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MS-721 Microsoft Practice Test Questions and Exam Dumps

Question No 1:

You have a Teams Phone deployment using Direct Routing through a single Session Border Controller (SBC). Users are reporting that outbound PSTN calls are failing, but inbound PSTN calls are working fine. Upon reviewing the SBC logs, you notice that while Microsoft is responding to SIP option requests, it is not sending any SIP option requests. What is the most likely cause of the issue?

A. The online PSTN gateway is disabled.
B. An SBC certificate is expired.
C. An external DNS entry is missing from the Fully Qualified Domain Name (FQDN) of the SBC.
D. The phone numbers of the users are defined by running the New-csTeamsUnassignedNumberTreatment cmdlet.

Answer:

The correct answer is C. An external DNS entry is missing from the FQDN of the SBC.

Explanation:

In a Teams Phone deployment with Direct Routing, communication between Teams and the Session Border Controller (SBC) is crucial for both inbound and outbound PSTN calls. The SBC acts as an intermediary between Microsoft Teams and the public switched telephone network (PSTN). It facilitates the routing of calls, ensuring users can make and receive calls through their phone system.

When users experience issues with outbound PSTN calls, but inbound calls are successful, this often points to a problem with the configuration of the SBC, particularly around its communication with Microsoft’s backend services. The scenario described—where Microsoft is responding to SIP option requests but not sending them—indicates that there is a potential issue with the network configuration, specifically with DNS resolution.

Reason for the Issue:

In Direct Routing, the SBC must be properly registered with Microsoft’s infrastructure to facilitate outbound and inbound calls. One of the critical elements for this registration is DNS resolution, as Microsoft Teams must be able to locate the SBC via its Fully Qualified Domain Name (FQDN). If there is a missing or misconfigured external DNS entry for the SBC, Microsoft Teams may not be able to send SIP requests to the SBC for outbound calls. This would result in the outbound PSTN calls failing, while inbound calls could still work because Microsoft can successfully send the incoming call information to the SBC.

Detailed Steps Involved:

1. SIP OPTIONS Requests: SIP OPTIONS are part of the signaling process where Teams checks the SBC’s availability. If Microsoft isn’t sending SIP OPTIONS, it suggests that the SBC is not properly reachable or registered, likely due to DNS resolution issues.
   
   

2. DNS Configuration: The SBC’s FQDN must be correctly configured in external DNS so that Microsoft’s backend services can locate it for outbound calls. Without this, communication is only successful in one direction (inbound calls), as the SBC can still respond to Microsoft’s SIP requests but cannot receive outbound requests due to DNS misconfiguration.

Why Other Options Are Incorrect:

• A. The online PSTN gateway is disabled: This option wouldn’t cause the issue described. The fact that inbound PSTN calls work suggests that the PSTN gateway is functioning.

• B. An SBC certificate is expired: While an expired certificate can cause signaling issues, it would likely prevent both inbound and outbound calls from functioning properly, rather than just affecting outbound calls.

• D. The phone numbers of the users are defined by running the New-csTeamsUnassignedNumberTreatment cmdlet: This cmdlet handles call routing for unassigned numbers and wouldn’t directly cause the described outbound call failure issue.

An external DNS entry for the SBC’s FQDN is necessary for proper routing and communication between Microsoft Teams and the SBC. Ensuring that the SBC’s FQDN is properly configured in external DNS will resolve the issue with outbound PSTN calls.

Question No 2:

The sales department at your company needs to route calls to multiple users and ensure that calls are routed differently after business hours. Which two features should you implement to meet these requirements? Each correct answer presents part of the solution.
Note: Each correct selection is worth one point.

A. Call queues
B. Calling policies
C. Voice routing policies
D. Auto attendants
E. Caller ID policies

Answer:

The correct answers are A. Call queues and D. Auto attendants.

Explanation:

In this scenario, the company’s sales department needs to efficiently route calls to multiple users and also ensure that calls are routed differently after business hours. To achieve this, the company must use features that allow for call distribution and varying routing depending on the time of day. Let’s review the features and how they apply to this situation.

Call Queues (A)

Call queues are a key feature for routing calls to multiple users. In this case, the sales department wants to route calls to multiple users within their team. A call queue is designed to place incoming calls in a queue until a representative becomes available to take the call. When the department has multiple users, the calls can be distributed to the available agents within the queue.

• Usage for Business Hours: During business hours, the call queue will route calls to the available agents in the sales department based on availability.

