A global company has a call queue that operates 24/7. They want to ensure that calls are answered as quickly as possible during peak hours, but they also want to avoid overloading agents during off-peak hours. They have a mix of full-time and part-time agents. Which configuration would best meet these requirements?

Use 'Round robin' routing and adjust the agent list based on scheduled shifts.

Set the call queue to 'Longest idle' and enable callbacks for all calls.

Configure the call queue with 'Attendant routing' and set a maximum wait time of 5 minutes.

Use 'Serial routing' with a long timeout to ensure every call is answered.

A customer service call queue receives a high volume of calls, and many callers hang up while waiting. The manager wants to offer callers the option to receive a callback instead of waiting on hold. What should you configure?

Enable the callback feature in the call queue settings and set the maximum callback time.

Add a second call queue for callbacks.

Change the routing method to 'Longest idle' to reduce wait times.

Configure the auto attendant to route calls to voicemail after a certain time.

You are creating a resource account for a new call queue. The resource account will be used only for the call queue and should not appear in the global address list. What should you do when configuring the resource account?

Assign a Teams Phone Standard license to the resource account.

Hide the resource account from the Exchange global address list.

Set the resource account's account enabled state to false.

Create the resource account as a user mailbox instead of a resource mailbox.

Microsoft 365 Certified:Collaboration Communications Systems Engineer Associate

Domain 3Objective 2

Create and Configure Auto Attendants and Call Queues MS-721 Practice Questions (Page 1)

Part of the Implement and configure Teams Phone domain, which accounts for 30–35% of the MS-721 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~12–23 in this domain), expect 2–4 from this objective — we provide 45 practice questions to prepare you well beyond it. (estimate)

45questions here

9free pages

12concepts

30–35%of the exam

12 Concepts in This Objective

Resource Account Creation
Resource Account Configuration
License Assignment to Resource Accounts
Phone Number Assignment
Resource Account Assignment
Call Queue Routing Methods
Business Hours Configuration
Custom Music on Hold Configuration
Caller ID Policies
Voice Applications Policies
Callback Implementation
Queues App Configuration

Questions 1–5

1expert · hard
A global company has a call queue that operates 24/7. They want to ensure that calls are answered as quickly as possible during peak hours, but they also want to avoid overloading agents during off-peak hours. They have a mix of full-time and part-time agents. Which configuration would best meet these requirements?
Select an answer first
2application · medium
A customer service call queue receives a high volume of calls, and many callers hang up while waiting. The manager wants to offer callers the option to receive a callback instead of waiting on hold. What should you configure?
Select an answer first
3application · medium
You are creating a resource account for a new call queue. The resource account will be used only for the call queue and should not appear in the global address list. What should you do when configuring the resource account?
Select an answer first
4foundation · easy
Which license is required for a resource account to be used with an auto attendant?
Select an answer first
5application · medium
A call queue currently plays the default music on hold. The company wants to play a custom audio file that includes promotional content. What file format is supported for the custom music on hold?
Select an answer first

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Create and Configure Auto Attendants and Call Queues MS-721 Practice Questions (Page 1)

Questions 1–5

A customer service call queue receives a high volume of calls, and many callers hang up while waiting. The manager wants to offer callers the option to receive a callback instead of waiting on hold. What should you configure?

You are creating a resource account for a new call queue. The resource account will be used only for the call queue and should not appear in the global address list. What should you do when configuring the resource account?

Which license is required for a resource account to be used with an auto attendant?

A call queue currently plays the default music on hold. The company wants to play a custom audio file that includes promotional content. What file format is supported for the custom music on hold?

Keep studying — Implement and configure Teams Phone