MS-721 practice question 23 of 30

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that…

Choose your answer, then check it against the explanation.

Domain Configure and manage Microsoft Teams Phone

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You need to create a new call queue to route calls to support agents. The support agents must be able to see their call queue history and the shared transcribed voicemail. The solution must minimize administrative effort. Solution: You configure the call queue to use a team and a channel. Does this meet the goal?

Answer options

Correct Answer:

Explanation

Configuring a call queue to use a team and a channel directly meets all the stated requirements. When a call queue is associated with a channel, the call history is visible to all channel members in the channel's "Calls" tab. Voicemails, including transcriptions, are posted to the channel's "Posts" tab, making them shared and accessible. This method also minimizes administrative effort because agent management is handled through team membership; adding or removing a user from the team automatically updates their status as a call queue agent, simplifying administration compared to managing individual users or groups directly in the call queue settings.

Why Incorrect

B. No: This option is incorrect because the proposed solution successfully fulfills all specified goals: providing shared call history, shared transcribed voicemail, and minimizing administrative effort through integrated team management.

References

1. Microsoft. (2024). Create a Call queue in Microsoft Teams. Microsoft Learn. Retrieved from https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue.

Section: Call answering: "If you choose to add a channel

calls will be routed to the channel in Teams... The call history that's shown for call queue calls in a channel is for the call queue and is shared among all the agents of the call queue."

Section: Voicemail: "If you route the call queue to a channel

the voicemail will be delivered to the channel."

2. Microsoft. (2024). Plan for Teams Auto attendants and Call queues. Microsoft Learn. Retrieved from https://learn.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue.

Section: Prerequisites: This document outlines the different routing options

including routing to a channel in a team

which is presented as a primary feature for collaborative call handling. This collaborative nature inherently simplifies management and access to shared information like call history and voicemail.

Question 23 of 30

Keep practicing

Take the free MS-721 practice test

Ten exam-style questions with answers and explanations, plus the exam facts and study guides.

Start the free practice test