MS-721 Question #17: Real Exam Question with Answer & Explanation

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.

Explanation

{"question_number": 9, "question_summary": "First step to enable a new Teams user as a call queue agent with Direct Routing", "correct_answer": "D. Enable Enterprise Voice for User1", "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.", "generated_by": "claude-sonnet", "llm_judge_score": 4}

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