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To set up a Call line, in the Teams admin center, broaden, choose, and then select. Type a name for the Call queue in package at the top. overflow virtual receptionist. To include an existing resource account: Under, select the button to add a resource represent this Call queue.

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Select the button beside the resource account you desire to assign to this Call line. At the bottom of the pane, pick the button. If you need to develop a resource account: Under, pick 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: Type 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, select the button. On the pane, select the button. Agents see the resource account name when they receive an incoming call.

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Designate outgoing caller ID numbers for the agents by defining several resource accounts with a telephone number. Representatives 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)/ 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 enable representatives to use for outgoing caller ID functions. Select the button next to the resource account with an appointed contact number. Select the button at the bottom of the pane. If you don't have a resource account with a designated phone number: Under, select the button to include a resource account.

Select the button at the bottom of the results. On the pane: Type in a detailed. Representatives 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, choose the button.

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After you have actually created this new resource represent calling ID, you'll still need to: Select a supported language. This language is utilized for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you've picked a language, pick the button at the bottom of the page. Specify if you want to play a welcoming to callers when they get here in the line.

The uploaded recording can be no bigger than 5 MB. If you pick, the system checks out the text that you type (up to 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text should be gone into in the language chosen for the Call line.

Groups provides 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 organization. If you desire to play a particular audio file, pick and submit an MP3, WAV, or WMA file. Note You are accountable for independently clearing and protecting all required rights and permissions to utilize any music or audio file with your Microsoft Teams service, which may include copyright 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, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other parties who own, control or accredit the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Evaluation the requirements for including agents to a Call line. You can include up to 200 representatives via a Groups channel. You should be a member of the team or the developer or owner of the channel to include a channel to the queue. To utilize a Teams channel to handle the line: Select the radio button and select (overflow call center services).

Select the channel that you want to utilize (only basic channels are fully supported) and choose. The following customers are supported when using a Groups channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac client Note If you utilize this alternative, it can use up to 24 hr for the Call line to be fully functional.

You can amount to 20 representatives individually and approximately 200 representatives through groups. If you wish to include individual users or groups to the queue: Select the radio button. To to the line: Select, search for the user, select, and after that choose. To to the queue: Select, look for the group, select, and after that select.

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Note New users contributed to a group can take up to eight 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. Crucial Understood concern: Assigning personal channels to Call queues When utilizing a private channel calls will be distributed to all members of the group even if the personal channel only has a subset of group members.

decreases the quantity of time it takes for a caller to be linked to an agent after the representative accepts the call. For conference mode to work, representatives in the Call queue must utilize among the following customers: The most recent version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later Agents' Teams accounts should be set to Teams, Only mode. Agents who do not satisfy the requirements aren't included in the call routing list. We recommend making it possible for conference mode for your Call queues if your agents are using compatible customers (overflow virtual receptionist). Tip Setting to is the advised setting. overflow call handling. As soon as you've selected your call responding to options, 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 queue from Skype for Service Server. Conference mode is needed if Groups users need to consult/transfer calls with Call lines. Representatives might hear the configured music on hold in queue for approximately 2 seconds when first joining the call.

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

When utilizing and when there are less calls in queue than offered agents, just the very first 2 longest idle agents will exist with calls from the line. When utilizing, there may be times when a representative gets a call from the line soon after becoming unavailable, or a brief delay in receiving a call from the line after appearing.