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Free MS-721 practice test: 30 questions with answers

30 original questions for Collaboration Communications Systems Engineer, drawn from every topic area. Answer each one to see whether you got it right and why. No sign-up.

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MS-721 exam guide: topics, cost and format

All 30 MS-721 questions with answers

The same questions as the test above, grouped by exam topic. Open any question to see the answer and explanation.

Configure and manage phone numbers and calling (8 questions)

  1. Question 1

    An administrator must assign a phone number to a user so that the user can make and receive calls. Which two items are required besides the number?

    1. AA channel in the team and a display name for the group owner
    2. BA Teams Phone license and a calling policy assigned to the user
    3. CA meeting policy and a theme color for the Teams client app
    4. DA shared mailbox and a playlist for the music library
    Show answer and explanation
    Correct answer: B

    A Teams Phone licence and a calling policy enable calling for the user. Meeting policies, channels and mailboxes do not enable calling.

  2. Question 2

    A business wants to allow an executive's assistant to answer calls on behalf of the executive. Which feature supports this?

    1. ATurning off calls for the executive account and redirecting them to voicemail permanently
    2. BForwarding calls to a public voicemail greeting shared with external callers and vendors
    3. CSharing the executive's password with the assistant so they can sign in remotely
    4. DDelegation of calls with call delegation settings in the calling policy
    Show answer and explanation
    Correct answer: D

    Call delegation settings allow assistants to manage calls for a manager. Sharing passwords is unsafe, public voicemail is inappropriate, and turning off calls is not delegation.

  3. Question 3

    A user wants to place a caller on hold and retrieve the call from a different desk phone. Which feature supports this?

    1. APermanent hold with no retrieval
    2. BCall park with a park orbit
    3. CEnding the call and calling back
    4. DMuting the caller
    Show answer and explanation
    Correct answer: B

    Call park places a call in an orbit that any authorized phone can retrieve. Permanent hold has no retrieval, ending the call loses the caller, and muting does not transfer the call.

  4. Question 4

    A user wants calls to ring their mobile phone when they are away from their desk, with the Teams number still used. Which feature supports this?

    1. ARemoving the Teams number from the user profile now
    2. BChanging the user's display name and sign-in address in Entra ID
    3. CSimultaneous ringing to a second device or a call forwarding setting
    4. DAsking callers to dial a different number on a separate line
    Show answer and explanation
    Correct answer: C

    Simultaneous ringing and call forwarding route calls to other devices while keeping the Teams number. Name changes and removing the number do not route calls.

  5. Question 5

    An organization wants to restrict outbound international calls for a group of users. Which setting controls this?

    1. ACalling policy or PSTN usage that excludes international destinations for the group
    2. BA custom meeting background image uploaded to the Teams client and applied to video calls
    3. CA shared channel in a team where members can post files, apps, and replies with external guests
    4. DA call park orbit with a configured timeout and retrieval extension for every shared line
    Show answer and explanation
    Correct answer: A

    Calling policies and PSTN usages control which destinations users may call. Backgrounds, call park orbits and channels do not control outbound calls.

  6. Question 6

    A company needs an emergency calling address for each user location, so that emergency responders receive the correct address. Which feature provides this?

    1. AEmergency addresses configured in the admin center and linked to locations or network subnets
    2. BAsking users to say their full street address aloud at the start of each call
    3. CAn email signature with the office address, updated quarterly by the facilities team
    4. DTurning off emergency calling for users on the corporate network and guest Wi-Fi
    Show answer and explanation
    Correct answer: A

    Emergency addresses linked to locations or subnets send accurate locations to responders. Email signatures, verbal addresses and disabling emergency calling are unsafe and non-compliant.

  7. Question 7

    Users at a remote site need to call internal colleagues over a dial-in number for a conference. Which feature provides the phone conference access?

    1. ADial-in conference numbers assigned through the conferencing policy
    2. BA wallpaper image applied to the Teams meeting window for the remote site staff
    3. CA channel post announcing the dial-in number to members
    4. DA personal mobile number for everyone in the regional sales team
    Show answer and explanation
    Correct answer: A

    Dial-in conference numbers are assigned through conferencing policies to provide phone access. Personal numbers, channel posts and wallpapers do not provide conference dial-in.

  8. Question 8

    A company wants to prevent call spoofing by ensuring that outbound calls display only numbers the company owns. Which practice applies?

