A call queue has a high volume of calls and a long average wait time. The manager wants to reduce abandoned calls but is concerned that offering callbacks to all callers might overwhelm agents with callbacks during peak hours. What is the best approach?

Enable callbacks for all callers and set a short callback time window.

Disable callbacks and instead increase the number of agents in the queue.

Enable callbacks only when the queue is experiencing high wait times, and set a reasonable callback time window.

Enable callbacks and route them to a separate call queue.

In an auto attendant, what is the purpose of configuring business hours?

To define when the auto attendant uses the main menu vs. after-hours menu

To set the maximum call duration

To specify which agents are available

Where is the Queues app typically added for agents?

From the Microsoft 365 admin center

What is the purpose of a voice applications policy?

To control which users can create or manage auto attendants and call queues

To assign phone numbers to resource accounts

To configure music on hold for call queues

To set the default language for auto attendants

A healthcare provider wants to play a custom recorded message (not music) while callers wait in a call queue. They have uploaded the audio file to the call queue settings. What else must be configured to ensure the custom audio is played?

Set the call queue's music on hold to 'Play custom audio' and select the uploaded file.

Configure a voice application policy to allow custom audio.

Assign a Phone System license to the call queue resource account.

Enable the 'Play a message' option in the call queue's greeting settings.

Microsoft 365 Certified:Collaboration Communications Systems Engineer Associate

Domain 3Objective 2

Create and Configure Auto Attendants and Call Queues MS-721 Practice Questions (Page 9)

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 41–45

41expert · hard
A call queue has a high volume of calls and a long average wait time. The manager wants to reduce abandoned calls but is concerned that offering callbacks to all callers might overwhelm agents with callbacks during peak hours. What is the best approach?
Select an answer first
42foundation · easy
In an auto attendant, what is the purpose of configuring business hours?
Select an answer first
43foundation · easy
Where is the Queues app typically added for agents?
Select an answer first
44foundation · easy
What is the purpose of a voice applications policy?
Select an answer first
45application · medium
A healthcare provider wants to play a custom recorded message (not music) while callers wait in a call queue. They have uploaded the audio file to the call queue settings. What else must be configured to ensure the custom audio is played?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

No more pagesBack to MS-721

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Microsoft. “MS-721” is a trademark of its owner, used for identification only.