Implementing Call Features for Helpdesk Phone Number
Question
Your company has a Microsoft 365 subscription that uses Phone System and Calling Plans.
You plan to implement a toll phone number for the helpdesk.
You need to implement the following call features for the helpdesk phone number: -> Must include a greeting and hold music -> Must bypass menu options when a call is established to the helpdesk What two resources should you create? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answers
Explanations
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https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queueTo implement the required call features for the helpdesk phone number in a Microsoft 365 Phone System with Calling Plans, you need to create an Auto Attendant and a Call Queue.
Auto Attendant: An Auto Attendant is a feature of the Phone System in Microsoft Teams that automatically answers incoming calls and provides callers with a menu of options to route their call to the appropriate person or department. In this case, you would create an Auto Attendant that includes a greeting and hold music for the helpdesk phone number. The Auto Attendant can be configured to play music or messages while the caller is on hold, and to direct the caller to the appropriate department or resource once the call is answered.
Call Queue: A call queue is a virtual waiting room for incoming calls, where callers are placed in a queue until an available person or resource is ready to take the call. In this case, you would create a call queue specifically for the helpdesk phone number, which would bypass menu options and connect the caller directly to the helpdesk when a call is established. You can configure the call queue to play music or messages while the caller is waiting, and to send notifications to the helpdesk staff when there are calls waiting in the queue.
Therefore, the two resources that should be created to implement the required call features for the helpdesk phone number in a Microsoft 365 Phone System with Calling Plans are an Auto Attendant and a Call Queue.
