Call Center Hosting VoIP & Telephony Fundamentals 1 — Questions and Answers
Question 1: What does VoIP stand for?
- Voice over Internet Protocol (Correct answer)
- Video over IP
- Virtual Office Internet Platform
- Voice on Internal Premises
Correct answer: Voice over Internet Protocol
VoIP stands for Voice over Internet Protocol, the technology that transmits voice calls as data packets over IP networks.
Question 2: Which protocol is most commonly used to establish, modify, and terminate VoIP sessions in call centers?
- RTP
- SMTP
- SIP (Correct answer)
- SNMP
Correct answer: SIP
SIP (Session Initiation Protocol) is the standard signaling protocol used to set up and tear down VoIP calls.
Question 3: What does a SIP trunk provide to a hosted call center?
- Physical copper phone lines
- Virtual phone lines that carry calls over the internet (Correct answer)
- Encrypted storage for call recordings
- A hardware PBX replacement device
Correct answer: Virtual phone lines that carry calls over the internet
A SIP trunk delivers virtual telephone lines over the internet, connecting a call center's PBX or CCaaS platform to the PSTN.
Question 4: Which codec is widely used in VoIP call centers and provides a balance between voice quality and bandwidth usage?
- G.711
- G.729 (Correct answer)
- G.722
- Opus
Correct answer: G.729
G.729 compresses voice data to ~8 kbps, offering a good balance between call quality and bandwidth consumption.
Question 5: What is the PSTN?
- Private Secure Telephony Network
- Public Switched Telephone Network (Correct answer)
- Packet-Switched Transmission Node
- Primary SIP Trunk Network
Correct answer: Public Switched Telephone Network
The PSTN is the Public Switched Telephone Network — the global circuit-switched telephone infrastructure.
Question 6: Which network quality issue causes voice packets to arrive out of order in a VoIP call?
- Latency
- Jitter (Correct answer)
- Packet loss
- Bandwidth throttling
Correct answer: Jitter
Jitter is the variation in packet arrival times, which causes out-of-order delivery and degrades voice quality.
Call Center Hosting VoIP & Telephony Fundamentals 1
What does VoIP stand for?