Microsoft MS-720 Practice Test Questions, Microsoft MS-720 Exam Practice Test Questions

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Certified Teams Voice Engineer – Microsoft 365 Expert (MS-720)

Microsoft Teams Voice Engineering is a specialized area within Microsoft 365 focused on integrating enterprise telephony into the Teams collaboration platform. It merges traditional telephony concepts with cloud-based communication technologies, requiring expertise in both voice infrastructure and Microsoft services. The primary objective is to deliver a unified communication experience that combines chat, meetings, and voice within a single interface. Teams Voice Engineers are responsible for designing, deploying, configuring, and maintaining telephony solutions, including Direct Routing, Teams Calling Plans, and Operator Connect.

Microsoft Teams Phone Architecture

Understanding the architecture of Microsoft Teams Phone is crucial. Unlike traditional PBX systems, Teams Phone operates through Microsoft’s global cloud network to handle call routing, media traffic, and presence information. Engineers must be familiar with how Microsoft manages signaling, media streams, and call routing between users and external phone networks. A deep understanding of this architecture is essential for optimizing performance, ensuring reliability, and troubleshooting issues effectively in a cloud-based telephony environment.

PSTN Connectivity Options

Teams Voice integrates with the Public Switched Telephone Network (PSTN) through several methods. Direct Routing allows organizations to connect their own Session Border Controllers to Teams, offering flexibility in carrier selection and call routing. Operator Connect simplifies the process by letting certified providers manage the SBC and PSTN integration. Microsoft Calling Plans provide a fully managed PSTN service directly through Microsoft, offering convenience but with less customization. Each method has advantages and limitations, and a Teams Voice Engineer must evaluate which approach best fits organizational requirements.

Managing Teams-Certified Devices

Device management is a critical aspect of Teams Voice. Microsoft provides a range of certified devices, including desk phones, headsets, conference room equipment, and collaboration bars. Engineers must configure and manage these devices, ensuring firmware updates, compatibility, and performance. Proper management improves user experience, reduces technical support incidents, and ensures consistent call quality. Device oversight also involves monitoring usage patterns, troubleshooting device-related issues, and ensuring compliance with organizational security policies.

Optimizing Network Performance for Voice

Voice traffic is sensitive to latency, jitter, and packet loss, making network optimization essential. Teams Voice Engineers assess bandwidth requirements, prioritize voice traffic using Quality of Service (QoS), and configure network policies to maintain call quality. They must have a strong understanding of networking principles, including routing, VLANs, VPNs, and firewall configurations. Continuous network monitoring and proactive troubleshooting are required to ensure reliable voice performance, particularly in environments with high call volume or remote users.

Security and Compliance in Teams Voice

Securing voice communications and meeting compliance requirements are vital responsibilities. Teams offers features such as call recording, data retention, and policy-based access controls. Engineers must configure these features to comply with industry regulations while maintaining operational efficiency. Integrating voice security with identity management, multi-factor authentication, and conditional access policies ensures that only authorized users can make and receive calls, reducing the risk of fraud or data breaches.

Monitoring and Troubleshooting

Monitoring and troubleshooting are key components of operational management. Teams Voice Engineers utilize tools like Call Analytics, Call Quality Dashboard, and real-time monitoring to identify and resolve issues. Troubleshooting involves analyzing call failures, understanding error codes, and performing root cause investigations. Collaboration with IT teams, telephony providers, and end users is often required. Maintaining detailed documentation of configurations and known issues helps streamline problem resolution and improve system reliability.

Integration with Other Microsoft 365 Services

Teams Voice does not operate in isolation; it relies on integration with identity, licensing, security, and compliance services within Microsoft 365. Engineers need to understand how Azure Active Directory manages users, how licenses enable specific features, and how security policies impact call routing and device management. Effective integration ensures a seamless user experience, reduces administrative effort, and maximizes the overall value of Microsoft 365 investment.

Migration and Change Management

Many organizations transition from legacy telephony systems to Teams Phone incrementally. Engineers must plan hybrid environments, manage user adoption, and ensure uninterrupted service during migration. This includes evaluating existing call flows, porting numbers, and maintaining compliance. Communication with stakeholders and training for end users are as important as technical implementation to ensure a smooth transition.

