Your company has a Microsoft 365 subscription that uses Phone System. You need to configure Microsoft Teams to meet the following requirements: Ensure that calls to the company's sales department…

This question tests understanding of Microsoft Teams Phone System components - specifically when to use Auto Attendants versus Call Queues, and the minimum configuration needed to satisfy routing, scheduling, and greeting requirements.

Manage meetings and calling

Question

Your company has a Microsoft 365 subscription that uses Phone System.
You need to configure Microsoft Teams to meet the following requirements:
Ensure that calls to the company's sales department are routed to multiple users in the sales department.
Ensure that calls to the company's marketing department are routed to multiple users in the marketing department.
Outside of business hours, ensure that calls from PSTN users receive a custom greeting.
During business hours, ensure that calls from PSTN users can be received by the sales and marketing department users.
What is the minimum number of auto attendants and call queues you should configure to meet the requirements? To answer, select the appropriate options in the answer area.

Answer Area:
Auto attendants: [dropdown with 0, 1, 2, 3]
Call queues: [dropdown with 0, 1, 2, 3]

Explanation

Approach. You need exactly 1 Auto Attendant and 2 Call Queues. A single Auto Attendant handles all PSTN ingress: it enforces business hours schedules (routing callers to the appropriate call queue during business hours) and plays a custom after-hours greeting outside of business hours - no second auto attendant is required because one AA supports both time conditions and can branch to multiple queues via menu options. Two Call Queues are required - one for Sales and one for Marketing - because each queue distributes incoming calls across multiple agents within that department independently. Combining them into one queue would not allow department-specific routing, so 2 is the minimum.

Concept tested. Microsoft Teams Phone System architecture: the role of Auto Attendants (time-based call routing, greetings, menus) versus Call Queues (distributing calls to groups of agents), and how to minimize components while satisfying multi-department routing with after-hours handling.

Reference. Microsoft Learn - Plan for Teams Auto Attendants and Call Queues: https://learn.microsoft.com/en-us/microsoftteams/plan-auto-attendant-call-queue

Topics

#Teams Phone System#Auto Attendant#Call Queues#Call Routing

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