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

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Select the button next to the resource account you want to appoint to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, choose the button to include a resource account for 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: Type in a detailed. Agents see this name when a call exists to them. Enter a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, select the button. On the pane, select the button. Agents see the resource account name when they get an incoming call.

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Appoint outgoing caller ID numbers for the representatives by defining several resource accounts with a contact number. Representatives can choose which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, agents can use their Call Line (CQ)/ Automobile Attendant (AA) number or their own individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to permit representatives to use for outgoing caller ID functions. Select the button next to 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 an appointed contact number: Under, pick the button to include a resource account.

Select the button at the bottom of the results. On the pane: Type in a descriptive. Representatives see this name when a call exists 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 created this new resource represent calling ID, you'll still need to: Choose a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. As soon as you've chosen a language, pick the button at the bottom of the page. Define if you wish to play a welcoming to callers when they get here in the queue.

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

Groups offers default music to callers while they are on hold in a queue. The default music supplied in Groups Call lines is complimentary of any royalties payable by your company. If you desire to play a specific audio file, choose and publish an MP3, WAV, or WMA file. Note You are responsible 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 intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all appropriate rights holders, which may consist of artists, stars, entertainers, artists, 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 results, audio and other copyright rights.

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Evaluation the prerequisites for adding representatives to a Call queue. You can include up to 200 representatives by means of a Teams channel. You must be a member of the group or the developer or owner of the channel to add a channel to the line. To utilize a Groups channel to handle the queue: Select the radio button and select (overflow call center services).

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

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

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Note New users contributed to a group can use up to eight hours for their very first call to show up. If there are more than 200 members in the group, just the first 200 members, in alphabetical order, will be included as representatives to the Call line. Essential Understood issue: Assigning personal channels to Call lines When using a private channel calls will be dispersed to all members of the group even if the private channel only has a subset of staff member.

minimizes the quantity of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call line should utilize among the following clients: The most current 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 Groups, Only mode. Representatives who don't meet the requirements aren't consisted of in the call routing list. We suggest enabling conference mode for your Call queues if your agents are using compatible clients (overflow virtual receptionist). Suggestion Setting to is the advised setting. overflow call handling. When you've chosen 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 line from Skype for Company Server. Conference mode is needed if Groups users require to consult/transfer calls with Call lines. Agents might hear the configured music on hold in queue for approximately 2 seconds when very first signing up with the call.

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

When using and when there are less calls in queue than offered agents, only the first two longest idle representatives will be provided with calls from the queue. When using, there may be times when a representative receives a call from the queue quickly after ending up being unavailable, or a short hold-up in receiving a call from the line after becoming available.