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To establish a Call queue, in the Groups admin center, broaden, choose, and then choose. 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 queue.

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Select the button next to the resource account you desire to assign to this Call line. At the bottom of the pane, select the button. If you need to develop a resource account: Under, select the button to add a resource account for this Call queue. On the pane, search for any set of letters to bring up the results dropdown.

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On the pane: Enter a detailed. Agents see this name when a call exists to them. Key in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button. On the pane, choose the button. Agents see the resource account name when they receive an inbound call.

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Designate outbound caller ID numbers for the agents by specifying one or more resource accounts with a telephone number. Agents can choose which outbound 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, search for the resource account(s) you wish to enable agents to utilize for outgoing caller ID functions. Select the button next to the resource account with an assigned contact number. Select the button at the bottom of the pane. If you do not have a resource account with a designated contact number: Under, select 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 descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you've developed this new resource represent calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. Once you've selected a language, choose the button at the bottom of the page. Define if you want 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 choose, the system checks out the text that you type (approximately 1000 characters) when the Call queue addresses a call. Keep in mind When using Text to Speech, the text needs to be entered in the language selected for the Call queue.

Groups supplies default music to callers while they are on hold in a line. The default music provided in Groups Call lines is devoid of any royalties payable by your organization. If you want to play a particular audio file, pick and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and protecting all required rights and permissions to use any music or audio file with your Microsoft Teams service, which might include intellectual property and other rights in any music, sound impacts, audio, brands, names, and other material in the audio file from all appropriate rights holders, which might include artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or accredit the music copyrights, sound effects, audio and other copyright rights.

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Review the requirements for including agents to a Call line. You can include up to 200 agents by means of a Teams channel. You need to be a member of the group or the creator or owner of the channel to include a channel to the line. To use a Teams channel to handle the queue: Select the radio button and select (overflow answering service).

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

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

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Note New users added to a group can use up to 8 hours for their 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 queue. Important Understood issue: Appointing personal channels to Call lines When utilizing a private channel calls will be dispersed to all members of the team even if the personal channel only has a subset of team members.

minimizes the quantity of time it takes for a caller to be linked to a representative after the representative accepts the call. For conference mode to work, agents in the Call line need to utilize one of the following customers: The current variation 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 need to be set to Groups, Just mode. Representatives who do not 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 customers (overflow virtual receptionist). Pointer Setting to is the suggested setting. overflow answering service. Once you've selected your call addressing choices, 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 Organization Server. Conference mode is needed if Groups users need to consult/transfer calls with Call queues. Agents may hear the configured music on hold in line for up to 2 seconds when first signing up with the call.

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

When utilizing and when there are less contacts line than available representatives, just the very first two longest idle representatives will be presented with calls from the queue. When using, there may be times when an agent gets a call from the queue soon after ending up being unavailable, or a brief hold-up in receiving a call from the queue after ending up being available.