    1. ALet users type a caller ID of their choice in the Teams client settings panel
    2. BRemove caller ID entirely for calls to external destinations and mobile numbers
    3. CConfigure caller ID policies so that only owned numbers are presented
    4. DAllow an unverified number to be displayed as the caller ID for outbound calls
    Show answer and explanation
    Correct answer: C

    Caller ID policies restrict presented numbers to owned ones, reducing spoofing. Allowing any number, removing caller ID and user-typed IDs increase risk.

Troubleshoot and monitor voice (8 questions)

  1. Question 9

    Users on one VPN report poor audio on calls, while users on the office network do not. Which tool identifies per-call network metrics for the affected calls?

    1. AThe Teams organization chart and roster
    2. BA wallpaper preview gallery in the client
    3. CThe printer status page on the network
    4. DCall Analytics and the Call Quality Dashboard
    Show answer and explanation
    Correct answer: D

    Call Analytics and the Call Quality Dashboard show per-call network metrics such as jitter and packet loss. Wallpapers, printer pages and org charts do not measure call quality.

  2. Question 10

    Which THREE are typical checks when investigating poor call quality? (Choose three.)

    1. ANetwork jitter and packet loss metrics for the affected calls
    2. BThe name of the team that owns the call queue
    3. CThe colour of the desk phone
    4. DAvailable bandwidth on the site's internet link
    5. EQoS markings applied to voice traffic
    Show answer and explanation
    Correct answer: A, D, E

    Jitter, packet loss, bandwidth and QoS markings directly affect voice quality. Phone colour and team names do not.

  3. Question 11

    A help desk reports that a user cannot make outbound calls, but inbound calls work. Which first check is most appropriate?

    1. AVerify the user's calling policy, PSTN usage, and that the user has a Calling Plan or number for outbound calls
    2. BCheck the user's meeting history for recent calls and scheduled online meetings in Teams
    3. CVerify the user's chat emoji reactions, status message and custom chat theme settings in the client
    4. DRestart the user's desktop theme and the Teams client cache on the laptop, then sign back in
    Show answer and explanation
    Correct answer: A

    Outbound calls depend on calling policy, PSTN usage and an outbound-capable plan or number. Themes, meeting history and emoji do not affect outbound calls.

  4. Question 12

    Calls from one site to a specific country fail with a routing error. Which configuration should be reviewed first?

    1. AThe user's profile photo and the status message shown in Teams presence
    2. BThe organization's logo and the tenant's brand colours
    3. CThe team's channel list and the files stored in each channel's folder
    4. DVoice routes and PSTN usages that include the destination country
    Show answer and explanation
    Correct answer: D

    Voice routes and PSTN usages determine destination routing, and missing country routes cause failures. Profile photos, channels and logos are unrelated.

  5. Question 13

    A call is dropped in the middle of a conversation for users on a specific network. Which report helps identify the cause?

    1. ACall Analytics for the affected call showing network and disconnect reasons
    2. BThe team's file list stored in the SharePoint document library with version history
    3. CThe user's calendar and free-busy schedule for meetings booked online over the past week
    4. DA channel post count and reply total for the Teams channel over the past two weeks
    Show answer and explanation
    Correct answer: A

    Call Analytics shows disconnect reasons and network metrics for the call. File lists, calendars and post counts do not explain dropped calls.

  6. Question 14

    A monitoring team wants to be alerted when the voice service's quality drops for a site. Which approach provides proactive monitoring?

    1. ASet up quality reports and alerts for call quality metrics by site
    2. BWait for users to complain about poor audio quality
    3. CDisable quality measurement collection in Teams for every site to reduce load
    4. DCheck the call quality reports once a year during the annual audit cycle
    Show answer and explanation
    Correct answer: A

    Quality reports and alerts by site give proactive monitoring. Waiting for complaints, annual checks and disabling measurement are reactive or blind.

  7. Question 15

    A company must verify that its emergency calling addresses are correct for each office after a building move. Which practice applies?

    1. AUpdate emergency addresses and location mappings and validate them after the move
    2. BRemove emergency addresses from the system to avoid validation failures
    3. CAsk users to remember the new address and mention it when they call
    4. DAssume the addresses are unchanged because the office floors were not moved
    Show answer and explanation
    Correct answer: A

    Updating and validating emergency addresses after moves keeps responder information accurate. Assumptions, removal and relying on memory create compliance and safety risks.

