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

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Select the button beside the resource account you desire to designate to this Call line. At the bottom of the pane, select the button. If you need to develop a resource account: Under, choose the button to include a resource represent this Call line. On the pane, search for any set of letters to pull up the results dropdown.

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

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Assign outgoing caller ID numbers for the representatives by specifying several 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, 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 want to permit representatives to use for outgoing caller ID purposes. Select the button beside the resource account with a designated contact number. Select the button at the bottom of the pane. If you don't have a resource account with a designated contact number: Under, choose the button to include a resource account.

Select the button at the bottom of the results. On the pane: Type in a descriptive. Agents see this name when a call is provided to them. Type in a descriptive for the resource account. Select the dropdown and choose. At the bottom of the pane, pick the button.

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After you have actually produced this brand-new resource account for 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 enable them. As soon as you have actually picked a language, pick the button at the bottom of the page. Define if you want to play a welcoming to callers when they get here in the line.

The uploaded recording can be no larger than 5 MB. If you select, the system checks out the text that you type (as much as 1000 characters) when the Call queue responds to a call. Note When utilizing Text to Speech, the text needs to be entered in the language chosen for the Call line.

Groups offers 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 company. If you wish to play a specific audio file, select and submit an MP3, WAV, or WMA file. Note You are accountable for individually clearing and securing all necessary rights and authorizations to utilize any music or audio file with your Microsoft Teams service, which may consist of copyright and other rights in any music, sound impacts, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might include artists, actors, entertainers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or accredit the music copyrights, sound impacts, audio and other intellectual home rights.

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Review the prerequisites for adding representatives to a Call queue. You can amount to 200 agents via a Groups channel. You should belong to the group or the developer or owner of the channel to include a channel to the queue. To use a Teams channel to manage the line: Select the radio button and select (overflow call handling).

Select the channel that you wish to utilize (only standard channels are completely supported) and choose. The following clients are supported when using a Teams channel for Call lines: Microsoft Teams Windows customer Microsoft Teams Mac customer Note If you utilize this option, it can take up to 24 hours for the Call line to be fully operational.

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

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Note New users included to a group can take up to 8 hours for their first call to arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be added as agents to the Call queue. Crucial Understood issue: Appointing personal channels to Call lines When using a personal channel calls will be distributed to all members of the team even if the personal channel just has a subset of employee.

decreases the amount of time it takes for a caller to be linked to a representative after the representative accepts the call. For conference mode to work, representatives in the Call queue must use among the following clients: The most recent variation 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 must be set to Teams, Only 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 representatives are using suitable clients (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call handling. As soon as you've picked your call addressing 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 Business Server. Conference mode is required if Groups users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in queue for up to 2 seconds when very first signing up with the call.

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

When utilizing and when there are less calls in queue than readily available agents, just the first 2 longest idle representatives will be provided with calls from the line. When using, there might be times when a representative gets a call from the line soon after becoming not available, or a brief delay in receiving a call from the queue after appearing.