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

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

On the pane, search for the resource account(s) you desire to permit representatives to use for outbound caller ID functions. Select the button next to the resource account with a designated contact number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed phone number: Under, pick the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Key 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 choose. At the bottom of the pane, select the button.

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After you've produced this new resource account for calling ID, you'll still require to: Select a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once 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 line.

The uploaded recording can be no bigger than 5 MB. If you choose, the system reads the text that you type (up to 1000 characters) when the Call line addresses a call. Keep in mind When utilizing Text to Speech, the text must 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 supplied in Teams Call lines is devoid of any royalties payable by your organization. If you want to play a particular audio file, select and upload an MP3, WAV, or WMA file. Note You are accountable for separately clearing and securing all necessary rights and permissions to utilize any music or audio file with your Microsoft Teams service, which might include intellectual home 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, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management organizations and any other parties who own, manage or certify the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Review the requirements for including agents to a Call line. You can amount to 200 agents via a Teams channel. You must be a member of the group or the creator or owner of the channel to include a channel to the queue. To use a Groups channel to handle the queue: Select the radio button and choose (overflow call center services).

Select the channel that you desire to use (only basic channels are fully supported) and select. The following clients are supported when utilizing a Groups channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you utilize this choice, it can use up to 24 hours for the Call queue to be totally functional.

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

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

reduces the quantity of time it considers a caller to be connected to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue must utilize among the following clients: The current version 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 Teams, Only mode. Agents who do not fulfill the requirements aren't consisted of in the call routing list. We suggest making it possible for conference mode for your Call queues if your representatives are using suitable clients (overflow virtual receptionist). Pointer Setting to is the recommended setting. overflow call center. Once you've picked your call answering options, 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 queue from Skype for Business Server. Conference mode is needed if Groups users require to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for up to 2 seconds when first signing up with the call.

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

When using and when there are less hires queue than offered representatives, only the first two longest idle agents will exist with calls from the line. When using, there might be times when an agent receives a call from the queue shortly after becoming unavailable, or a brief hold-up in getting a call from the queue after becoming readily available.