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To establish a Call line, in the Groups admin center, expand, select, 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, choose the button to add a resource represent this Call line.

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Select the button beside the resource account you wish to designate to this Call line. At the bottom of the pane, choose the button. If you require to create a resource account: Under, pick the button to add a resource represent this Call queue. On the pane, look for any set of letters to bring up the outcomes dropdown.

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On the pane: Key in a descriptive. Representatives see this name when a call is presented to them. Type in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button. On the pane, choose the button. Representatives see the resource account name when they get an incoming call.

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Assign outbound caller ID numbers for the agents by defining one or more resource accounts with a phone number. Representatives can select which outbound 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 individual Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you want to permit agents to utilize 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 do not have a resource account with an assigned phone number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Enter a detailed. 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, select the button.

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After you've produced this new resource account for calling ID, you'll still require to: Pick a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you enable them. Once you've chosen a language, pick the button at the bottom of the page. Specify if you wish to play a greeting to callers when they show up in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system reads the text that you type (as much as 1000 characters) when the Call queue answers a call. Keep in mind When utilizing Text to Speech, the text should be gone into in the language picked for the Call queue.

Teams supplies default music to callers while they are on hold in a line. The default music supplied in Groups Call lines is complimentary of any royalties payable by your company. If you wish 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 needed rights and consents to use any music or audio file with your Microsoft Teams service, which may consist of intellectual home and other rights in any music, sound impacts, audio, brand names, names, and other content in the audio file from all pertinent rights holders, which might consist of artists, stars, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or license the music copyrights, sound results, audio and other intellectual home rights.

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Evaluation the prerequisites for including agents to a Call queue. You can add up to 200 agents through a Teams channel. You need to be a member of the group or the creator or owner of the channel to add a channel to the queue. To use a Teams channel to manage the queue: Select the radio button and select (overflow call answering).

Select the channel that you want to utilize (only standard channels are totally supported) and select. The following customers are supported when utilizing a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this option, it can take up to 24 hours for the Call queue to be totally functional.

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

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Note New users contributed 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 line. Important Known issue: Designating private channels to Call queues When utilizing a personal channel calls will be distributed to all members of the group even if the private channel only has a subset of staff member.

reduces the amount of time it takes for a caller to be linked to a representative after the agent accepts the call. For conference mode to work, agents in the Call line should utilize one of the following clients: The most recent variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Teams, Only mode. Agents who do not fulfill the requirements aren't consisted of in the call routing list. We recommend enabling conference mode for your Call queues if your agents are utilizing suitable customers (overflow virtual receptionist). Pointer Setting to is the suggested setting. overflow call handling. As soon as you've chosen 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 line from Skype for Business Server. Conference mode is needed if Groups users require to consult/transfer calls with Call queues. Agents may hear the configured music on hold in queue for up to 2 seconds when first signing up with the call.

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

When utilizing and when there are less calls in queue than available agents, only the very first 2 longest idle representatives will exist with calls from the line. When utilizing, there may be times when an agent receives a call from the queue quickly after ending up being unavailable, or a brief delay in getting a call from the line after appearing.