Glossary

Core terms from this campus. Each in-app entry also has a config note and a fault. Accessed 14 October 2026.

• Microsoft 365 tenant — The boundary that holds Entra ID, licenses, Teams policies, and verified domains for one organization.
• Verified domain — A domain added and proven in the tenant. Direct Routing SBC FQDNs must live on one of these domains.
• onmicrosoft.com domain — The default tenant domain. It is not a supported domain for a Direct Routing SBC FQDN.
• Homed online — Direct Routing users must be homed in Microsoft 365, not left on a Skype for Business on-premises registrar.
• Islands mode — A coexistence mode. Direct Routing is not supported for users in Islands mode.
• Entra ID — The identity directory for the tenant. Teams users, resource accounts, and admin roles are Entra objects.
• Resource account — A disabled-for-sign-in Entra account that represents an auto attendant or a call queue. It is not a human login.
• Cloud Voicemail — The Teams voicemail service. It deposits messages in the user’s Exchange mailbox.
• Teams Phone — The license capability that lets a user use Teams as a phone system. It is not, by itself, a PSTN carrier.
• Calling Plan — A Microsoft-operated PSTN option. Domestic, international, and pay-as-you-go are the usual flavors. It is an extra license on top of Teams Phone.
• Audio Conferencing — The license that provides dial-in numbers for meetings. It is not Teams Phone.
• Teams Premium — An add-on for advanced meetings and related features. It does not replace Teams Phone or a Calling Plan.
• Teams Phone Resource Account license — The license each auto attendant or call queue resource account needs, even when the account has no phone number. Subscriptions with Teams Phone include a zero-cost allotment you still have to acquire.
• Pay-as-you-go Calling Plan — A Calling Plan billed on use. Also the funding pattern, with communications credits, for some voice-app outbound calls.
• Communications credits — A balance used when a call is not covered by a Calling Plan minute. Voice apps use it for some outbound cases.
• Shared Calling — A pattern where users place outbound PSTN calls through a resource account’s number instead of each having a number.
• Common area phone — A shared handset. On Direct Routing it does not need a Calling Plan license.
• Teams Rooms license — Rooms use their own SKU family, not a borrowed user Calling Plan. Names such as Basic and Pro change. Check the current name.
• Conditional Access — Entra policy that can block a phone or a room that is not in the trusted device set.
• Shortest media path — Microsoft’s network guidance prefers a short path to the Microsoft network, without a proxy in the media path.
• VPN and real-time media — Microsoft recommends that you avoid sending real-time Teams media through a VPN. QoS on the VPN does not fix the extra delay.
• ExpressRoute is optional — Teams does not require ExpressRoute. Local internet egress is the usual design. If you do use ExpressRoute, follow the current network article rather than assuming media is happier there.
• QoS markers enabled — The Teams admin center setting that allows clients to insert DSCP. Without it, a correct ACL still sees unmarked client traffic from managed endpoints that honor the policy.
• Three to five hops — Microsoft’s planning note: keep the client-to-network-edge path short, on the order of three to five hops, and the ISP-to-Microsoft edge short as well.
• Layer-3 G.711 — G.711 at 20 ms is 160 bytes of payload plus 40 bytes of IP, UDP, and RTP. That is 80 kbit/s per direction.
• Ethernet G.711 — Add an 18-byte Ethernet header to the G.711 20 ms packet and the figure is 87.2 kbit/s per direction.
• Operator Connect — A certified carrier manages PSTN for you inside the tenant. You need Teams Phone. You do not need a Microsoft Calling Plan or your own SBC.
• Operator Connect for India — The India-specific operator model. It exists because India PSTN rules are not the same as a generic Operator Connect deployment.
• Teams Phone Mobile — The user’s mobile SIM number is also their Teams number, through a certified mobile operator. Teams Phone is required.
• Direct Routing — You connect a certified SBC to Teams and bring your own carrier. Users need Teams and Teams Phone. They must be homed online. Islands mode is not supported.
• Mixing PSTN options — One tenant may use Calling Plans, Operator Connect, Teams Phone Mobile, and Direct Routing at the same time for different users.
• SIP proxies — For commercial Microsoft 365, signal to sip.pstnhub.microsoft.com, then sip2, then sip3, on TCP 5061. GCC High and DoD use different names.
• Media ports for Direct Routing — UDP 3478–3481 and 49152–53247 between the SBC and the media processors, unless media bypass keeps the media off that path.
• Media re-targeting — Microsoft does not support changing the media target in the middle of an active Direct Routing call.
