Microsoft 365 Support Pro: Teams Meetings and Chat

What's inside

1. Level 1: Teams on One Page: What Users See and What Runs ItFree
   Learners map each part of Teams that users see (chat, teams and channels, meetings, calls, files, rooms) to the service that runs it: Entra ID, Exchange, SharePoint and OneDrive, the Teams service and the phone system. They also learn that this course is independent of Microsoft and that every screen and limit has to be checked against current, dated documentation.
2. Level 2: Who Can Do What: The Smallest Role for Each JobFree
   Learners match common support jobs to the smallest admin role that can do them: Teams Communications Support Specialist, Teams Communications Support Engineer, Teams Device Administrator, Teams Communications Administrator, Teams Administrator, and the team owner. They also see what each role cannot reach.
3. Level 3: Licences That Switch Features On
   Learners find out which licences and add-ons switch on core Teams, phone calling, audio conferencing, premium meeting features and meeting rooms. They also learn to check a user's assigned licences and service plans before blaming the client.
4. Level 4: A Read-Only Tour of the Teams Admin Centre
   Learners walk the Teams admin centre at admin.teams.microsoft.com without changing anything. They learn where users, teams, meetings, messaging, voice, devices, analytics and org-wide settings live, and which areas their role can open.
5. Level 5: How Teams Policies Work: Global, Custom and Precedence
   Learners understand how a policy reaches a user. They cover the org-wide Global (default) policy, custom policies, direct versus group assignment, group ranking and policy packages, and how these combine into the one effective policy that applies.
6. Level 6: Reading One User's Effective Policy and Escalating
   Learners use the admin centre user page and read-only PowerShell (Get-CsOnlineUser, Get-CsUserPolicyAssignment) to find the effective policy for one user. They then explain its effect and escalate a tenant-wide setting rather than change it.
7. Level 7: Managing Team Membership and Owners
   Learners check and change who is a member or owner of a team, from the Teams client and from the admin centre. They also learn how team membership relates to the underlying Microsoft 365 group and what happens when a team has no owner.
8. Level 8: Private and Shared Channels
   Learners set up and support private and shared channels. They learn how channel membership differs from team membership, who owns each channel, and where each channel's files live.
9. Level 9: Assigning Meeting Policies to Users and Groups
   Learners assign a custom meeting policy to one user or a group, after a read-only check of the current effective policy. They then confirm the change with the user, for example for recording, transcription, lobby or presenter options.
10. Level 10: Assigning Messaging and Calling Policies
    Learners assign existing messaging and calling policies to users. They cover editing and deleting messages, chat permissions, call forwarding and simultaneous ring permissions, and voicemail availability, choosing among policies that already exist rather than designing new ones.
11. Level 11: Enabling a Guest in a Team
    Learners add a guest to a team from start to finish. They cover the tenant guest access setting, the Entra ID collaboration settings that sit above it, the invitation, how the guest redeems it, and switching between tenants on the guest's side.
12. Level 12: Deploying the Teams Client
    Learners install the current Teams desktop client on Windows and macOS, for one user or for many machines. They cover the per-user and machine-wide install options and the prerequisites to check first.
13. Level 13: Keeping the Client Updated
    Learners understand how the Teams client updates itself. They cover update channels and policies, how to check which version a user is running against the current release, and how to plan updates that won't disrupt users.
14. Level 14: Assigning Phone Numbers to Users
    Learners give a licensed user a phone number using Calling Plans, Operator Connect or Direct Routing, from the support side. They cover checking the user's licence and usage location, assigning the number, and enabling Enterprise Voice.
15. Level 15: Setting Call Forwarding, Simultaneous Ring and Voicemail
    Learners set up call forwarding, simultaneous ring, delegates and voicemail for a user, from the user's own settings or from the admin centre. They also learn which calling policy settings allow or block each option.
16. Level 16: Setting Up a Teams Rooms Resource Account
    Learners create and license a resource account for a meeting room. They set its calendar processing so invitations are accepted automatically, and they check that the account is ready before the device signs in.
17. Level 17: Fault: Teams Won't Sign In
    Learners work through sign-in failures in the fixed fault pattern: symptom, likely causes in order, the check, the fix, how to confirm, and what to tell the user. Causes include account and licence state, Conditional Access and MFA, cached credentials, Web Account Manager, and network or proxy blocks.
18. Level 18: Fault: Corrupt Cache and a Misbehaving Client
    Learners spot symptoms that suggest corrupt local data, such as stale presence, blank tabs, crashes or wrong accounts. They then reset the Teams app or clear its cache folders safely on Windows and macOS.
19. Level 19: Fault: Install and Update Failures
    Learners troubleshoot a client that won't install, won't update or keeps an old version. They cover blocked app packages, missing prerequisites, conflicts with leftover older installs, and permission or policy blocks.
20. Level 20: Fault: Missing Teams, Channels or Chats
    Learners investigate a user who says a team, channel or chat has disappeared. They check, in order, membership, archived or deleted teams, hidden items, private channel membership, and retention or sync delays.
21. Level 21: Fault: Nobody Can Hear Me, or I Can't Hear Them
    Work through a meeting or call where the microphone or speaker fails: confirm the symptom, then check the likely causes in order (wrong device selected, OS privacy permission, muted hardware or headset firmware, a driver conflict), apply the fix, confirm it and tell the user what changed.
