You have a Microsoft Teams Phone deployment that uses Direct Routing. You create a new Teams user named User1. You need to enable User1 as an agent in a call queue. What should you do first?

The correct answer is D. Enable Enterprise Voice for User1.. When using Direct Routing, a user must have Enterprise Voice enabled before they can be assigned as an agent in a call queue. Enterprise Voice is the Teams Phone System capability that enables PSTN calling for a user. Without it enabled, the user cannot be added to a call queue a

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Question

You have a Microsoft Teams Phone deployment that uses Direct Routing. You create a new Teams user named User1. You need to enable User1 as an agent in a call queue. What should you do first?

Options

AAssign a dial plan to User1.
BAssign a phone number to User1.
CEnable hosted voicemail for User1.
DEnable Enterprise Voice for User1.

How the community answered

(47 responses)

A
4% (2)
C
2% (1)
D
94% (44)

Explanation

When using Direct Routing, a user must have Enterprise Voice enabled before they can be assigned as an agent in a call queue. Enterprise Voice is the Teams Phone System capability that enables PSTN calling for a user. Without it enabled, the user cannot be added to a call queue as a voice-capable agent. This is the mandatory first prerequisite. Assigning a dial plan (A) is secondary - it defines number normalization but isn't the first step. Assigning a phone number (B) is required for direct inbound calls to the user but not a prerequisite for call queue membership. Enabling hosted voicemail (C) is optional and unrelated to call queue agent eligibility.

Topics

#Teams Phone#Call Queue Agents#User Voice Enablement#Enterprise Voice

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