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…

Question

Options

• AYes
• BNo

• A
  26% (15)
• B
  74% (42)

Explanation

B is correct because setting the routing method to Attendant routing only controls how calls are distributed to agents (in this case, ringing all available agents simultaneously). It does nothing to enable agents to view shared call queue history or transcribed voicemail - those capabilities require associating the call queue with a Teams channel, which gives agents a shared space to access voicemail transcripts and call history.

Why A is wrong: Attendant routing is a legitimate routing option, but it addresses call distribution, not the visibility and collaboration features the question requires. Confusing how calls ring with what agents can see afterward is the trap here.

Memory tip: Think of routing methods (Attendant, Round Robin, Serial, Longest Idle) as answering "Who picks up the phone?" - they say nothing about what agents can see after the call. Shared voicemail transcripts and call history require a Teams channel linked to the queue. When a question asks about agent visibility into shared resources, routing method is almost always a red herring.

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