07 · Attendants and queues
Real companies are a tree: one attendant, a few queues, an overflow attendant. The tree needs a picture.
An attendant can send a key to a queue. A queue can overflow to another queue or back to an attendant. Draw it. If you cannot draw it, callers will find the loop before you do.
Keep one published pilot number. Internal targets do not each need a ported number. A design that ports a number per menu key is paying carrier lead time for a diagram.
Draw nested attendants and queues. Publish one pilot number, and make sure overflow ends.
One pilot number, a drawn tree, no loops, overflow that ends.
If it fails: Menu key 1 points at a queue whose overflow points back at the same menu.
Which description of Presence-based routing is accurate?
A queue can skip agents whose Teams presence says they are busy or in a meeting. An agent who never sets presence will take every serial call or none, depending on the rest of the design. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue accessed 2026-10-14.
A colleague reports: Agents set themselves to Do Not Disturb to leave the queue, and nobody notices for a week. Where do you start?
Agents set themselves to Do Not Disturb to leave the queue, and nobody notices for a week. Decide the presence rule and test with one agent in a meeting. Source: https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue accessed 2026-10-14.
Which description of Opt out of a queue is accurate?
Agents can be allowed to leave a queue. If you forbid it, staffing math must include breaks or they will dodge in other ways. WFM adherence and the queue opt-out flag are the same argument. 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.
Menu key 1 points at a queue whose overflow points back at the same menu.
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.