• Usage After Business Hours: After business hours, the call queue can be configured to follow a different routing scheme, such as sending calls to voicemail, providing a recorded message, or rerouting them to a different team.

Auto Attendants (D)

Auto attendants help manage incoming calls by providing automated responses and routing callers to the appropriate destination. For a company that wants to change the routing behavior based on the time of day, an auto attendant is a suitable solution. It can provide a greeting, give callers options, and route calls to specific destinations (such as call queues or voicemail) depending on the time of day.

• Usage for Business Hours: During business hours, the auto attendant can answer the call, greet the caller, and route them to the correct call queue or department.

• Usage After Business Hours: After hours, the auto attendant can offer an alternative routing scheme, such as directing the call to voicemail or to a different queue, providing a message stating that the office is closed.

Why Other Options Are Incorrect:

• B. Calling policies: Calling policies are used to manage and restrict the types of calls users can make (e.g., limiting international calls, etc.). These policies don’t directly relate to call routing and won’t solve the problem of routing calls to multiple users and altering routing after business hours.

• C. Voice routing policies: Voice routing policies control how calls are routed based on phone numbers, dial plans, and PSTN usage. While important for defining how calls are directed at a network level, they do not specifically address routing calls to multiple users or handling different call flows based on time.

• E. Caller ID policies: Caller ID policies are used to define how the caller’s ID is presented to the recipient. This feature does not affect call routing or handling calls differently after business hours.

To address the sales department’s need to route calls to multiple users and implement different routing after business hours, the best solution is to use call queues for distributing calls among team members and auto attendants for managing call flows based on the time of day. These two features, when combined, provide a flexible and efficient call routing solution.

Question No 3:

You have deployed Microsoft Teams Phone with Direct Routing using a certified Session Border Controller (SBC). The Fully Qualified Domain Name (FQDN) of the SBC is sbc1.contoso.com, and signaling is configured on port 5067. Despite this, users are unable to place calls, and you see an error message in the Microsoft Teams admin center (as shown in the exhibit below). Based on this information, what is a possible cause of the issue?

A. Calling plan licenses are not assigned to users
B. The failover timer is set to 0 seconds
C. The Forward P-Asserted Identity (PAI) header is disabled
D. The Baltimore or the DigiCert root certificates are missing on the SBC.

Answer:

The correct answer is D. The Baltimore or the DigiCert root certificates are missing on the SBC.

Explanation:

In a Direct Routing deployment with Microsoft Teams, the SBC (Session Border Controller) is used to bridge communication between Teams and the Public Switched Telephone Network (PSTN). The SBC needs to be properly configured to ensure secure and reliable communication between Teams and the external PSTN network. If you are unable to place calls and an error message appears in the Microsoft Teams admin center, it often indicates a connectivity or configuration issue with the SBC, which is preventing proper communication.

Let’s break down the possible causes of the issue:

D. The Baltimore or DigiCert Root Certificates are Missing on the SBC.

The SBC in a Direct Routing deployment needs to have valid root certificates installed, particularly the Baltimore or DigiCert root certificates, which are required for validating the SSL/TLS connection between Teams and the SBC. If the root certificates are missing, Teams cannot trust the SBC’s certificates, and this can result in failed call routing and authentication errors. The error message you are encountering is likely tied to a security issue where the SBC's certificates cannot be verified, leading to the failure to place calls.

• Resolution: Ensure that the Baltimore or DigiCert root certificates are installed and correctly configured on the SBC. This allows Teams to trust the connection and ensure secure communication for call routing.

Why Other Options Are Incorrect:

• A. Calling Plan Licenses Are Not Assigned to Users: While not assigning calling plan licenses could prevent users from making PSTN calls, this would typically show up as a different error related to licensing issues rather than the connectivity or certificate-related issues seen in this case. The error in the Teams admin center is more indicative of a trust or connection issue, not a licensing problem.

• B. The Failover Timer is Set to 0 Seconds: The failover timer setting determines how quickly the SBC switches to a backup route if the primary route fails. If it’s set to 0 seconds, it could lead to call failure if the primary route is unavailable. However, this would more likely cause intermittent call failures rather than a complete failure to place calls, especially if all routes are configured correctly. This option is less likely to be the root cause in this scenario.

• C. The Forward P-Asserted Identity (PAI) Header is Disabled: The PAI header is used to identify the original caller's identity in some call scenarios. If this header is disabled, it could lead to issues with call identification or routing in certain situations, but it wouldn’t typically prevent the calls from being placed entirely. Disabling the PAI header would not be the primary cause of an error preventing all calls in the Teams environment.

