07 · Attendants and queues
Attendant, serial, round robin, and longest idle are different promises to the people answering.
Attendant routing rings available agents together. Serial walks a list. Round robin remembers the last agent. Longest idle offers the call to the person waiting longest. Presence-based routing can skip someone who is already in a call or a meeting.
Conference mode changes whether the caller sits in a conference while agents are tried. Test it with two agents, one busy, before you argue about delay. An opt-out flag without a workforce plan means the schedule and the queue disagree by lunchtime.
Pick attendant, serial, round robin, or longest idle on purpose, then test with one agent busy.
I can define the four routing methods and I will test presence with two agents.
If it fails: Serial routing pins every call on the first person, who then opts out.
Which description of Overflow is accurate?
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. An external overflow needs funding on the resource account. Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-reference-prerequisites-licensing accessed 2026-10-14.
A colleague reports: Overflow to a mobile fails and the queue itself is blamed. Where do you start?
Overflow to a mobile fails and the queue itself is blamed. Name the overflow in the design, then test it by making every agent busy. Source: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-reference-prerequisites-licensing accessed 2026-10-14.
Which description of Directory search is accurate?
An attendant feature that lets a caller reach a person by name or extension. It exposes the directory you did not mean to publish. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant 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.
Serial routing pins every call on the first person, who then opts out.
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.