• Two media ports per call — Microsoft’s planning tip: allocate at least two media ports on the SBC for each concurrent call.
• Normalization — The dial plan rewrites what a person dialed into a number the routes can match, usually E.164. The first matching rule wins.
• Tenant dial plan — A set of normalization rules you assign to users. A user can have a more specific plan than the tenant default.
• PSTN usage — A name that links a voice routing policy to one or more voice routes. The policy’s ordered list of usages is the permission to place those calls.
• Voice route — A number pattern plus an ordered list of SBC gateways. It does nothing until a PSTN usage on the user’s policy points at it.
• Voice routing policy — The per-user list of PSTN usages, in order. Teams walks that order when it looks for a route.
• Gateway priority — Each voice route lists SBCs with a priority. Lower priority number is tried first in this campus’s teaching model. Confirm the current article before you depend on a tie.
• Emergency short code — 999, 112, and 911 must be normalized on purpose. A general rule that runs first can swallow them.
• Auto attendant — A voice app that answers, plays a greeting, and routes by schedule, menu, directory, or operator.
• Call queue — A voice app that holds callers and offers them to agents by attendant, serial, round robin, or longest idle routing.
• Conference mode — A queue behavior where the caller stays in the conference while agents are tried, so the transfer is faster and the greeting is not replayed the same way.
• Overflow — Where the call goes when the queue is full or the timeout expires. It can be a person, another voice app, voicemail, or an external number.
• Directory search — An attendant feature that lets a caller reach a person by name or extension.
• Holiday schedule — A calendar the attendant uses to play the closed greeting. It is not the same object as business hours.
• Dynamic emergency calling — Teams picks a civic address from the network location it can see: trusted IP, site, and subnet in the usual design.
• Civic address — The street address you validate for emergency calling. A dispatchable location is specific enough for responders.
• Trusted IP — An address that means ‘this client is inside our network.’ It is how Teams decides the client is on a site you mapped.
• Emergency calling policy — Controls notification and how the client looks up location. It is not the PSTN route.
• Direct Routing emergency — You, the SBC, and the carrier deliver the emergency call. Microsoft does not become the emergency carrier because Teams is the client.
• Calling Plan emergency — With Microsoft Calling Plans in supported countries, Microsoft’s emergency calling service is part of the plan. You still configure locations.
• Location-based routing — Stops a user in a regulated site from placing a PSTN call through a gateway in another site. It is a toll-bypass control.
• Survivable Branch Appliance — A Direct Routing appliance that can keep local PSTN calling when the branch cannot reach Microsoft 365.
• Media bypass — Media can flow between the Teams client and the SBC, skipping Microsoft’s media processors. Signaling still goes through Teams.
• Local media optimization — A Direct Routing pattern with internal and external SBC interfaces so a branch user stays on the local media path.
• SIP Gateway — Microsoft’s front end for certain compatible analog and SIP devices that are not Teams phones.
• Teams-certified phone — A handset in Microsoft’s certified device program, signing in as a Teams user.
• SRTP — The media encryption Direct Routing uses. Signaling is TLS. A successful INVITE with plaintext RTP is not the design.
• TLS 1.2 — Direct Routing signaling expects modern TLS. TLS 1.0 is not a compatible offer.
• Certificate SAN — The name on the SBC certificate must match the FQDN you paired. Wildcards are allowed when they follow RFC 2818.
• Microsoft trusted root — The SBC certificate must come from a CA in Microsoft’s trusted root program. A private lab CA is not enough for production pairing.
• Server Authentication EKU — The certificate should include the server authentication extended key usage.
• Call Analytics — The per-user, per-call quality view in the Teams admin center. Use it when one person had one bad call.
• Call Quality Dashboard — The aggregate quality report. Use it for subnets, buildings, and trends.
• Poor stream clues — Teach yourself to look at jitter, packet loss, and round-trip time separately. A mark of DSCP 0 plus high jitter is a different fault from 12% loss with EF still set.
• SIP ladder — A time-ordered picture of requests and responses between client, proxy, SBC, and carrier, joined by Call-ID.
• One hypothesis — Change one thing, then collect the same evidence again. A reboot plus a dial-plan edit plus a firewall change teaches nothing.
• Dynamics 365 Contact Center — Microsoft’s contact-center product. It can stand alone or sit with Customer Service. Voice uses Azure Communication Services under the covers.
• Customer Service workspace — The representative experience in Dynamics. Contact Center can embed there or run as its own product surface.
