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Microsoft

MS-720 · Question #38

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…

The correct answer is B. No. Redirecting calls to a shared voicemail box fails to meet the goal because it eliminates the call queue entirely - agents can no longer receive live calls routed through a queue, which is the core requirement. A call queue must remain active and functional for agents to handle…

Plan and configure Microsoft Teams Phone

Question

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 redirect calls for the call queue to a shared voicemail box. Does this meet the goal?

Options

  • AYes
  • BNo

How the community answered

(21 responses)
  • A
    24% (5)
  • B
    76% (16)

Explanation

Redirecting calls to a shared voicemail box fails to meet the goal because it eliminates the call queue entirely - agents can no longer receive live calls routed through a queue, which is the core requirement. A call queue must remain active and functional for agents to handle inbound support calls; voicemail redirection is a fallback, not a routing mechanism.

Option A (Yes) is incorrect because simply redirecting to shared voicemail does not create a functional call queue - agents lose the ability to answer calls in real time, defeating the purpose of a call queue for a support team.

Memory tip: Think of it this way - a call queue routes live calls to available agents; voicemail is what happens when no one answers. Redirecting everything to voicemail is the opposite of "routing calls to support agents." If the solution removes the ability for agents to pick up calls, it cannot meet a goal that requires them to handle calls.

Topics

#Call Queues#Voicemail#Agent Experience#Microsoft Teams Phone

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