Teams Phone · Operator Connect · Direct Routing · Dynamics 365 Contact Center · Copilot

Microsoft Voice and Contact Center Lab

A free offline university. 130 rooms from the cited notes checked 2026-10-14. Product claims stay tied to a source.

Start here Open the studios Certificate match View repo

130 rooms668 prompts619 cards130 diagrams130 flows

Learn it in 5 minutes

Name the tenant, the verified domain, and the PSTN option before you touch a route.

Calling Plan, Operator Connect, Teams Phone Mobile, and Direct Routing can share a tenant. They are not the same purchase.

Start sheet

Topic worlds

Pick a world. The note stays on this page.

Tracks

🧭 01

Foundations

A voice change is a tenant change. Identity, domain, and admin role decide whether the later work can exist.

🎫 02

Licensing

The wrong SKU looks like a routing bug. Teams Phone, Calling Plans, Audio Conferencing, resource accounts, and Teams Premium are different purchases.

⌨️ 03

PowerShell and admin

The portal hides order. The shell shows the object you actually changed, and it is how compliance recording is assigned.

📶 04

Network and QoS

Teams audio dies in the same queues as file copies unless the path is short and the mark survives.

☎️ 05

PSTN connectivity

Every external call uses one of four connectivity options. Mixing them is allowed. Pretending they are the same license is not.

🔀 06

Routing and dial plans

Normalization and routing are two steps. A number that is not E.164 never gets a fair chance at a voice route.

📥 07

Attendants and queues

The number people publish is often a voice app, not a human. The resource account is the identity of that app.

🚨 08

Emergency, LBR, survivability

Emergency calling is a design gate, not a checkbox after go-live. Location-based routing and branch survivability use the same network map.

🎧 09

Devices and media

Phones, rooms, and media bypass change where RTP flows. Signaling still belongs to Teams.

🧱 10

Session border controllers

Microsoft supports Direct Routing on certified SBCs. AudioCodes, Ribbon, Oracle, and Cisco CUBE are families you will meet. The support path starts with the vendor.

🔐 11

TLS, certificates, SIP

A dial-plan argument is wasted when the certificate name is wrong. OPTIONS tell you the trunk is alive.

🔎 12

Troubleshooting

Call Analytics is one call. CQD is a building. The SBC trace is the ladder. Mixing them up wastes the hour.

🗂️ 13

Dynamics contact center

Dynamics 365 Contact Center is Microsoft’s CCaaS. Unified routing, channels, and Copilot are the job, and AB-250 is the exam that matches it.

🔗 14

Coexistence and CCaaS

Connect, Extend, and Unify are different media paths. CUCM, Webex, UCCE, Genesys, and Amazon Connect each need a named bridge, not a slogan.

🤖 15

ACS, Speech, Copilot

Call Automation is a server-side call with events. Speech and Copilot Studio can sit in the recognize step. Foundry is where you evaluate a model, not a second phone system.

🗺️ 16

Certifications and status

MS-700 is still live, with a skills update on Oct 27 2026; it is NOT retired and has no replacement. MB-280 retired Jul 31 2026, with AB-210 as its successor; AB-210 is in beta.

🌐 17