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

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Select the button next to the resource account you wish to appoint to this Call queue. At the bottom of the pane, choose the button. If you need to develop a resource account: Under, choose the button to include 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: Key in a detailed. Agents see this name when a call is presented to them. Key in a descriptive for the resource account. Select the dropdown and select. At the bottom of the pane, pick the button. On the pane, pick the button. Agents see the resource account name when they get an incoming call.

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

On the pane, look for the resource account(s) you wish to permit agents to use for outgoing caller ID purposes. Select the button next to the resource account with a designated telephone number. Select the button at the bottom of the pane. If you don't have a resource account with an assigned telephone number: Under, select the button to add a resource account.

Select the button at the bottom of the results. On the pane: Key in a descriptive. Representatives 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 need to: Pick a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you allow them. As soon as you have actually picked a language, select the button at the bottom of the page. Specify if you wish to play a welcoming to callers when they arrive in the queue.

The uploaded recording can be no bigger than 5 MB. If you select, the system checks out the text that you type (approximately 1000 characters) when the Call line answers a call. Keep in mind When using Text to Speech, the text must be gone into in the language picked for the Call queue.

Groups provides default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is without any royalties payable by your organization. If you desire 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 approvals to use any music or audio file with your Microsoft Teams service, which might consist of intellectual property and other rights in any music, sound impacts, audio, brands, names, and other material in the audio file from all relevant rights holders, which might consist of artists, stars, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other celebrations who own, manage or license the music copyrights, sound impacts, audio and other intellectual residential or commercial property rights.

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Evaluation the requirements for adding representatives 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 line. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call answering service).

Select the channel that you desire to utilize (just basic channels are fully supported) and choose. The following customers are supported when using a Teams channel for Call lines: Microsoft Teams Windows client 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 agents via groups. If you desire to include private 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, choose, and after that choose.

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Keep in mind New users added to a group can take up to eight hours for their very first call to get here. 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 line. Important Known problem: Appointing personal channels to Call lines When utilizing a personal channel calls will be distributed to all members of the team even if the private channel only has a subset of staff member.

reduces the amount of time it considers a caller to be connected to a representative after the agent accepts the call. For conference mode to work, agents in the Call line must use one of the following customers: The latest version of the Microsoft Teams desktop customer, 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, Just mode. Representatives who do not satisfy the requirements aren't included in the call routing list. We recommend enabling conference mode for your Call lines if your representatives are using compatible clients (overflow virtual receptionist). Tip Setting to is the suggested setting. overflow call center services. Once you've selected your call responding to options, pick 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 lines. Representatives might hear the configured music on hold in queue for as much as 2 seconds when first joining the call.

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

When using and when there are less contacts queue than offered agents, just the very first 2 longest idle representatives will be presented with calls from the line. When utilizing, there may be times when a representative gets a call from the line quickly after becoming not available, or a brief delay in getting a call from the line after becoming available.