07 · Attendants and queues
The published company number is usually this object. A sloppy menu is a public defect.
Set business hours, holidays, a greeting you have rights to play, menu keys, directory search scope, and an operator. Directory search will find people you did not mean to publish if you leave it wide open.
Each menu key needs a target: a person, a queue, another attendant, voicemail, or an external number. External targets need funding. A key that points nowhere is a silent failure with your logo on it.
Design the attendant’s hours, holidays, greeting, menu targets, and operator before you publish the number.
Hours, holidays, greeting, scoped directory, and an operator. Every key has a target.
If it fails: The office is closed on a holiday and the attendant still hunts a queue.
A colleague reports: The timeout is 3 seconds and callers always overflow. Where do you start?
The timeout is 3 seconds and callers always overflow. Set timeout and overflow before you publish the number. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue accessed 2026-10-14.
Which description of Conference mode is accurate?
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. Turning it off changes the caller experience and the failure sound. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue accessed 2026-10-14.
A colleague reports: Callers hear silence while the queue hunts, and someone disables the queue. Where do you start?
Callers hear silence while the queue hunts, and someone disables the queue. Test both modes with a real agent client before you argue about delay. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue accessed 2026-10-14.
Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.
The office is closed on a holiday and the attendant still hunts a queue.
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.
Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.
Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.
