Review the prerequisites for adding representatives to a Call queue. You can include up to 200 representatives through 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 Groups channel to manage the queue: Select the radio button and select (overflow call answering service).

Select the channel that you wish to utilize (just standard channels are completely supported) and choose. The following clients are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you use this alternative, it can use up to 24 hr for the Call line to be totally operational.

You can amount to 20 agents separately and as much as 200 agents via groups. If you wish to include specific users or groups to the queue: Select the radio button. To to the queue: Select, search 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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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 very first 200 members, in alphabetical order, will be added as agents to the Call line. Essential Known issue: Appointing private channels to Call lines When utilizing a personal channel calls will be distributed to all members of the team even if the personal channel only has a subset of group members.

reduces the quantity of time it takes for a caller to be connected to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue should use one of the following customers: The newest version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Groups, Only mode. Representatives who do not satisfy the requirements aren't included in the call routing list. We advise allowing conference mode for your Call lines if your agents are using suitable customers (overflow virtual receptionist). Idea Setting to is the recommended setting. call center overflow solutions. As soon as you have actually picked your call addressing 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 line from Skype for Business Server. Conference mode is required if Teams users require to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for up to 2 seconds when very first joining the call.

If you need to use Conference mode, select,, or as the. If you require to utilize 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 need to use, select,, or as the.

When using and when there are less employs queue than offered agents, just the first two longest idle representatives will exist with calls from the line. When utilizing, there might 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.