• Workstream — The intake pipe in unified routing. It classifies work and sends it to a queue.
• Work classification — Rules that set skills, intent, or priority on a work item before assignment.
• Capacity profile — How many items of each type a representative can hold. A voice call usually consumes more than a chat message.
• Representative — The human on the contact-center side. AB-250 calls the console the representative experience.
• Copilot in the contact center — Assistive summaries, suggested replies, and knowledge inside the representative experience. It is not the PSTN route.
• AB-250 channels weight — The published AB-250 study guide weights channel implementation at about 30–35 percent, the largest slice.
• Connect model — A certified contact center attaches to Teams through certified SBCs and Direct Routing.
• Extend model — The contact center uses the Teams client, Graph, and Cloud Communications APIs. Teams Phone is the calling system and the agent works in Teams.
• Unify model — The model Microsoft Learn names, as of 14 October 2026, for a native experience. Partner material describes it as ACS-based applications on Teams calling infrastructure. Older decks say Power. Ask which current model a vendor holds.
• Teams Phone extensibility — A way for a contact center, including Dynamics 365 Contact Center, to use a customer’s existing Teams Phone for the agent’s telephony.
• CUBE as a bridge — Cisco Unified Border Element can be the certified SBC between Teams and CUCM or a carrier. The IOS-XE release you run has its own guide.
• One normalization owner — During coexistence, either Teams or CUCM should transform numbers, not both.
• Tromboning — A call from a user who stayed on CUCM to a user who moved to Teams hairpins through the SBC. It is normal during dual-running and expensive as a steady state.
• Webex calling bridge — A SIP trunk through a local gateway or CUBE can carry calls between Webex Calling users and Teams users during a split estate.
• UCCE coexistence — Contact-center agents can stay on CVP and Finesse while knowledge workers move to Teams. The SBC sends contact-center numbers one way and user numbers another.
• Genesys and Teams — Genesys sells contact-center integrations with Teams. The certification model, Connect, Extend, or Unify, decides the media path and the licenses.
• Amazon Connect and Teams — A customer pattern uses an SBC between Teams Direct Routing and Amazon Connect or a SIP voice connector. It is a bridge you design, not a Microsoft Calling Plan feature.
• Call Automation — The ACS server-side calling API. Your app answers, plays, recognizes DTMF or speech, and transfers. You receive events. You do not drive a desktop click.
• Calling SDK — The ACS client SDK for a human in a browser or a mobile app. Different from Call Automation, which is the server.
• Recognize step — The Call Automation action that collects DTMF or speech. It needs a timeout and a path for ‘none of the above.’
• Azure AI Speech — Microsoft’s speech-to-text and text-to-speech service. Copilot Studio and custom IVRs can use it. It is not emergency calling.
• Copilot Studio voice agent — A bot built in Copilot Studio that can front a voice channel, including Dynamics contact-center voice, using topics or generative orchestration.
• Azure AI Foundry — The Azure portal family for models, agents, and evaluations. The earlier name was Azure AI Studio. It does not route PSTN.
• Teams interop with ACS — ACS can be set up to call Teams users and to join Teams meetings when the interop prerequisites are met.
• MS-700 — MS-700 is still live, with a skills update on Oct 27 2026; it is NOT retired and has no replacement. It is the exam for Microsoft 365 Certified: Teams Administrator Associate.
• MB-280 retired — MB-280 retired Jul 31 2026, with AB-210 as its successor; AB-210 is in beta. It covered Sales and Customer Insights, not the contact-center product.
• AB-210 — Dynamics 365 Sales AI Consultant Associate. AB-210 is the successor to MB-280 and is in beta. It is not a replacement for MS-700.
• AB-250 — Transforming Contact Center Experiences with AI in Dynamics 365. It earns Dynamics 365 Contact Center AI Engineer Associate. Pass mark is 700. The public page allows 120 minutes.
• AZ-900 — Azure Fundamentals. It was not on the retirement list reviewed on 14 October 2026.
• SC-900 — Security, Compliance, and Identity Fundamentals. The English certification is scheduled to update on 21 October 2026.
• MS-900 retired — Microsoft 365 Fundamentals retired on 31 March 2026.
• AI-900 retired — Azure AI Fundamentals retired on 30 June 2026.
• Passing score 700 — Microsoft role-based exams, including MS-700 and AB-250, require 700 out of 1000.
• Convenience recording — A user starts a recording of a call, meeting, or event. Policy can allow it. The user can stop it. Storage follows meeting rules.