The most likely cause of the issue is the missing Baltimore or DigiCert root certificates on the SBC. Without these certificates, Teams cannot establish a secure connection with the SBC, leading to a failure in placing calls. Ensure the correct root certificates are installed on the SBC to resolve the issue.

Question No 4:

In your Microsoft Teams Phone deployment, you have two users: User1 and User2. User1 will be on leave for two weeks, and you need to redirect all calls to User1's phone number to User2’s phone number. The solution should minimize administrative effort. What settings should you modify for User1 to achieve this?

A. The voicemail transfer target settings
B. The call delay and order settings
C. The call delegation settings
D. The phone number type

Answer:

The correct answer is C. The call delegation settings.

Explanation:

In this scenario, you need to redirect all calls to User1’s phone number to User2’s phone number while minimizing administrative effort. The best solution is to modify the call delegation settings for User1.

Why Call Delegation Settings?

Microsoft Teams allows you to configure call delegation, which is a feature where calls made to one user can be redirected to another user (the delegate). This is particularly useful in cases such as when someone is on leave and their calls need to be rerouted to a colleague. By setting User2 as the delegate for User1, all calls to User1’s number can be forwarded directly to User2, without needing to manually configure complex routing rules.

• Ease of Administration: The delegation feature allows you to simply specify that User2 should handle calls for User1, and this can be set up quickly from the Teams admin center. There is minimal need for ongoing management after the setup, making it an ideal solution for a two-week leave period.

Why Other Options Are Incorrect:

• A. The voicemail transfer target settings: These settings control where voicemail messages are sent (e.g., to another phone number or mailbox). They don't help with redirecting live calls, which is the main requirement in this case.

• B. The call delay and order settings: These settings control how calls are handled in queues or to multiple recipients. They don't apply to a direct call forwarding scenario like this one, where calls are being redirected to another user.

• D. The phone number type: This setting defines whether a phone number is a direct phone number or a different type of identifier (e.g., a voicemail number). It does not facilitate call forwarding or redirection to another user’s phone number.

To redirect all calls from User1 to User2, you should use call delegation settings in Microsoft Teams, as this will allow you to set up forwarding efficiently and with minimal administrative overhead.

Question No 5:

In your Microsoft Teams Phone deployment, you have a call queue named "Customer Service." You want to ensure that when agents from Customer Service make outbound calls, the calling name appears as "Contoso" and the caller ID shows the phone number of the Customer Service queue. Other users should not be affected by these changes. What three actions should you take to implement this? Each correct answer represents part of the solution.

A. From the Microsoft Teams admin center, configure a new caller ID policy.
B. Set Calling Party Name to the organization name.
C. From the Microsoft Teams admin center, modify the global (Org-wide default) caller ID policy.
D. Set Replace the caller ID with to Resource account.
E. Set Override the caller ID policy to On.

Answer:

The correct answers are A. From the Microsoft Teams admin center, configure a new caller ID policy, D. Set Replace the caller ID with to Resource account, and E. Set Override the caller ID policy to On.

Explanation:

In a Microsoft Teams Phone deployment, ensuring that a call queue like "Customer Service" displays the correct caller ID and calling name involves modifying specific settings related to caller identification. Here’s a breakdown of each step you should follow:

A. From the Microsoft Teams admin center, configure a new caller ID policy.

To customize the caller ID for the Customer Service call queue without affecting other users, you need to create a new caller ID policy. This policy will define the behavior of caller IDs for the specific call queue. By configuring this new policy, you ensure that the Customer Service agents will have a distinct caller ID configuration for outbound calls, while other users in the organization retain their default settings.

• Why it’s important: By setting up a new caller ID policy, you can tailor the caller ID settings specifically for the Customer Service queue, leaving the rest of the organization's users unaffected.

D. Set Replace the caller ID with to Resource account.

For a call queue in Teams, a resource account is used to handle the caller ID and calling name. By setting the caller ID to be replaced with the resource account, you ensure that when Customer Service agents make calls, the outbound caller ID will reflect the phone number and identity associated with the "Customer Service" queue.

• Why it’s important: This ensures that the Customer Service team is represented by the correct caller ID (i.e., the phone number associated with the call queue) rather than the individual agents' personal phone numbers.

E. Set Override the caller ID policy to On.

By enabling the Override the caller ID policy option, you ensure that the caller ID policy you've created for the Customer Service call queue takes precedence over any other default settings. This setting forces the system to apply the customized caller ID to outbound calls from the Customer Service queue, ensuring that the correct phone number and calling name are displayed.

