07 · Attendants and queues
A queue without overflow is a waiting room with a locked door.
Set a timeout that a human would tolerate, and an overflow target: another queue, a person, voicemail, or an external number. Voicemail overflow needs a mailbox. External overflow, callback, and on-behalf outbound need pay-as-you-go or communications credits on the resource account.
Callback is an outbound call. A greeting that promises a callback you cannot fund is a falsehood with a phone number on it. Test overflow by making every agent busy, not by reading the setting.
Give every queue a timeout and an overflow you have tested. Fund the resource account if it dials out.
Overflow is a target I have tested. External overflow is funded.
If it fails: Callback is enabled and every return call fails because nothing was funded.
A colleague reports: A caller reaches an executive because directory search was on. Where do you start?
A caller reaches an executive because directory search was on. Scope who can be found. Do not leave the default if the tenant has privileged accounts. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant accessed 2026-10-14.
Which description of Holiday schedule is accurate?
A calendar the attendant uses to play the closed greeting. It is not the same object as business hours. A holiday that is only in someone’s memory is an open company on that day. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant accessed 2026-10-14.
A colleague reports: The office is closed and the attendant still hunts the queue. Where do you start?
The office is closed and the attendant still hunts the queue. Load the next year’s holidays when you build the attendant. 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.
Callback is enabled and every return call fails because nothing was funded.
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.