• Compliance recording — A third-party recorder is invited by policy into new calls, meetings, and events. The user does not start it and participant consent is not the control. Notification is enforced.
• Compliance recording application — The bot instance of a certified recorder. The policy references it. Without it, granting the policy does not record.
• Existing calls are unaffected — When you grant a compliance recording policy, calls and meetings already up are not swept in. Test with a new call.
• Quality management — Listening to and scoring recorded interactions. Often the same vendor as compliance recording, sometimes a separate one.
• Workforce management — Scheduling and adherence for a queue. It eats interval stats, handle time, and shrinkage. It is not a feature of a Teams user policy.
• Shrinkage — The fraction of paid time that is not available for contacts: leave, training, meetings, breaks.
• Occupancy — Handle time divided by handle time plus available time. High occupancy feels efficient and burns people out.
• Service level — The fraction of contacts answered inside a target, for example 80 percent in 20 seconds. Erlang C is one teaching model of it.
• Power BI and CQD — Power BI can sit on top of Call Quality Dashboard data. It does not replace Call Analytics for one call, and it inherits a bad subnet map.
• Screen pop — The CRM opens the contact that matches the caller. Teams does not do this by itself for an ordinary PSTN call.
• E.164 — The international form of a number, starting with + and a country code. Routes and CRM lookups should use it after normalization.
• Call-ID — The SIP header that identifies one dialog. It is the join key between an SBC capture, a carrier ticket, and a CRM note.
• Integration seam — A named place where another system is allowed to attach: a policy, a queue overflow, a subnet list, an event, an identifier.
• Human escape — A digit or intent that always reaches a person. Voice agents need one. Emergency numbers need a real route, not a bot.
• Certificate expiry seam — The date the SBC certificate stops being valid. It is an integration hook because every carrier and every proxy will notice it on the same morning.
• Subnet as a shared list — The same subnet definitions should feed emergency location, location-based routing, and the CQD building report.
• Queue interval — A 15-minute or 30-minute bucket of offered, answered, and abandoned contacts. WFM and Erlang C both assume you know the bucket.
• Abandon — A caller who hangs up before an agent answers. Whether short abandons count is a business rule.
• Average handle time — Talk time plus after-call work, unless your definition says otherwise. Erlang traffic is calls times handle time divided by the interval.
• PIDF-LO — A location object that can be carried in a SIP INVITE for an emergency call so the far end sees where the caller is.
• On-site notification — An emergency calling policy can notify people on site when an emergency call is placed.
• GCC High SIP — Office 365 GCC High uses sip.pstnhub.gov.teams.microsoft.us. Do not copy the commercial three-proxy list into a government tenant.
• DoD SIP — Office 365 DoD uses sip.pstnhub.dod.teams.microsoft.us.
• IPv6 SIP proxies — The plan page also lists sip.ipv6.pstnhub.microsoft.com and the sip2 and sip3 IPv6 names, resolving into 2603:1063:400::/40.
• Early offer — Teams Direct Routing presents media in the INVITE. An SBC or CUBE that waits for a delayed offer will negotiate badly.
• AudioCodes — A certified SBC family. Mediant devices and their management tools are common in Direct Routing designs. The Microsoft certified list is the support boundary, the vendor guide is the config.
• Ribbon SBC — Ribbon’s certified session border controllers are a Direct Routing option. Core and software editions differ.
• Oracle SBC — Oracle Communications Session Border Controller can be certified for Direct Routing on specific releases. Check the Microsoft list for the release, not the logo.
• Cisco CUBE — Cisco Unified Border Element on IOS-XE, when the release is certified, is a normal Direct Routing SBC and the usual bridge to CUCM.
• Vendor-first support — Microsoft’s Direct Routing support boundary: you call the SBC vendor, they escalate to Microsoft if they must. Non-certified SBCs can be refused.
• Analog via Direct Routing — Fax, door phones, and elevators usually stay on an SBC or SIP Gateway, not on a Teams client.
• Presence-based routing — A queue can skip agents whose Teams presence says they are busy or in a meeting.
• Opt out of a queue — Agents can be allowed to leave a queue. If you forbid it, staffing math must include breaks or they will dodge in other ways.
• Callback — A queue feature that calls the customer back. The prerequisite article treats callback as a case that needs funding on the resource account.
• Graph communications — Microsoft Graph APIs used by Extend and by recording and presence integrations. They are not a SIP trunk.
• Policy recording bot join — The recorder joins as an application because the user’s policy names it. If the bot fails to join, you have a policy, an ID, or a media problem, in that order.
