Business Phone Systems Call Management Features 2

Question 1

What is a conference bridge?

Accepted Answer

A service that allows multiple callers to join a single phone call simultaneously

Answer

A conference bridge is a server resource that connects multiple phone participants into a single audio call.

Question 2

What does 'do not disturb' (DND) mode do on a business phone?

Accepted Answer

Silences incoming calls and sends them directly to voicemail

Answer

DND mode prevents the phone from ringing and routes all incoming calls directly to voicemail until the mode is turned off.

Question 3

What is a call queue?

Accepted Answer

A holding area where callers wait until an agent becomes available, often with music or messages

Answer

A call queue holds incoming callers in line when all agents are busy, playing hold music and position announcements until an agent is free.

Question 4

What is busy call forwarding?

Accepted Answer

Redirects a call to another number when the dialed extension is already on a call

Answer

Busy call forwarding activates only when the called extension is already engaged on another call, redirecting the new caller elsewhere.

Question 5

What is a whisper announcement in a call center context?

Accepted Answer

A brief audio message played to the agent before the caller is connected, providing context about the call

Answer

A whisper announcement plays a short message in the agent's ear just before connection, such as which campaign or number the caller dialed.

Business Phone Systems Practice Test