Continuous Learning and Updates

Microsoft Teams is continuously updated with new features, security improvements, and integrations. Engineers must stay informed of these updates, test new functionalities in controlled environments, and plan production deployment carefully. Continuous learning is essential to maintain expertise, optimize system performance, and provide guidance on leveraging Teams Voice to meet evolving business needs.

Overview of the MS-720 Exam

The MS-720 exam is designed to validate the skills and expertise of professionals in implementing and managing Microsoft Teams Phone environments. It assesses the ability to plan, configure, manage, and troubleshoot enterprise voice solutions in Microsoft Teams. Candidates are expected to demonstrate a comprehensive understanding of Teams Phone infrastructure, PSTN connectivity options, device management, network optimization, and integration with Microsoft 365 services. Success in this exam proves that the candidate can operate effectively as a Teams Voice Engineer in real-world organizational environments.

Exam Objectives and Domains

The MS-720 exam evaluates knowledge across several domains. Each domain is weighted based on its importance and complexity. The primary domains include:

Plan and Configure Microsoft Teams Phone: Candidates must understand Teams Phone architecture, deployment strategies, and user setup. This includes planning phone numbers, emergency calling, and user voice policies.

Optimize Network Performance: This domain focuses on network readiness for voice traffic. Candidates must understand how to assess bandwidth requirements, configure QoS, and optimize network paths to ensure high call quality.

Plan and Configure Direct Routing: Direct Routing involves connecting on-premises Session Border Controllers to Teams. Candidates should be able to plan, deploy, and manage Direct Routing, configure trunk routing, and troubleshoot connection issues.

Configure and Manage Microsoft Teams Phone for Voice Users: Engineers must configure user accounts, assign licenses, and manage calling features. This domain also covers voicemail, call forwarding, delegation, and call queues.

Plan and Configure Teams Clients and Devices: This area emphasizes the setup and management of Teams-certified devices, including desk phones, headsets, meeting room devices, and collaboration bars. Candidates must also handle firmware updates and device policies.

Monitor and Troubleshoot Microsoft Teams Phone: Candidates must demonstrate the ability to monitor call quality, identify and resolve issues using Call Analytics and the Call Quality Dashboard, and implement best practices to prevent recurring problems.

Skills Measured

The exam measures both technical and strategic skills. Candidates are expected to demonstrate the ability to:

Design and implement Teams Phone solutions that meet business requirements
Integrate PSTN connectivity using Calling Plans, Direct Routing, or Operator Connect.
Deploy and configure Teams Phone features for users and groups.
Manage Teams-certified devices and ensure optimal performance.
Troubleshoot network and call quality issues
Collaborate with other IT teams and external providers to enable voice solutions.
Ensure compliance, security, and governance within Teams Phone environments.

Exam Format and Delivery

MS-720 is typically delivered as a computer-based exam in authorized testing centers or through online proctoring. It consists of multiple-choice questions, case studies, scenario-based questions, and practical exercises. Candidates are expected to analyze real-world problems and provide solutions that align with Microsoft's best practices. The exam duration usually spans two to three hours, depending on the number of questions and interactive content.

The scoring model is designed to assess both breadth and depth of knowledge. Microsoft assigns a weighted score to each domain based on its complexity and importance. Passing the exam demonstrates that the candidate has the skills to implement and manage enterprise voice solutions successfully.

Prerequisites for the MS-720 Exam

Before attempting the MS-720 exam, candidates should have prior experience with Microsoft Teams administration. Knowledge of managing chat, channels, meetings, and collaboration apps is essential. Familiarity with Microsoft 365 licensing, identity management, security policies, and compliance features is also required. Hands-on experience in configuring Teams Phone, integrating with PSTN, and troubleshooting call quality issues will significantly improve exam readiness.

Candidates are also expected to hold the Microsoft 365 Certified: Teams Administrator Associate certification, which validates foundational skills in administering Teams environments.

Preparation Strategies

Effective preparation for the MS-720 exam involves both theoretical learning and practical hands-on experience. Candidates should study the core modules, including planning, deployment, device management, network optimization, and monitoring. Creating lab environments to simulate real-world deployments helps reinforce learning and develop troubleshooting skills.

Analyzing case studies and working through scenario-based exercises ensures readiness for practical questions on the exam. Continuous review of Microsoft documentation, understanding updates to Teams Phone features, and practicing with exam-specific practice tests can further enhance preparedness.