• Retention of recordings — Compliance recordings are retained by the partner’s system, not by Teams meeting storage. Convenience recordings follow meeting storage.
• Evaluation form — The QM scorecard. It should cite behaviors you can hear, not vibes.
• Screen recording — Often a QM vendor feature on the agent desktop. Teams compliance recording’s documented media list is voice, video, and screen share inside the Teams session, which is not the same as a silent desktop recorder.
• Building map — The table that says which subnet is which building in CQD. It is only as good as the subnets you typed.
• Admin roles for CQD — CQD is an admin report, not a personal call history. The people who can open it are the roles you grant, not every user.
• After-call work — Time the agent spends in the CRM after the caller hangs up. Include it in handle time if your WFM definition says so.
• Skill-based routing — Assignment that prefers a representative who has the skill the classification step wrote on the work item.
• Intent-based routing — Classification that uses an intent, often from a bot or a model, to pick a queue.
• Proactive outbound — Contact-center campaigns that place calls outward. They need a number, a consent story, and a capacity plan.
• Real-time translation — A channel feature that can translate a conversation. It is not a substitute for a language queue when the policy says a human must speak the language.
• Knowledge source — The documents a Copilot or a generative agent is allowed to quote. If the source is wrong, the answer is wrong with confidence.
• Generative orchestration — The Copilot Studio mode that chooses topics and tools from the conversation, as opposed to a rigid topic tree.
• Classic topics — The menu-like Copilot Studio design. Predictable and easier to test. Weaker on paraphrase.
• Event Grid — One way ACS delivers call events to your app. If the subscription is wrong, your IVR never sees RecognizeCompleted.
• DTMF relay — Digits in the audio path or as telephone-events. IVRs fail when the SBC strips them.
• Comfort noise and SID — Silence suppression changes the average bitrate. Do not size a link only from a G.711 average that assumed comfort noise you did not enable.
• Packetization 20 ms — The usual voice packet interval in these bandwidth figures. A 10 ms interval doubles the header tax.
• Jitter buffer — The client waits a little so late packets can still be played. Too small and you hear gaps. Too large and you talk over each other.
• Round-trip time — How long a packet takes to go and come back. Long RTT with low loss means distance or hairpin, not a dirty cable.
• DSCP rewrite — A router or VPN that sets the mark back to 0. The client did its job and the path undid it.
• Browser join ports — People who join meetings in a browser do not use the fixed 50000-range client ports. An ACL that only matches those ports misses them.
• Mac and mobile DSCP — Mac, iOS, and Android use hard-coded audio EF and a hard-coded video and sharing mark. They are not the Windows policy object.
• ms-teams.exe — The current Teams client process name used when you bind a Windows QoS policy. An old policy aimed at the classic client marks nothing.
• Busy hour — The hour you actually size. Average day divided by eight is not a busy hour.
• Dual running — Both PBX and Teams carry live numbers during a move. Rollback needs the old route left intact.
• Number porting — Moving a public number from one carrier to another. It has a date and a letter of authority. It is not a PowerShell metaphor.
• Caller ID policy — What outbound calls present. Resource-account outbound and user outbound are different policies.
• Music on hold — The audio a queue plays while a caller waits. Licensing and the file both matter, and silence is a choice you should make on purpose.
• Voicemail overflow — A respectable overflow target when nobody is left to answer. It depends on Cloud Voicemail and a mailbox for the account that owns it.
• Pilot number — The public number on the first voice app. Everything else can be an internal target.
• Security group policy assign — Compliance recording and many Teams policies can be assigned to a group. A user in the wrong group is recorded, or not, as a consequence.
• Effective policy — The policy the user actually has after direct assignment and group assignment are resolved. The one you edited may not be it.
• Lab tenant — A tenant that is not production. Pair a lab SBC there. Do not discover certificate behavior on the company trunk.
• Get-Help before Set — Cmdlet parameters move between MicrosoftTeams module versions. Read help in the version you are about to run.
• Least privilege — Use the telephony or communications role that can do the task. Global Administrator is not a voice habit.
• Service number — A number assigned to a resource account or conferencing, as opposed to a user’s personal number. The inventory and the license follow the connectivity option.
• Unassigned number treatment — What Teams does with a number you own that is not assigned. Routing it to an attendant is a product choice you should make.
• SIP options timer teaching model — This campus treats repeated missed OPTIONS as a reason to pull a trunk. It does not publish Microsoft’s internal counter as if it were a documented integer.
• Failover rehearsal — Pull the primary proxy or the primary SBC in a window and prove the next one takes calls.
