Mixed Deck — All Business Phone Systems Topics Flashcards
100 cards from real Business Phone Systems practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 20 Mixed Deck — All Business Phone Systems Topics flashcards as text
What is skill-based routing in a call center phone system?
Answer: Routes incoming calls to agents based on their specific skills or expertise that best match the caller's need
Skill-based routing matches callers to agents with the specific knowledge or language ability required to resolve their issue.
What is a night mode or after-hours schedule in a phone system?
Answer: A time-based routing rule that changes how calls are handled outside of business hours
Night mode automatically switches call routing to after-hours greetings, voicemail, or on-call numbers based on a configured time schedule.
What is extension-to-extension dialing?
Answer: The ability for employees to call each other using short internal numbers without consuming external phone lines
Extension-to-extension calls route entirely within the PBX, using no external lines and incurring no carrier charges.
Which protocol is most commonly used for signaling in VoIP systems?
Answer: SIP
SIP (Session Initiation Protocol) is the most widely used signaling protocol for establishing and terminating VoIP calls.
What is a conference bridge?
Answer: A service that allows multiple callers to join a single phone call simultaneously
A conference bridge is a server resource that connects multiple phone participants into a single audio call.
What is SRTP used for in VoIP?
Answer: Encrypting voice media streams
SRTP (Secure Real-time Transport Protocol) encrypts voice media streams to prevent eavesdropping.
What does VoIP stand for?
Answer: Voice over Internet Protocol
VoIP stands for Voice over Internet Protocol, the technology that transmits voice calls over the internet.
What is a phone system's user portal (as distinct from the admin portal)?
Answer: A self-service web interface where individual employees manage their own voicemail, forwarding, and preferences
The user portal gives employees control over their personal settings like call forwarding rules, voicemail greetings, and notification preferences.
What is the first step when diagnosing poor VoIP call quality on a business phone system?
Answer: Run a network test to check latency, jitter, and packet loss between the phone and the SIP server
Network performance testing identifies whether call quality issues stem from the LAN, WAN, or ISP rather than the phone hardware or PBX.
What does RTP stand for in VoIP communications?
Answer: Real-time Transport Protocol
RTP (Real-time Transport Protocol) carries the actual audio and video media streams in a VoIP call.
What does 'blind transfer' mean in a PBX system?
Answer: Transferring a call to another extension without speaking to the receiving party first
A blind transfer immediately sends a call to another extension without the transferring agent speaking to that extension first.
What does SIP ALG (Application Layer Gateway) do and why is it often disabled for VoIP?
Answer: Modifies SIP packets passing through a router, often corrupting them and causing call failures
SIP ALG attempts to translate SIP headers for NAT but frequently corrupts the data, causing registration failures, one-way audio, and dropped calls.
What does 'follow-me' call routing do?
Answer: Rings a sequence of phone numbers until the call is answered or goes to voicemail
Follow-me routing rings multiple numbers in a defined sequence — such as desk phone, then mobile — so users never miss a call.
What is the function of a CDR (Call Detail Record)?
Answer: Logs details about each call including duration, time, and number dialed
CDRs are records generated by a PBX that document call metadata such as date, time, duration, originating number, and destination.
What is DNIS (Dialed Number Identification Service)?
Answer: A feature that tells the receiving PBX which number the caller dialed
DNIS delivers the destination phone number to the PBX so it can route the call appropriately to the correct department or IVR.
What is a common cause of calls dropping after exactly 30 or 32 seconds on a VoIP system?
Answer: A firewall with a short SIP ALG or UDP session timeout killing the RTP stream
Many firewalls and SIP ALGs time out short-duration UDP sessions, cutting off RTP media streams mid-call at predictable intervals.
What is an outbound caller ID (CNAM) setting?
Answer: Configures the name and number displayed to recipients when the business makes outbound calls
Outbound CNAM (Calling Name) determines what name and phone number appears on the recipient's caller ID display when your business calls them.
Which of the following is a leading UCaaS provider in the US market?
Answer: RingCentral
RingCentral is one of the largest UCaaS providers in the US, offering cloud calling, messaging, and video in a single platform.
What is a multi-site phone system deployment?
Answer: A single cloud phone platform that connects employees across multiple office locations under one account
A multi-site deployment unifies multiple offices on one cloud phone system so employees can call each other via extensions regardless of location.
What is a ring timeout and why is it important to configure it?
Answer: The number of seconds a phone rings before the call is sent to voicemail or the next routing step
Ring timeout determines how long a call rings unanswered before proceeding to voicemail or an alternate destination, balancing responsiveness and caller patience.