22. Level 22: Fault: Camera Missing, Black or Frozen
    Fix a camera that Teams cannot see, or that shows a black, frozen or wrongly oriented picture, by checking OS camera permissions, other apps holding the device, virtual camera software, drivers and the meeting policy that controls video.
23. Level 23: Fault: Choppy, Robotic or Echoing Audio
    Triage poor in-call quality from the user's side, using the in-meeting call health panel, a network check and the user's own setup (Wi-Fi, VPN, bandwidth hogs, speakerphone echo) to decide whether it is local or needs deeper analysis.
24. Level 24: Fault: Screen Sharing Fails or Shows Black
    Fix screen sharing that will not start, shows a black or frozen picture, leaves out system audio, or will not hand over control, covering macOS screen-recording permission, GPU and multi-monitor problems, protected content, and policy settings that limit sharing.
25. Level 25: Fault: User Cannot Join a Meeting
    Diagnose meeting join failures (link does nothing, join spins, wrong account, browser join blocked, conditional access prompts) by working out which identity and client the user is joining with and what the organiser's settings allow.
26. Level 26: Fault: Stuck in the Lobby, or Wrong Meeting Role
    Resolve lobby and role problems such as people left waiting with nobody able to admit them, external callers who always go to the lobby, and attendees who cannot present, by reading the meeting options alongside the organiser's meeting policy.
27. Level 27: Fault: Recording Won't Start or Can't Be Found
    Track down a recording that never started, or that finished but cannot be found, by checking recording policy, licensing and storage, where the file goes for meetings and channel meetings in OneDrive or SharePoint, and automatic expiry.
28. Level 28: Fault: Recording or Transcript Can't Be Opened
    Fix access to recordings and transcripts that exist but cannot be opened, or transcripts that are missing, by tracing file permissions and sharing settings, external and guest access, and the transcription policy and meeting settings.
29. Level 29: Fault: Guest Can't Be Added or Can't Redeem Invite
    Diagnose a guest who cannot be added to a team or cannot accept the invitation by checking the settings that must all allow it, in order: Teams guest access, Microsoft 365 group and SharePoint sharing, and Entra external collaboration and domain allow or block lists.
30. Level 30: Fault: Guest Lost Access or Sees Nothing
    Fix guests who sign in but see an empty team, the wrong tenant, missing channels or files, or who have suddenly lost access, by covering tenant switching, private and shared channel membership, guest permissions and access reviews or expiry.
31. Level 31: Fault: External Chat or Presence Not Working
    Resolve failed chat, calls or presence with people in other organisations by checking external access settings on both sides, domain allow and block lists, chat with unmanaged personal accounts, and the user-level external access policy.
32. Level 32: Fault: Shared Channel Access Across Organisations
    Diagnose people from another organisation who cannot be added to, or cannot open, a shared channel by tracing cross-tenant access settings for B2B direct connect on both tenants and the channel's own owner and membership settings.
33. Level 33: Fault: Phone Number Doesn't Ring
    Work through inbound calls that never reach a Teams user, checking in order the licence, number assignment and type, the user's call forwarding, do-not-disturb and simultaneous ring settings, and devices that are signed out.
34. Level 34: Fault: Dial-Out Fails or Wrong Caller ID
    Fix outbound calls that fail, reach the wrong number, or show the wrong or a hidden caller ID by reading the user's dial plan and normalisation, calling and voice routing policies, and caller ID policy.
35. Level 35: Fault: Voicemail Missing or Not Delivered
    Diagnose voicemail that never answers, greetings that won't save, or messages that never arrive by checking the user's call answering settings, voicemail policy, mailbox state and transcription settings.
36. Level 36: Fault: Call Queue Agent Gets No Calls
    Support call queues and auto attendants from the agent's and caller's side, covering agents who are not opted in, presence-based routing, conference mode, membership through groups or channels, and callers who reach the wrong option.
37. Level 37: Fault: Teams Room Won't Join or Shows Wrong Calendar
    Fix a Teams Rooms device that shows no meetings, the wrong meetings or no join button by checking the resource account's sign-in, licence and password state and the room mailbox's calendar processing, which strips or keeps join details.
38. Level 38: Fault: Meeting Room Can't Share, Hear or See
    Resolve meeting room faults with content sharing, HDMI input, proximity join and casting, and room cameras, microphones and displays, separating peripheral and firmware faults from configuration you can change.
39. Level 39: Tool: Call Analytics for One User's Call
    Use Call Analytics in the Teams admin centre to open a specific user's call or meeting, read the device, network and audio stream data, and decide whether the quality problem was on the user's side, the network or elsewhere.
40. Level 40: Tool: Call Quality Dashboard for Patterns
    Use the Call Quality Dashboard to see whether one user's complaint is part of a pattern across a site, network, device or time of day, and to turn that into evidence a network or third-line team can act on.
41. Level 41: Read-Only PowerShell for Teams Support
    Use the MicrosoftTeams PowerShell module to answer support questions faster and more completely than the admin centre, without changing anything.
42. Level 42: Service Health and Message Center Checks
    Before treating a fault as local, check the Microsoft 365 service health and Message center pages to rule a known incident or a planned change in or out.
43. Level 43: Where Support Stops: Escalation and Evidence
    Decide when a Teams fault goes beyond first and second line, then hand it to third line, the network team, the carrier or Microsoft with an evidence packet nobody has to ask about twice.
44. Level 44: Final Challenge: The Teams Ticket Queue Exam
    Work through a queue of realistic Teams tickets covering every part of the course. Triage each one, then resolve it or escalate it, and write a professional note for each.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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