• Codec intersection empty — If the SBC and Teams offer no codec in common, the call fails, often with 488.
• G.711 law — A-law and μ-law are both G.711. A trunk that offers the wrong one still often interoperates, and sometimes does not. Offer both if the carrier is vague.
• Comfort message — The words the queue plays about position or wait. A lie (‘your call is important’) is still a design choice you can decline.
• Recording disclosure — Both convenience and compliance recording require participant notification. Compliance does not ask the participant for consent in the comparison Microsoft publishes.
• Do not record emergency — Know whether your recorder and your policy include emergency calls, and follow the rule you were given. Do not route emergency calls into a bot so they can be ‘handled.’
• CRM timeline — The case note should carry the Call-ID, the number in E.164, the queue, and the agent. Then a later complaint can be found.
• Future hook — A seam left on purpose for a system you might add later, using a product that already exists. It is not a promise that Microsoft will ship a feature.
• Power model wording — Older conversation says Power for the third contact-center model. The Learn article maintained on 14 October 2026 says Unify, Extend, and Connect.
• Certified list changes — The list of SBCs and contact-center solutions changes. A campus page is not the list.
• User transfer license — In the Connect model, Microsoft’s documentation says the contact-center side does not need a phone-system license, and the Teams user who receives a transferred call does need Teams Phone and a number.
• Trial is not a design — A Dynamics or Teams trial proves a click path. It does not prove emergency calling, recording retention, or a busy hour.
• Rollback — The numbers go back to the old route if the new path fails. If you deleted the old route, you do not have a rollback.
• Evidence pack — Call-ID, the policy you read, the ladder, and the CQD or Call Analytics row. One pack per hypothesis.
• Contoso sample — A fictional tenant name used in Microsoft samples and in this campus. It is not a customer.
• Exam sandbox — Microsoft’s practice UI for what an exam looks like. It is not the product lab.
• Renewal assessment — Role-based certifications expire unless you pass the free renewal on Learn. Retirement is a different event from expiry.
• Study guide wins — When this campus and a study guide disagree, the study guide accessed the week you sit the exam wins.
• Session border controller — The device that speaks SIP to Teams and SIP or another protocol to the carrier or PBX, and enforces the edge.
• SIP ALG — A firewall feature that rewrites SIP. It breaks Direct Routing more often than it helps.
• Public IP on the SBC — Teams must be able to reach the SBC. A purely private address with no public path will not pair.
• DNS TTL and proxies — Proxy addresses change inside the published ranges. A firewall object built from one lookup goes stale.
• Mutual TLS option — The plan page says that if you enable mutual TLS, install the Microsoft trusted roots on the SBC.
• Media bypass flag — The gateway setting that allows media to skip Microsoft’s processors. It is not implied by a short ping.
• Processor path — The default media path through Microsoft media processors in the region closest to the call.
• Region of media — Media processors exist in multiple regions. Calls prefer a close one. You do not pick a street address for the processor.
• Voice user disable — A user can be licensed and still not be enabled for Enterprise Voice in the way the tenant expects. Read the user before you test.
• Calling policy — A Teams calling policy controls client calling features. It is not the voice routing policy that selects an SBC.
• Caller ID substitution — Presenting a service number instead of a personal mobile. It is a policy, not a hope.
• Normalization translation tokens — Teams translations use tokens such as $1 for a capture group. The first matching rule applies the translation and stops.
• Extension dialing — A short rule can turn a 4-digit extension into E.164. It must not run before emergency codes.
• Holiday call flow — The attendant’s holiday set replaces business hours for those dates.
• Operator zero — The attendant’s operator is where zero, and many failures, should land.
• Dial by name scope — Directory search should list only the people you intend callers to reach.
• Agent list order — Serial routing uses the order of the agent list. Round robin does not.
• Queue timeout seconds — How long the caller waits before overflow. Too short and overflow is the product. Too long and they abandon.
• Greeting rights — The audio file must be one you have the right to play. A popular song is not a free hold track.
• After hours target — Where calls go when the attendant is closed. Voicemail, another number, or a message.
• Network site object — A named place in the Teams network topology. Subnets attach to it. Emergency addresses and LBR attach to that story.
• Emergency address validation — Civic addresses are validated. An unvalidated string is not a location you can trust.
• Wireless location caution — Wi-Fi clients can roam across subnets that do not match the building you think. The subnet you mapped is the location you will send.
• SBA registration — Clients must be able to use the appliance when the cloud path is gone. An appliance with no client configuration is a spare server.
