Call Center Hosting ACD, Call Routing & Queue Management

Question 1

What is an ACD in a call center?

Accepted Answer

Automatic Call Distributor — routes incoming calls to agents

Answer

Agent Communication Device — a headset system

Answer

Audio Call Debugger — monitors call quality

Answer

Asynchronous Call Data — stored call records

Question 2

Which ACD routing strategy sends each new call to the agent who has been idle the longest?

Accepted Answer

Least occupied agent

Answer

Round robin

Answer

Skills-based routing

Answer

Priority routing

Question 3

What is skills-based routing in a call center ACD?

Accepted Answer

Directing calls to agents with specific competencies matching the caller's need

Answer

Routing calls based on call duration estimates

Answer

Prioritizing calls from VIP customers

Answer

Sending calls to agents with the fewest active calls

Question 4

What does DNIS stand for and how is it used in call routing?

Accepted Answer

Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing

Answer

Dynamic Network Identification System — tracks agent network connections

Answer

Direct Node Inbound Service — a SIP trunk feature

Answer

Data and Network Integration System — links CRM to calls

Question 5

What is ANI used for in call center routing?

Accepted Answer

Identifying the caller's phone number for screen pops and routing decisions

Answer

Measuring average agent speed

Answer

Routing calls based on IVR input

Answer

Calculating network latency

Question 6

What is a 'call queue' in a hosted contact center?

Accepted Answer

A virtual waiting line where callers hold until an agent becomes available

Answer

A list of scheduled outbound calls

Answer

A group of agents assigned to a specific campaign

Answer

A recording of all calls from a given day