The sales department at your company needs to route a call to multiple users and have calls route differently after business hours. Which two features should you implement? Each correct answer…

Question

Options

• Aauto attendants
• Bcaller ID policies
• Ccalling policies
• Dcall queues
• Evoice routing policies

• A
  83% (29)
• B
  3% (1)
• C
  6% (2)
• E
  9% (3)

Explanation

Auto attendants handle the after-hours routing requirement by letting you configure business hours schedules with different call handling rules (e.g., send to voicemail or a different menu outside business hours). Call queues address the "route to multiple users" requirement by distributing incoming calls among a group of agents and holding callers in line when agents are busy - the two features work together as a complete solution.

Distractors explained:

• B (Caller ID policies): Controls what number is displayed on outbound calls - irrelevant to routing.
• C (Calling policies): Governs what calling features users can access (private calls, forwarding, etc.) - not about directing inbound calls.
• E (Voice routing policies): Determines how outbound PSTN calls exit the network via dial plans - not about distributing inbound calls to multiple users.

Memory tip: Think of it as a two-layer system - the Auto attendant is the "receptionist" (handles menus and schedules), and the Queue is the "waiting room" (holds and distributes calls to multiple agents). If a question mentions multiple users + after-hours behavior, those two layers are always the answer.

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