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To set up a Call line, in the Groups admin center, broaden, choose, and then select. Type a name for the Call line in the box at the top. overflow virtual receptionist. To include an existing resource account: Under, select the button to include a resource account for 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 require to create a resource account: Under, select the button to include a resource account for 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: Enter 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, pick the button. Representatives see the resource account name when they get an incoming call.

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Designate outbound caller ID numbers for the representatives by defining several resource accounts with a phone number. Representatives can choose which outgoing caller ID number to use with each outgoing call they make. Within the Calls App, agents 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 desire to enable agents to use for outbound caller ID purposes. Select the button beside the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned telephone number: Under, pick the button to add a resource account.

Select the button at the bottom of the outcomes. On the pane: Type in a detailed. Agents 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, pick the button.

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After you've created this new resource account for calling ID, you'll still need to: Choose a supported language. This language is used for system-generated voice prompts and voicemail transcription, if you enable them. Once you've 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 line.

The uploaded recording can be no larger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call line responds to a call. Keep in mind When using Text to Speech, the text needs to be gone into in the language picked for the Call line.

Groups offers default music to callers while they are on hold in a queue. The default music provided in Groups Call lines is devoid of any royalties payable by your organization. If you wish to play a particular audio file, choose and upload an MP3, WAV, or WMA file. Note You are responsible for independently clearing and securing all required rights and consents to use any music or audio file with your Microsoft Teams service, which might include intellectual home and other rights in any music, sound results, audio, brand names, names, and other material in the audio file from all relevant rights holders, which might consist of artists, actors, performers, musicians, songwriters, authors, record labels, music publishers, unions, guilds, rights societies, collective management companies and any other parties who own, manage or accredit the music copyrights, sound results, audio and other copyright rights.

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Evaluation the requirements for adding representatives to a Call queue. You can add up to 200 representatives by means of a Teams channel. You should belong to the team or the developer or owner of the channel to add a channel to the line. To utilize a Groups channel to handle the queue: Select the radio button and select (overflow call center).

Select the channel that you want to use (just basic channels are totally supported) and select. The following clients are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows client Microsoft Teams Mac client Note If you use this option, it can take up to 24 hours for the Call queue to be fully operational.

You can amount to 20 representatives individually and up to 200 agents by means of groups. If you desire to add private users or groups to the line: Select the radio button. To to the line: Select, search for the user, choose, and then choose. To to the line: Select, search for the group, choose, and then choose.

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Note New users added to a group can use up to eight hours for their very first call to get here. If there are more than 200 members in the group, only the very first 200 members, in alphabetical order, will be included as representatives to the Call queue. Important Known concern: Assigning personal channels to Call lines When utilizing a personal channel calls will be dispersed to all members of the group even if the personal channel only has a subset of group members.

minimizes the amount of time it takes for a caller to be connected to a representative after the agent accepts the call. For conference mode to work, representatives in the Call line need to utilize among the following clients: The current variation of the Microsoft Teams desktop customer, Android app, or i, OS app Microsoft Teams Phone System version 1449/1.

2020051601 or later Agents' Teams accounts should be set to Groups, Only mode. Representatives who don't fulfill the requirements aren't consisted of in the call routing list. We advise enabling conference mode for your Call lines if your agents are utilizing compatible customers (overflow virtual receptionist). Idea Setting to is the suggested setting. overflow call handling. Once you have actually chosen your call responding to alternatives, 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 queue from Skype for Business Server. Conference mode is required if Groups users need to consult/transfer calls with Call lines. Representatives may hear the configured music on hold in line for approximately 2 seconds when first joining the call.

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

When using and when there are less employs queue than offered agents, only the very first 2 longest idle agents will be provided with calls from the queue. When using, there might be times when a representative receives a call from the line soon after becoming unavailable, or a short hold-up in getting a call from the line after becoming available.