Time management during the exam is crucial. Candidates should allocate sufficient time to read each scenario carefully, identify key requirements, and choose the most appropriate solution based on best practices and real-world experience.

Post-Exam Certification

Upon passing the MS-720 exam, candidates earn the Microsoft 365 Certified: Teams Voice Engineer Expert certification. This credential signifies expertise in designing, implementing, and managing Microsoft Teams Phone solutions. To maintain certification, professionals should stay updated on platform changes, new features, and emerging best practices.

Achieving this certification demonstrates to organizations that the holder is capable of managing enterprise voice solutions, optimizing performance, ensuring compliance, and providing a high-quality user experience. It validates both technical and strategic skills required for advanced Microsoft Teams Phone deployments.

Planning Microsoft Teams Phone

Effective planning is the foundation of a successful Microsoft Teams Phone deployment. This process begins with assessing organizational requirements, including the number of users, geographic locations, call volume, and integration needs with existing telephony systems. Engineers must evaluate current infrastructure, including legacy PBX systems, network capacity, and security policies, to determine the most suitable deployment model. Planning also involves understanding user scenarios, such as remote work, call centers, and conference room usage, to ensure the solution meets diverse communication needs.

Number assignment and emergency calling are critical elements of planning. Teams Phone requires proper configuration of telephone numbers, including direct inward dialing (DID), extensions, and emergency numbers for regulatory compliance. Engineers must ensure that emergency calling is mapped correctly to physical locations, accounting for hybrid or remote users. This step is essential for safety, legal compliance, and overall system reliability.

User voice policies and feature settings are another aspect of planning. Teams allows granular control over call handling, delegation, call forwarding, voicemail, and simultaneous ringing. Establishing these policies in advance ensures consistent behavior across the organization and reduces administrative overhead during deployment. Policies can be tailored to user roles, departments, or regions, enabling a flexible and secure voice environment.

Configuring Microsoft Teams Phone

Configuring Teams Phone begins with license assignment and feature enablement. Each user must have the appropriate Microsoft 365 license to access Teams Phone functionality. Engineers must configure voice routing policies, dial plans, and emergency locations to align with organizational requirements. This step ensures that calls are correctly routed, users have access to necessary features, and compliance is maintained.

Direct Routing setup is a key component of the configuration. Engineers connect on-premises Session Border Controllers (SBCs) to Teams to enable PSTN connectivity. This process involves verifying network connectivity, configuring trunk settings, and ensuring secure communication between the SBC and Microsoft’s cloud services. Direct Routing provides flexibility in choosing carriers and customizing call routing, making it ideal for large or complex organizations.

Operator Connect and Microsoft Calling Plans offer alternative PSTN integration methods. Operator Connect simplifies deployment by allowing certified providers to manage PSTN connections, while Microsoft Calling Plans provide a fully managed service. Engineers must select the method that best fits business requirements, considering cost, flexibility, and administrative complexity. Configuration includes enabling the service for users, assigning numbers, and testing call flows to verify functionality.

Managing Teams-Certified Devices

Device configuration is a critical aspect of Teams Phone deployment. Engineers must manage a variety of devices, including desk phones, headsets, conference room equipment, and collaboration bars. Proper configuration involves registering devices to the Teams environment, updating firmware, and applying device policies to enforce settings consistently. Monitoring device health and usage patterns ensures reliability and helps identify potential issues before they impact users.

Collaboration room devices require special attention. Engineers must configure meeting rooms for seamless video and audio experiences, integrating with Teams meetings and calendar services. This involves optimizing network settings, verifying device functionality, and ensuring compatibility with Teams features such as screen sharing, recording, and remote management.

Voicemail and call routing settings are also part of device management. Users should be able to access voicemail through Teams or compatible devices, and call queues or auto attendants must be configured for efficient call handling. Proper configuration enhances productivity, user satisfaction, and reduces administrative support overhead.

Network Considerations for Teams Phone

Network readiness is essential for high-quality voice and video communication. Engineers must assess bandwidth availability, network latency, jitter, and packet loss to ensure calls are clear and uninterrupted. Implementing Quality of Service (QoS) prioritizes voice traffic over less sensitive data, reducing the risk of call degradation in busy network environments.

Firewall and routing configurations are critical for maintaining secure and reliable connections between Teams clients, devices, and Microsoft’s cloud infrastructure. Engineers must identify required ports, protocols, and IP ranges, and configure policies to allow traffic while preventing unauthorized access. Network monitoring tools should be deployed to continuously assess performance, identify bottlenecks, and troubleshoot issues proactively.

