What's changed: Created MS-700 Chapter 4 (domain: Manage meetings and calling). Meetings/events (meeting/webinar registration/town hall large one-way/Appointments, meeting policies feature control, meeting templates, meeting customization policies appearance, event settings, Microsoft 365 Copilot meeting settings) and Teams Phone (number provisioning Calling Plan/Operator Connect/Direct Routing, resource accounts, voice/voicemail policies, auto attendants IVR/call queues ordered distribution, calling policies).
4.2Teams Phone
Understand phone number provisioning (Calling Plan/Operator Connect/Direct Routing), assigning numbers to resource accounts, voice/voicemail policies, auto attendants and call queues, and calling policies.
Teams Phone chooses how to obtain phone numbers, assigns them to users/services, and configures inbound call routing.
4.2.1Number provisioning
Three ways to obtain numbers: Calling Plan (Microsoft provides numbers and PSTN calling—simplest), Operator Connect (get numbers via a certified operator), and Direct Routing (connect your existing carrier via your own SBC (session border controller)). Assign numbers to users, services, and conferencing bridges. For auto attendants/call queues, assign a number to a resource account.
4.2.2Auto attendants and call queues
An auto attendant uses an IVR menu ("press 1 for sales, 2 for support") to greet and route callers. A call queue distributes inbound calls to a group of agents, playing hold music while waiting (connects to an available agent). The routing method decides how: attendant (rings everyone at once), serial (one by one in list order), round robin (evens out the call count), or longest idle. Microsoft recommends round robin or longest idle. Both use a resource account. Control calling features (make calls/transfer/delegation) with calling policies, voicemail with voicemail policies, and voice settings with voice policies. Distinguish "menu-based greeting/routing" = auto attendant from "ordered distribution" = call queue.
Cues: "Microsoft provides numbers and PSTN" = Calling Plan. "via a certified operator" = Operator Connect. "your own SBC to existing carrier" = Direct Routing. "IVR menu greeting/routing" = auto attendant. "distribution to a group of agents with hold music" = call queue. Auto attendants/call queues assign a number to a resource account.
Watch the mix-ups: (1) Auto attendant (IVR menu greeting) vs call queue (distribution to a group of agents). (2) Calling Plan (Microsoft) vs Operator Connect (operator) vs Direct Routing (own SBC). (3) Auto attendants/call queues assign numbers to a resource account (not a user number). (4) Calling/voicemail/voice policies are separate controls.
4.2.3Section summary
- Numbers via Calling Plan (Microsoft)/Operator Connect (operator)/Direct Routing (own SBC)
- Auto attendant = IVR menu greeting; call queue = distribution to a group of agents (both use a resource account)
- Control via calling policies (call features)/voicemail policies/voice policies
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Quick check
(just a quick review)Q1. You want a menu to greet callers ("1 for sales, 2 for support") and route them. Best?
Q2. You want support calls distributed in order to available agents, with hold music while waiting. Best?
Q3. You want to connect your existing carrier’s lines to Teams Phone using your own SBC. Best?
Q4. You want the simplest start to Teams Phone with Microsoft providing numbers and PSTN calling. Best?
Q5. What correctly distinguishes an auto attendant from a call queue?
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