  8. Question 16

    A call queue shows a long average wait time. The manager wants to find the cause in the queue data. Which measure should be reviewed first?

    1. AThe queue's logo and the colour scheme shown on the agent dashboard
    2. BAgent availability and the number of calls handled per agent during the period
    3. CThe number of channels in the team and the number of members in each channel this week
    4. DThe team's name length and the number of characters in its tags
    Show answer and explanation
    Correct answer: B

    Agent availability and handled-call volume explain wait times. Logos, name lengths and channel counts do not affect queue performance.

Plan and deploy calling (7 questions)

  1. Question 17

    An organization wants to move from an on-premises PBX to Teams Phone and keep its existing phone numbers. Which process should be used?

    1. AForward every incoming call to a personal mobile phone using call forwarding, and keep the old PBX running
    2. BPort the existing numbers to Microsoft, using a porting order with the current carrier
    3. CBuy new numbers for every user from a new carrier and ignore the old ones, which can be deleted
    4. DKeep the on-premises PBX indefinitely for calling and add Teams for chat, with numbers kept
    Show answer and explanation
    Correct answer: B

    Number porting moves existing numbers to Teams calling with a porting order. Buying new numbers, keeping the PBX indefinitely and call forwarding do not complete the migration correctly.

  2. Question 18

    An enterprise is planning calling for many sites and must decide how calls leave the cloud to reach the public telephone network. Which option is Microsoft's cloud calling service that provides this connectivity?

    1. AMicrosoft Calling Plans for domestic PSTN connectivity
    2. BEmail gateways and SMTP relay connectors for mail
    3. CA personal Skype consumer account for every user
    4. DA USB cellular modem plugged into each desk phone
    Show answer and explanation
    Correct answer: A

    Calling Plans provide PSTN connectivity directly from Microsoft in supported regions. Personal accounts, email gateways and USB modems do not provide PSTN connectivity.

  3. Question 19

    A company uses Direct Routing to connect Teams to its existing carrier through session border controllers. Which element must be configured for each Teams user to make calls through this path?

    1. AAn auto-attendant greeting with a recorded prompt and a menu of options for callers
    2. BA voice routing policy and an online PSTN usage that routes calls to the session border controller
    3. CA mouse pointer speed setting in the Windows accessibility control panel on the client device
    4. DA meeting background image uploaded to the Teams client and applied to video
    Show answer and explanation
    Correct answer: B

    Direct Routing requires voice routing policies and PSTN usages that send calls to the SBC. Mouse settings, greetings and backgrounds do not route PSTN calls.

  4. Question 20

    A company needs to ensure that calls from a site with limited bandwidth do not degrade voice quality. Which network design element is most important?

    1. AQuality of Service and bandwidth planning for voice traffic at the site
    2. BRemoving the site's network entirely and relying on mobile data
    3. CUsing dial-up connections over a shared analog line with no QoS markings
    4. DIncreasing the number of users on the site by adding desks
    Show answer and explanation
    Correct answer: A

    QoS and bandwidth planning protect voice traffic on constrained links. More users, no network and dial-up worsen voice quality.

  5. Question 21

    A network engineer must verify that a site's network can support Teams calling before go-live. Which tool is designed for this?

    1. AThe Teams wallpaper preview and gallery
    2. BA printer test page from the device panel
    3. CA word processor for drafting memos and notes
    4. DNetwork Planner and the call quality test tools
    Show answer and explanation
    Correct answer: D

    Network Planner and call quality test tools assess bandwidth and readiness for Teams calling. Word processors, printer pages and wallpapers do not test networks.

  6. Question 22

    An organization in a region without Calling Plans wants Microsoft-managed PSTN connectivity through a local carrier. Which option supports this?

    1. AEmail to voice messages sent as audio files
    2. BCalling Plans available in every region by default
    3. CPersonal mobile phones with a consumer SIM plan
    4. DOperator Connect with a supported carrier
    Show answer and explanation
    Correct answer: D

    Operator Connect connects Teams to supported local carriers where Calling Plans are unavailable. Calling Plans may not be available there, and email and personal phones are unrelated.

  7. Question 23

    Which TWO are requirements for Teams calling with Calling Plans? (Choose two.)