Testing and Validation

Before completing deployment, testing and validation are necessary to ensure the system functions as intended. Engineers should perform test calls, validate emergency calling, and verify call quality across different user scenarios. Device functionality, voicemail, call forwarding, and delegation should be checked to confirm that policies are correctly applied.

Validation also includes end-to-end testing of PSTN connectivity, including Direct Routing, Operator Connect, or Calling Plans. Any errors or misconfigurations must be identified and resolved before full rollout. Continuous monitoring during the initial deployment phase helps detect issues early and ensures a smooth transition for end users.

Collaboration with IT Teams and Providers

Deploying Teams Phone involves collaboration across multiple teams and stakeholders. Engineers must work with network administrators, security teams, identity managers, and external telephony providers to ensure all components integrate seamlessly. Coordination ensures that policies, configurations, and troubleshooting efforts are aligned, minimizing disruptions and maintaining high-quality service.

Effective documentation of configurations, policies, and known issues is essential for ongoing support. Sharing this information with IT teams and support staff ensures continuity of operations and provides a reference for troubleshooting future issues. Collaboration also includes training administrators and end users on features, policies, and best practices for Teams Phone.

Monitoring Microsoft Teams Phone

Monitoring is a critical component of maintaining a healthy Teams Phone environment. Engineers must continuously observe system performance, call quality, and user experience to detect and address issues proactively. Tools such as Call Analytics and the Call Quality Dashboard provide detailed insights into call setup failures, dropped calls, network performance, and device-related problems. Monitoring ensures that voice services operate smoothly, and it allows engineers to identify patterns that may indicate underlying infrastructure or configuration issues.

Network monitoring plays a central role in ensuring consistent call quality. Metrics such as latency, jitter, and packet loss must be tracked, particularly in hybrid or distributed environments. Engineers analyze these metrics to determine whether calls are being impacted by network congestion, improper QoS settings, or routing misconfigurations. Proactive monitoring also involves checking firewall and SBC connectivity, ensuring that all endpoints can communicate reliably with Microsoft’s cloud services.

Monitoring also extends to user activity and feature usage. Teams Voice Engineers should track how users interact with calling features, voicemail, call queues, and delegation options. This data helps identify training needs, optimize policies, and ensure the organization is maximizing its investment in Teams Phone. It also assists in forecasting capacity requirements for future growth, such as adding more users or integrating new collaboration devices.

Troubleshooting Microsoft Teams Phone

Troubleshooting is a structured process that combines technical knowledge, analytical skills, and systematic investigation. Engineers must diagnose issues ranging from individual user problems to enterprise-wide failures. Common issues include poor call quality, dropped calls, failed PSTN connections, device malfunctions, and policy misconfigurations. Effective troubleshooting requires understanding the relationships between Teams clients, devices, network infrastructure, and external telephony services.

Call Analytics and the Call Quality Dashboard are essential tools for troubleshooting. They provide information on call setup time, media quality, device type, network path, and error codes. Engineers use this data to pinpoint whether the problem originates from the user’s device, local network, organizational configuration, or the service provider. Troubleshooting also involves collaboration with network administrators, device managers, and telephony providers to resolve complex issues quickly.

Advanced troubleshooting techniques include packet capture analysis, monitoring SBC logs, and reviewing Teams telemetry data. Engineers may need to simulate problem scenarios in test environments to replicate issues and validate solutions. Documentation of these troubleshooting processes is crucial, as it creates a knowledge base for resolving similar issues in the future and reduces response times.

Maintaining Teams Phone Environments

Maintaining a Teams Phone environment involves regular updates, proactive monitoring, and configuration reviews. Engineers must ensure that Teams clients, devices, and SBCs are updated with the latest firmware and software patches. Keeping the environment current prevents security vulnerabilities, improves performance, and enables new features. Maintenance schedules should be planned to minimize disruption, with testing in non-production environments before rolling out changes.

Policy and configuration reviews are another key maintenance task. Engineers should periodically audit voice routing policies, dial plans, emergency locations, and device settings to ensure they still meet organizational needs. Changes in organizational structure, user roles, or regulatory requirements may necessitate updates to these configurations. Regular review helps maintain compliance, optimize user experience, and prevent misconfigurations from affecting call quality.

