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

ITU-T G.114 recommends keeping one-way latency below 150 ms for satisfactory voice quality.

Question 2

What does a PBX do in a call center environment?

Accepted Answer

Manages and routes internal and external phone calls

Answer

A PBX (Private Branch Exchange) is the telephone switching system that routes calls between agents and external callers.

Question 3

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

Accepted Answer

RTP

Answer

RTP (Real-time Transport Protocol) carries the encoded voice media stream between endpoints in a VoIP call.

Question 4

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

Accepted Answer

Keeping your phone number when switching carriers

Answer

Number portability (LNP) allows businesses to keep their existing phone numbers when moving to a new carrier or hosted platform.

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

DID (Direct Inward Dialing) numbers allow external callers to reach specific agents or queues without going through a main operator.

Call Center Hosting Practice Test