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To set up a Call line, in the Teams admin center, expand, select, and then choose. 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 account for this Call line.

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Select the button next to the resource account you want to assign to this Call line. At the bottom of the pane, pick the button. If you require to create a resource account: Under, select the button to add a resource represent this Call queue. On the pane, look for any set of letters to pull up the outcomes dropdown.

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

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Appoint outgoing caller ID numbers for the representatives by specifying several resource accounts with a phone number. Agents can select which outgoing caller ID number to utilize with each outgoing call they make. Within the Calls App, representatives can utilize their Call Line (CQ)/ Car 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 use for outbound caller ID purposes. Select the button beside the resource account with an appointed 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 outcomes. On the pane: Type in a descriptive. Agents see this name when a call is provided 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 have actually produced this brand-new resource account for 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 enable them. As soon as you have actually selected a language, choose the button at the bottom of the page. Specify if you desire 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 select, the system checks out the text that you type (approximately 1000 characters) when the Call line addresses a call. Note When utilizing Text to Speech, the text should be gone into in the language picked for the Call queue.

Teams provides default music to callers while they are on hold in a queue. The default music provided in Groups Call queues is devoid of any royalties payable by your organization. If you wish to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and protecting all needed rights and approvals 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, brands, names, and other content in the audio file from all pertinent rights holders, which might include artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, control or license the music copyrights, sound impacts, audio and other intellectual property rights.

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Evaluation the requirements for including agents to a Call queue. You can add up to 200 representatives via a Groups channel. You need to belong to the group or the creator 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 select (overflow call answering service).

Select the channel that you desire to utilize (just standard channels are fully supported) and select. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you utilize this option, it can take up to 24 hr for the Call line to be completely functional.

You can include up to 20 representatives separately and as much as 200 representatives through groups. If you wish to add individual users or groups to the line: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the line: Select, search for the group, choose, and then select.

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Keep in mind New users included to a group can take up to 8 hours for their 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 agents to the Call line. Important Known issue: Appointing personal channels to Call queues When using a private channel calls will be dispersed to all members of the team even if the private channel just has a subset of employee.

decreases the amount of time it takes for a caller to be linked to an agent after the agent accepts the call. For conference mode to work, representatives in the Call line must use one of the following customers: The most recent version 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 should be set to Teams, Just mode. Agents who do not satisfy the requirements aren't consisted of in the call routing list. We recommend making it possible for conference mode for your Call queues if your agents are utilizing suitable clients (overflow virtual receptionist). Pointer Setting to is the advised setting. overflow call handling. Once you have actually chosen your call addressing options, 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 line from Skype for Service Server. Conference mode is needed if Teams users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for approximately 2 seconds when first signing up with the call.

If you need to utilize Conference mode, choose,, or as the. If you need to utilize Attendant routing, set Conference mode to. Keep in mind If Compliance recording is enabled on the representatives, the combination of and isn't supported. If you need to utilize, select,, or as the.

When using and when there are less contacts queue than available representatives, just the first two longest idle representatives will exist with calls from the line. When using, there may be times when a representative gets a call from the line shortly after becoming unavailable, or a short hold-up in getting a call from the queue after appearing.