Call Center Hosting VoIP & Telephony Fundamentals 2

Question 1

What is the recommended maximum one-way latency for acceptable VoIP call quality?

Accepted Answer

150 ms

Answer

10 ms

Answer

50 ms

Answer

500 ms

Question 2

What does a PBX do in a call center environment?

Accepted Answer

Manages and routes internal and external phone calls

Answer

Routes internet traffic between servers

Answer

Records and transcribes customer calls

Answer

Monitors agent screen activity

Question 3

Which protocol carries the actual voice audio data in a VoIP call?

Accepted Answer

RTP

Answer

SIP

Answer

H.323

Answer

MGCP

Question 4

What is 'number portability' in the context of call center telephony?

Accepted Answer

Keeping your phone number when switching carriers

Answer

The ability to forward calls to mobile phones

Answer

Routing calls based on dialed number

Answer

Using the same extension across multiple sites

Question 5

What is a DID number in call center telephony?

Accepted Answer

A Direct Inward Dialing number that routes calls directly to an agent or group

Answer

A Do-Not-Disturb instruction for agents

Answer

A dynamic ID assigned to each inbound call

Answer

A dedicated internet data line

Question 6

What type of phone do most hosted call center agents use that works entirely over the internet without physical hardware?

Accepted Answer

Softphone

Answer

Analog phone

Answer

Digital ISDN phone

Answer

DECT cordless phone