Learn why a Microsoft 365 Group is the ideal choice for voicemail storage in Microsoft Teams call queues, ensuring accessibility to all call agents and seamless collaboration.
Table of Contents
Question
You have a Microsoft Teams Phone deployment that contains a call queue named HR.
You need to ensure that when an incoming call to HR is unanswered, the caller is redirected to voicemail.
The voicemail recordings must be accessible to all HR call agents.
What should you configure for voicemail storage?
Select only one answer.
A. a distribution list
B. a mail-enabled security group
C. a Microsoft 365 group
D. a shared mailbox
E. an administrative unit
Answer
C. a Microsoft 365 group
Explanation
You use a Microsoft 365 group to redirect unanswered calls to shared voicemail. All other options are not supported for redirecting calls in a call queue.
When configuring voicemail storage for a Microsoft Teams call queue, such as the HR call queue in this scenario, the correct option is “C. a Microsoft 365 group.” Here’s why:
Why Choose Microsoft 365 Group for Voicemail Storage?
- Shared Mailbox Functionality: A Microsoft 365 Group includes a shared mailbox where voicemails are stored. This ensures that all members of the group (HR call agents) have access to voicemail recordings in a centralized location.
- Collaboration Features: Beyond email storage, Microsoft 365 Groups integrate with other collaboration tools like SharePoint and Planner. This allows members to manage voicemails and other team resources efficiently within the same ecosystem.
- Voicemail Accessibility: When a call queue is redirected to voicemail, the messages are deposited in the Exchange mailbox associated with the Microsoft 365 Group. Members can access these voicemails through Outlook or Teams, ensuring everyone stays informed.
- Ease of Setup: Configuring a Microsoft 365 Group for voicemail is straightforward. You can create or use an existing group, add team members, and link it to the call queue’s voicemail settings in the Teams Admin Center.
Why Not Other Options?
A. Distribution List: Distribution lists only forward emails to members but do not provide a centralized mailbox for storing and accessing voicemails collectively.
B. Mail-Enabled Security Group: While these groups provide email functionality and resource access control, they lack shared mailbox capabilities, making them unsuitable for voicemail storage.
D. Shared Mailbox: Shared mailboxes are designed for centralized access but cannot be directly assigned as voicemail targets in call queues without additional licensing or workarounds.
E. Administrative Unit: Administrative units are used for managing user and resource permissions across organizational units, not for storing voicemails.
Implementation Steps
To configure voicemail storage using a Microsoft 365 Group:
- Create or identify an existing Microsoft 365 Group.
- Add all HR call agents as members of the group.
- In the Teams Admin Center, navigate to Voice > Call Queues, select the HR call queue, and configure the timeout or overflow settings to redirect calls to voicemail.
- Assign the Microsoft 365 Group as the target for voicemail storage.
This setup ensures that all HR agents can access voicemails easily while leveraging the collaborative features of Microsoft 365 Groups. By selecting “C. a Microsoft 365 group,” you align with best practices for managing shared voicemails in Microsoft Teams, enhancing accessibility and collaboration among team members.
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