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To set up a Call line, in the Teams admin center, broaden, choose, and after that choose. Type a name for the Call line in package at the top. overflow virtual receptionist. To include 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 appoint to this Call queue. At the bottom of the pane, select the button. If you require to develop a resource account: Under, pick the button to add 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: Enter a detailed. Representatives see this name when a call is presented to them. Type in a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, select the button. Representatives see the resource account name when they receive an incoming call.

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

On the pane, look for the resource account(s) you wish to allow representatives to use for outgoing caller ID functions. Select the button next to the resource account with a designated telephone number. Select the button at the bottom of the pane. If you don't have a resource account with a designated telephone number: Under, pick the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a detailed. Representatives see this name when a call is provided to them. Type in a detailed 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 produced this new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. As soon as you've selected a language, select the button at the bottom of the page. Specify if you want to play a greeting 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 (up to 1000 characters) when the Call line addresses a call. Note 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 Groups Call lines is free of any royalties payable by your company. If you desire to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all needed rights and approvals to utilize any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound results, audio, brand names, names, and other content in the audio file from all appropriate rights holders, which might consist of artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other celebrations who own, control or accredit the music copyrights, sound impacts, audio and other intellectual property rights.

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Evaluation the prerequisites for including agents to a Call queue. You can add up to 200 agents by means of a Groups channel. You should 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 manage the line: Select the radio button and choose (overflow call center services).

Select the channel that you wish to use (only basic channels are totally supported) and select. The following clients are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you use this option, it can take up to 24 hr for the Call line to be fully functional.

You can add up to 20 representatives individually and up to 200 agents via groups. If you wish to add specific users or groups to the queue: Select the radio button. To to the queue: Select, look for the user, choose, and then select. To to the queue: Select, search for the group, select, and after that choose.

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Note New users contributed to a group can take up to 8 hours for their very first call to arrive. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as agents to the Call queue. Essential Understood problem: Appointing personal channels to Call queues When using a personal channel calls will be dispersed to all members of the group even if the private channel just has a subset of group members.

decreases the amount of time it takes for a caller to be connected to an agent after the representative accepts the call. For conference mode to work, representatives in the Call line should utilize among 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 Agents' Teams accounts need to be set to Groups, Just mode. Representatives who don't meet the requirements aren't included in the call routing list. We suggest enabling conference mode for your Call lines if your representatives are using compatible clients (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call handling. Once you've selected your call answering alternatives, 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 Company 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 queue for approximately 2 seconds when very first joining the call.

If you need to utilize Conference mode, choose,, or as the. If you need to utilize Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the agents, the combination of and isn't supported. If you need to utilize, select,, or as the.

When utilizing and when there are less calls in line than available agents, just the first 2 longest idle agents will exist with calls from the line. When utilizing, there may be times when a representative receives a call from the queue soon after becoming not available, or a short delay in receiving a call from the line after becoming readily available.