    1. AEmail to voice enabled for all users
    2. BA Teams Phone or Phone System licence for the user
    3. CA Calling Plan or phone number assigned to the user
    4. DA traditional PBX that must remain active
    5. EA public IP address for every desk phone
    Show answer and explanation
    Correct answer: B, C

    A licence and an assigned Calling Plan or number are needed for calling. Public IPs per phone, an active PBX and email-to-voice are not requirements.

Configure call queues and auto attendants (7 questions)

  1. Question 24

    A company wants callers to hear a menu that routes them to sales or support based on their key presses. Which Teams feature provides this?

    1. AAn auto attendant with menu options that route to call queues or users
    2. BA shared mailbox with a forwarding rule for inbound messages
    3. CA call queue with no menu and a single agent group for calls
    4. DA meeting invitation sent to the callers with a dial-in number
    Show answer and explanation
    Correct answer: A

    An auto attendant presents a menu and routes callers by key presses to queues or users. A call queue without menu, shared mailboxes and invitations do not provide menu routing.

  2. Question 25

    A support team wants incoming calls distributed to agents who are available, with a maximum wait time before callers are routed to voicemail. Which feature supports this?

    1. AA meeting room with a video conferencing device and room calendar
    2. BHolding the calls on hold indefinitely with music that repeats hourly
    3. CA call queue with agents, routing method, and timeout settings
    4. DAn auto attendant with no agents and a greeting that repeats the menu options
    Show answer and explanation
    Correct answer: C

    Call queues distribute calls to agents with routing methods and timeouts. Auto attendants alone do not distribute to agents, indefinite holds are poor service, and meeting rooms are unrelated.

  3. Question 26

    A call queue must route calls to the agents who are logged in and available, rather than sequentially to a fixed list. Which routing method achieves this?

    1. ARandom phone numbers assigned from a pool of unused extensions each day
    2. BA shared calendar that lists agent shift times and breaks
    3. CAttendant routing or call routing set to the available agents option
    4. DThe first agent in the list, with the list order fixed at setup for every call
    Show answer and explanation
    Correct answer: C

    Routing methods such as attendant or call routing options choose available agents. A fixed first agent and random numbers do not balance calls, and calendars do not route calls.

  4. Question 27

    A company wants calls received after business hours to be routed to an after-hours greeting and voicemail. Which feature supports this schedule?

    1. AManual changes to the greeting and routing rules by an administrator each evening after close
    2. BCalls disconnected automatically after the greeting ends without a voicemail option configured
    3. CCalls routed to a random extension chosen from the phone book after hours each night at midnight
    4. DBusiness hours schedules with call handling for after-hours in the auto attendant
    Show answer and explanation
    Correct answer: D

    Business hours schedules and after-hours call flows route calls based on time. Manual evening changes, disconnects and random routing are unreliable or incorrect.

  5. Question 28

    A call queue must have a fallback when no agents are available. Which setting enables this?

    1. AKeeping the caller in an endless queue with looping hold music that repeats indefinitely with no callback
    2. BRouting to a random user from the directory whenever the queue is full
    3. COverflow or timeout action that routes the call to voicemail or another destination
    4. DEnding the call immediately with no message or prompt played to the caller by the system
    Show answer and explanation
    Correct answer: C

    Overflow and timeout actions route calls to voicemail or alternatives. Ending calls without a message, endless queues and random routing are poor experiences.

  6. Question 29

    A company wants a calls team to receive calls during a specific event, with a greeting that changes based on the day. Which feature allows changing greetings by schedule?

    1. ANo greetings at all
    2. BHoliday or scheduled greetings in the auto attendant
    3. CA single static greeting that never changes
    4. DManually recording a new greeting every day in a meeting
    Show answer and explanation
    Correct answer: B

    Scheduled greetings let the auto attendant change messages by date or schedule. Static greetings, manual meetings and no greeting do not meet the requirement.

  7. Question 30

    Which TWO are valid ways for callers to reach a call queue? (Choose two.)

    1. ACalling the shared mailbox address
    2. BPosting a message in a Teams channel
    3. CDialing the phone number assigned to the call queue's resource account
    4. DBeing routed to the queue from an auto attendant menu option
    5. EJoining a meeting that the queue hosts
    Show answer and explanation
    Correct answer: C, D

    Queues are reached through their resource account number or an auto attendant option. Mailboxes, channel posts and meetings do not route calls to queues.