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Microsoft

MS-721 · 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 h

The correct answer is B. No. Redirecting calls to a shared voicemail box addresses only one part of the requirement - voicemail - and even then, not correctly. The primary requirement is that agents should be able to receive and handle calls through the call queue, see call queue history, and access shared t

Configure and manage 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

(29 responses)
  • A
    21% (6)
  • B
    79% (23)

Explanation

Redirecting calls to a shared voicemail box addresses only one part of the requirement - voicemail - and even then, not correctly. The primary requirement is that agents should be able to receive and handle calls through the call queue, see call queue history, and access shared transcribed voicemails. Redirecting all calls to voicemail means callers are never connected to a live agent, which defeats the purpose of having a call queue for support agents. Additionally, redirecting to voicemail is typically configured as an overflow or timeout action, not the primary call handling method. The correct solution involves creating a channel-based call queue linked to a Teams channel, which provides agents with shared call history and shared voicemail access while still routing calls to live agents.

Topics

#Call Queue#Voicemail#Teams Phone#Agent Experience

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