• Why it’s important: The "Override" setting ensures that the specific caller ID settings for the call queue are enforced, overriding the general policies applied to other users.

Why Other Options Are Incorrect:

• B. Set Calling Party Name to the organization name:
  This option is typically used when you want the calling name to reflect the organization’s name (e.g., "Contoso") for all outgoing calls from users within the organization. This does not provide the granularity needed for the call queue to have a different calling name from the rest of the organization, so it is not applicable here.

• C. From the Microsoft Teams admin center, modify the global (Org-wide default) caller ID policy:
  Modifying the global caller ID policy would affect all users in the organization, not just the agents in the Customer Service call queue. Since the requirement is to apply the change only to the Customer Service team, modifying the global policy is not the ideal solution.

To configure the Customer Service call queue’s outbound calling name and caller ID without affecting other users, the steps are:

1. Create a new caller ID policy specifically for the call queue (A).

2. Set the caller ID to be replaced with a resource account for the call queue (D).

3. Enable the override setting to ensure the new caller ID policy is applied to the call queue (E).

These steps ensure that only the Customer Service agents will have the customized caller ID while other users in the organization remain unaffected.

Question No 6:

Your company has offices in London and Vancouver, and it uses Microsoft Teams Phone with Calling Plans. The company has a user named User1 in the London office. User1 moves to the Vancouver office, and you need to update User1’s phone number and emergency location to reflect the new office location. What should you do first to ensure these changes are implemented correctly?

A. Run New-CsTeamsEmergencyCallingPolicy -Identity Vancouver.
B. Modify the current Usage location for User1.
C. Run Grant-CsTeamsEmergencyCallingPolicy -Identity Vancouver.
D. Add a new emergency location for User1.

Answer:

The correct answer is B. Modify the current Usage location for User1.

Explanation:

In a Microsoft Teams Phone deployment, especially when using Calling Plans, certain settings are critical for properly managing phone numbers, emergency services, and call routing. When a user moves to a new office location, several factors must be adjusted, including the user’s usage location, emergency location, and phone number. Here’s the process to address the scenario effectively.

Why Modify the Current Usage Location First?

The Usage Location setting in Microsoft Teams is used to define the geographical location of the user for various services, including licensing, emergency calling, and number assignment. When a user moves from one office location to another, their Usage Location must be updated to match their new location. In this case, since User1 is moving from the London office to the Vancouver office, you need to update User1’s Usage Location to "Canada" (which covers Vancouver).

• Usage Location Impact: The Usage Location directly impacts the assignment of licenses (such as Calling Plans) and the routing of calls, including emergency services. For example, emergency calls may need to be routed to different emergency services based on the user’s location.

After updating the Usage Location, you can proceed with further configuration steps to update emergency locations and phone numbers for User1.

Why the Other Options Are Incorrect:

• A. Run New-CsTeamsEmergencyCallingPolicy -Identity Vancouver: This command is used to create a new emergency calling policy for a specific region (in this case, Vancouver). However, this is not the first step. The Usage Location must be set first, as it ties to the region where emergency calling policies are applied. Creating a policy without updating the user’s location would not have any effect.

• C. Run Grant-CsTeamsEmergencyCallingPolicy -Identity Vancouver: The Grant-CsTeamsEmergencyCallingPolicy command is used to apply an emergency calling policy to a user. However, this step comes after you modify the Usage Location. The emergency calling policy will be applied based on the Usage Location, so the first action should be to update that location.

• D. Add a new emergency location for User1: Adding a new emergency location is necessary once you update the Usage Location, but it is not the first step. You must first ensure that the user’s Usage Location reflects the new office location (Vancouver) before creating or modifying emergency locations.

Steps to Update User1’s Location:

1. Modify the Usage Location:
   Update User1’s Usage Location to “Canada” (since they are now in Vancouver). This change ensures that the user is associated with the correct region for licensing and emergency services.

2. Update the Emergency Location:
   Once the Usage Location is updated, you can then create or modify the emergency location for User1, ensuring that the correct emergency services are associated with the Vancouver office.

3. Assign a New Phone Number (if necessary):
   If User1 needs a new phone number for the Vancouver office, assign a new number and update any relevant call routing configurations.

The first step in this process is to modify the Usage Location for User1. This action is critical because it ensures that subsequent configurations, such as emergency calling policies and phone number assignments, are applied correctly for the new office location.