MS-720 Question #54: Real Exam Question with Answer & Explanation

Question

You have a Microsoft Teams Phone deployment that has 10 offices. Each office has a Session Border Controller (SBC). A user reports that she can make internal calls by using the dial pad, but cannot use the dial pad to make external calls. What is a possible cause of the issue?

Options

• AThe user has the incorrect Teams app setup policy applied.
• BThe user has the incorrect voice routing policy applied.
• CThe user is missing a validated emergency address.
• DEnterprise Voice is disabled for the user.

Explanation

Option B is correct because a voice routing policy controls which users can make PSTN (external) calls and which routes/SBCs handle those calls - a misconfigured or missing policy would allow internal (Teams-to-Teams) calls to work normally while blocking external dial-pad calls entirely, which matches the symptom exactly.

Why the distractors are wrong:

• A (Teams app setup policy): This controls which apps and features appear in the Teams client interface, not call routing permissions - it wouldn't selectively block external calls.
• C (Missing emergency address): While some tenants enforce validated emergency addresses, this typically blocks the user from making any PSTN calls or triggers a warning, and is enforced at the tenant/policy level rather than causing the specific internal-vs-external split described.
• D (Enterprise Voice disabled): If Enterprise Voice were disabled, the user wouldn't be able to use the dial pad for any PSTN functionality - internal dial-pad calls (to other Teams users via the PSTN path) would also fail, making this too broad to match the scenario.

Memory tip: Think of the voice routing policy as a "traffic cop" for external calls - it decides where calls go and who is allowed to send them out. If the cop isn't assigned to a user, internal peer-to-peer calls still reach their destination, but external calls have no one to direct them.

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