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

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Select the button next to the resource account you want to appoint to this Call line. 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 line. On the pane, look for any set of letters to bring 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 detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, choose the button. On the pane, select the button. Representatives see the resource account name when they receive an incoming call.

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

On the pane, look for the resource account(s) you desire to allow agents to utilize for outgoing caller ID purposes. Select the button beside the resource account with an assigned phone number. Select the button at the bottom of the pane. If you do not have a resource account with an appointed telephone number: Under, select the button to add a resource account.

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

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After you've created this new resource account for calling ID, you'll still require to: Pick a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you enable them. Once you've chosen a language, select the button at the bottom of the page. Define if you wish to play a welcoming to callers when they show up in the line.

The uploaded recording can be no larger than 5 MB. If you choose, the system checks out the text that you type (approximately 1000 characters) when the Call queue addresses a call. Note When utilizing Text to Speech, the text should be entered in the language picked for the Call queue.

Groups provides default music to callers while they are on hold in a line. The default music supplied in Teams Call queues is free 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 needed rights and approvals to use any music or audio file with your Microsoft Teams service, which may include intellectual home and other rights in any music, sound results, audio, brands, names, and other content in the audio file from all pertinent rights holders, which might include artists, actors, performers, artists, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management organizations and any other celebrations who own, manage or accredit the music copyrights, sound results, audio and other copyright rights.

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Evaluation the prerequisites for adding representatives to a Call line. You can amount to 200 representatives via a Teams channel. You must belong to the team or the creator or owner of the channel to include a channel to the line. To utilize a Teams channel to handle the line: Select the radio button and select (overflow call center).

Select the channel that you wish to use (just standard channels are fully supported) and select. The following customers are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac client Keep in mind If you use this alternative, it can take up to 24 hours for the Call queue to be fully functional.

You can add up to 20 agents separately and as much as 200 agents via groups. If you wish to include private users or groups to the queue: Select the radio button. To to the line: Select, search for the user, select, and then select. To to the queue: Select, look for the group, select, and then choose.

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Note New users included to a group can use up to 8 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. Crucial Understood concern: Assigning private channels to Call queues When using a private channel calls will be distributed to all members of the group even if the personal channel just 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, agents in the Call queue should use 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. Representatives who don't fulfill the requirements aren't included in the call routing list. We suggest 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 answering service. As soon as you've selected your call responding to alternatives, 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 Company Server. Conference mode is needed if Groups users require 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 signing up with the call.

If you require to use Conference mode, choose,, or as the. If you need to utilize 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, select,, or as the.

When utilizing and when there are less calls in queue than offered representatives, only the first 2 longest idle representatives will be provided with calls from the queue. When using, there might be times when a representative gets a call from the queue quickly after becoming not available, or a short delay in getting a call from the line after becoming readily available.