• Local SBC during survival — The SBA still needs a PSTN path. That is the local SBC and carrier, not a cloud media processor you cannot reach.
• Teams Rooms QoS — Rooms need the same DSCP plan as PCs, using the rooms guidance for Windows and Android.
• Common area identity — The phone signs in as its own account. Voicemail and caller ID follow that account.
• Device conditional access — A policy that requires a compliant interactive PC will block a phone or a room.
• Firmware on the list — Certification is specific about software. ‘We own AudioCodes’ is not a version.
• SRTP profile mismatch — Both sides must agree the media is SRTP. A gateway forced to RTP/AVP will not complete a normal Direct Routing call.
• Telephone-event — The SDP way digits are carried so an IVR can see them even when the audio codec would hide tones.
• Call-ID header — The header that stays with a SIP dialog so two logs can be proved to be one call.
• From and To headers — Who the request claims to be, and who it is for. A normalization bug shows up here as a duplicated country code.
• SDP offer — The media description inside the INVITE when early offer is used. Codecs, ports, and SRTP live here.
• Jitter over 30 ms teaching clue — A commonly taught CQD clue is to treat sustained jitter around 30 ms as painful. Confirm the current data dictionary before you quote a threshold as policy.
• Loss around 10 percent — Packet loss near 10 percent is a widely used teaching line for a poor stream. Verify the current CQD definition before you automate an alert on it.
• Subnet dimension — CQD’s subnet field is only useful if you built the building map from real subnets.
• Work item — The unit unified routing assigns: a call, a chat, a case. It is not a Teams message.
• Queue membership — Representatives receive work only from queues they belong to.
• Security role in Dynamics — The Dataverse role that lets a representative open the app and touch the rows they should.
• Embedded versus standalone — Contact Center can sit inside Customer Service or stand as its own app. Agents must be told which one they open.
• Intent unknown bucket — The classification result you get when the model or the rules do not know. It needs a queue.
• Copilot summary — A draft of the conversation for the representative. It can be wrong. The representative still owns what is sent.
• Knowledge article freshness — The date on the source the bot is allowed to quote. Retired prices stay retired only if you remove them.
• Fallback topic — The classic-topic path when nothing else matches. Empty fallback is silence.
• DTMF zero — The usual human escape. It has to be implemented, not merely printed on a slide.
• Transfer target license — The Teams user who receives a PSTN transfer needs Teams Phone and a number in the Connect model’s description.
• Multitenant SBC caution — Some Connect providers share SBC infrastructure across customers. Your routing must still isolate your numbers.
• Letter of authority — The carrier document that allows a number to move. Porting without it does not happen.
• Rollback route — The old path left in place so numbers can return. Deleting it is not a cleanup. It is the removal of the safety.
• Group policy assignment — Many Teams policies, including compliance recording, can target a group. Membership changes the effective policy without a click on the user.
• Zero-cost allotment — Teams Phone subscriptions include a number of free resource-account licenses you still have to acquire in the admin center.
• At least one Teams Phone — The prerequisite article says the tenant needs Teams Phone licensing for the voice-app services to exist.
• Do not share global admin — A shared Global Administrator account erases the audit of who changed a route.
• Sample 555 numbers — Use 555 numbers and example domains in labs. They are not a customer directory.
• Renewal versus retirement — A certification you forget to renew expires for you. A retirement means Microsoft withdrew the exam. They are different calendars.
• Official practice assessment — Microsoft’s practice questions, when published, match the exam more honestly than a random PDF.
• Busy-hour interval — The half hour you staff, not the daily average divided into imaginary hours.
• Adherence — Whether the agent was in the state the schedule promised. It needs a real state feed from the contact center.
• Service level target — A pair: a percent and a number of seconds, plus the abandon rule. ‘Eighty twenty’ means nothing until both are defined.
• Hold music licensing — The hold file is a copyrighted work unless you made it or licensed it.
• Notification group — The people the emergency policy emails or messages when an emergency call starts.
• Dispatchable location — A location specific enough for a responder to find the caller. A city name is not enough for a campus.
• Carrier test number — The number or process the carrier gave you for emergency tests. It is not the public emergency number.
• Split tunnel — VPN configuration that sends only corporate apps through the tunnel and lets Teams media go direct.
• Port mirroring — A switch copy of packets so you can see DSCP at the egress without standing on the user’s keyboard.
• ACL mark — A router rule that sets DSCP based on the port range, useful for devices that will not mark for themselves.