Ongoing performance optimization is essential for large-scale deployments. Engineers analyze historical call quality data, network usage patterns, and device performance metrics to identify areas for improvement. Adjustments to bandwidth allocation, QoS settings, or routing strategies can enhance performance and reduce issues. Continuous optimization ensures that Teams Phone remains reliable, scalable, and aligned with evolving business requirements.

Reporting and Analytics

Reporting is an integral part of Teams Phone management. Engineers generate reports on call quality, user activity, device performance, and system reliability. These reports help IT management make informed decisions regarding capacity planning, feature adoption, and service improvements. Detailed analytics also support compliance reporting, demonstrating that emergency calling, call recording, and data retention requirements are met.

Advanced analytics allow engineers to identify trends, such as increased call failures at specific times, regional connectivity issues, or device-related problems. By analyzing this data, engineers can implement targeted solutions, adjust policies, or collaborate with network and telephony providers to resolve systemic issues. Reporting also provides transparency to stakeholders, highlighting the value of Teams Phone and guiding future investment decisions.

Collaboration for Continuous Improvement

Maintaining Teams Phone is not a solitary task. Engineers must collaborate with cross-functional teams, including network administrators, security personnel, compliance officers, and telephony providers. Effective collaboration ensures that updates, troubleshooting, and optimizations are coordinated and aligned with organizational goals. Engineers also provide guidance and training to IT support staff and end users to ensure smooth operations and adoption of Teams Phone features.

Documentation of maintenance processes, troubleshooting steps, and configuration changes is crucial for continuous improvement. It allows teams to replicate successful practices, learn from past issues, and maintain a consistent service quality. Collaboration, documentation, and proactive management together ensure that Teams Phone remains a reliable, secure, and high-performance communication platform.

Preparing for Further Changes

The landscape of Microsoft Teams Phone evolves rapidly, with new features, updates, and integration options introduced regularly. Engineers must stay informed about platform changes, emerging best practices, and updates to compliance or security requirements. Preparing for future changes involves testing new functionalities in controlled environments, planning phased rollouts, and communicating updates to stakeholders and end users.

Anticipating organizational growth or changes in communication needs is also part of preparation. Engineers may need to scale the environment, integrate new devices, or support new remote work scenarios. Proactive planning and monitoring ensure that Teams Phone remains flexible, resilient, and capable of supporting evolving business strategies.

Final Thoughts 

Microsoft Teams Voice Engineering represents a convergence of traditional telephony and modern cloud-based collaboration, requiring professionals to possess both technical expertise and strategic understanding. The MS-720 exam validates these capabilities, testing candidates on planning, configuring, managing, and troubleshooting Microsoft Teams Phone solutions. Success in this field requires a deep comprehension of voice infrastructure, network optimization, PSTN connectivity, device management, security, and compliance considerations.

The role of a Teams Voice Engineer goes beyond simply configuring systems. It involves designing solutions that align with business needs, ensuring reliability and high-quality user experiences, and collaborating effectively with IT teams, telephony providers, and organizational stakeholders. A strong foundation in Microsoft 365 services, combined with hands-on experience in Teams Phone environments, enables engineers to implement robust communication solutions that support remote work, hybrid scenarios, and enterprise-wide collaboration.

Preparation for the MS-720 exam should be comprehensive, combining theoretical knowledge with practical labs and real-world scenarios. Understanding each exam domain—ranging from network optimization to Direct Routing, device management, and monitoring—is essential. Regular practice with Microsoft tools, hands-on configuration exercises, and scenario-based troubleshooting builds the confidence and skills needed to succeed both in the exam and in operational environments.

Ongoing learning and adaptation are integral to this field. Microsoft continually updates Teams with new features, security enhancements, and integrations, and engineers must stay current to maintain system performance and compliance. Monitoring, troubleshooting, and continuous improvement are ongoing responsibilities that ensure Teams Phone remains resilient, scalable, and aligned with evolving organizational needs.

Ultimately, mastering Microsoft Teams Voice Engineering is not just about passing an exam—it is about enabling organizations to communicate seamlessly and securely in a complex, modern enterprise environment. Achieving certification demonstrates a high level of competence and positions professionals as trusted experts capable of leading enterprise voice initiatives, optimizing collaboration, and delivering measurable value to their organizations.

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