• Two directions — A call has media each way. Sizing one direction and forgetting the other undersizes a symmetric policer.
• G.722 header tax — G.722 at 160 bytes every 20 ms pays the same header tax as G.711. Wideband does not remove IP headers.
• Comfort noise sizing — Silence suppression lowers the average and not the peak. Size the peak.
• Pilot rollback week — A quiet week on the new path before you delete the old trunk.
• Expert wave — Move people who call each other in the same migration wave so they do not trombone for a year.
• IVR range split — Contact-center numbers stay on UCCE. User numbers go to Teams. The SBC enforces the split.
• Whisper and barge caution — Supervisor features such as whisper and barge belong to the contact-center product, not to a Teams peer call.
• Recording both sides — If the contact center and Teams both record, you still need one Call-ID to know it is the same conversation.
• Privacy review — Recording, desktop capture, and directory search all need a privacy decision before go-live.
• Restore test — A retention setting you have never restored is a hope. Ask the recording partner for one file back.
• Form the agent saw — Quality scores should use a form published to the people being scored.
• Export for WFM — Queue totals have to be able to leave the contact center on a schedule the WFM tool can read.
• Shrinkage labeled — If shrinkage is a guess, say it is a guess. Thirty percent is not a law of nature.
• Occupancy watch — High occupancy next to rising abandons means the service level is being spent to look efficient.
• Case timeline fields — E.164, Call-ID, queue, agent. Four fields make a case auditable.
• Bot eval set — A list of utterances whose correct intent you already know. Run it before you publish a prompt change.
• Unannounced feature risk — A design that needs a product Microsoft has not shipped is not a hook. It is a bet.
• Admin center SBC status — The Direct Routing page that shows whether Teams considers the SBC healthy.
• Test call both ways — Inbound and outbound are different routes. A successful outbound call does not prove the carrier can deliver inbound.
• Emergency both ways — You care that the emergency call leaves, and that the location and notification are correct. Inbound to the queue is a different test.
• Holiday and certificate calendar — Two dates that take companies down: the holiday the attendant does not know, and the certificate that expires.
• Contoso is fictional — Contoso, Fabrikam, and 555 numbers in this campus are samples. They are not your tenant.
• Checked date — 14 October 2026 is when this campus was compared with Learn. It is not a promise the page stays still.
• Computer telephony integration — Wikipedia’s opened page says computer-telephony integration, also computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and computers.
• Dynamics 365 voice channel — The voice-channel page says it applies to Dynamics 365 Contact Center embedded, Contact Center standalone, and Customer Service. It provides native PSTN calling in Dynamics and says the channel is built on Azure Communication Services.
• Teams Phone in the voice channel — The configure-Teams-Phone page says PSTN connectivity can be a Teams Calling Plan (service numbers only), Operator Connect, or Direct Routing, and that a Teams resource account is required for every number used with Dynamics 365 Contact Center.
• Salesforce Voice — The help page Connect Voice from a Partner Contact Center says Salesforce Voice with Telephony Providers, formerly Service Cloud Voice, is now part of Partner Contact Center.
• Partner Contact Center — The Salesforce help page titled Connect Voice from a Partner Contact Center says Salesforce Voice with Telephony Providers, formerly Service Cloud Voice, is now part of Partner Contact Center.
• Amazon Connect Customer — Amazon’s opened guide says Amazon Connect Customer is the current name for the product previously called Amazon Connect, and that this guide covers Amazon Connect Customer.
• CCAI Platform — The opened Google Cloud page is titled Contact Center AI Platform. It says CCAI Platform is a contact-center service built natively on Google Cloud, uses other Gemini Enterprise for Customer Experience products, and is purpose-built to work alongside CRMs.
• Gemini Enterprise for Customer Experience — Google’s legal change log records this line: Updated name of Customer Engagement Suite and Contact Center AI to Gemini Enterprise for Customer Experience (GECX).
• Least active assignment — The assignment-methods page says least active is available for voice and messaging only, and is the default selection when you create a voice or messaging queue.
• Quality evaluation plan — The quality and coaching page, which applies to Dynamics 365 Contact Center only, says an evaluation plan sets the criteria, the conversations, the timing, and the actions.
• Quality guardrail — On the quality and coaching page, a guardrail defines a required or prohibited behavior. Guardrails are evaluated for violations rather than assigned numeric scores, and each has a priority.
• Short-term forecast — The forecasting overview says a short-term scenario predicts volume and average handle time in 15-minute intervals for a horizon of up to six weeks (42 days), using a linear trend on internal or external data.