Call Center Hosting Cheat Sheet 2026

The 30 highest-yield Call Center Hosting facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. What is 'intelligent routing' (sometimes called 'data-directed routing')? → Using CRM data, customer history, or AI to match callers to the best available agent
2. What is the primary productivity benefit of automatic call logging in a CRM-CTI integration? → It eliminates the need for agents to manually enter call details after each interaction
3. What is the primary purpose of automatic call logging in a CRM-CTI integration? → Automatically creating a record of each call, its duration, and outcome in the CRM
4. What is a DID number in call center telephony? → A Direct Inward Dialing number that routes calls directly to an agent or group
5. What is ANI used for in call center routing? → Identifying the caller's phone number for screen pops and routing decisions
6. Which regulation governs how call centers must handle automated phone solicitations and IVR outbound calls in the US? → TCPA (Telephone Consumer Protection Act)
7. What is the purpose of 'after-call work' (ACW) time in a call center? → Wrap-up time after a call to complete notes, coding, or follow-up tasks
8. What is 'predictive dialer' technology used for in outbound call centers? → Automatically dialing multiple numbers and connecting live answers to available agents
9. What does QoS (Quality of Service) configuration achieve in a call center network? → Prioritizes voice traffic to minimize latency and jitter
10. A call center uses E.164 format for phone numbers. What does this mean? → Numbers follow an international format with country code prefix
11. What is 'abandonment rate' in a call center queue? → The percentage of callers who hang up before reaching an agent
12. Which Salesforce product provides native browser-based CTI integration capabilities for contact centers? → Salesforce Open CTI
13. What is VoiceXML (VXML) used for in hosted IVR development? → Defining IVR call flow dialogs using an XML-based markup language
14. Which integration method embeds telephony controls directly inside a CRM browser window using a JavaScript SDK without requiring desktop software installation? → Browser-based CTI using a JavaScript SDK (e.g., Salesforce Open CTI)
15. What is 'callback' (virtual hold) in a call center queue system? → Allowing callers to hang up and receive an automatic call back when an agent is free
16. In a CCaaS environment, who is responsible for maintaining and patching the telephony software? → The CCaaS vendor
17. Which protocol carries the actual voice audio data in a VoIP call? → RTP
18. In CTI terminology, which statement best describes a 'screen pop'? → The automatic display of a customer's CRM record on the agent's screen when a call arrives
19. What is 'TLS' used for in hosted call center web and API communications? → Encrypting data in transit between browsers, APIs, and servers
20. What is the function of a media gateway in a hosted call center? → Converts between PSTN circuit-switched and VoIP packet-switched formats
21. In hosted call center infrastructure, what is a 'region' in cloud provider terminology? → A geographic area containing one or more data centers
22. What does 'blended agent' mean in a contact center? → An agent who handles both voice and digital channels (chat, email)
23. What is 'whisper coaching' in a hosted call center? → A supervisor speaking to an agent during a live call without the customer hearing
24. What is 'priority routing' in a contact center? → Moving high-value or urgent callers ahead of others in the queue
25. What is 'IVR containment rate'? → The percentage of calls fully resolved by the IVR without transfer to a live agent
26. Which protocol is most commonly used to establish, modify, and terminate VoIP sessions in call centers? → SIP
27. What is 'RPO' in the context of call center backup and recovery planning? → Recovery Point Objective — the maximum acceptable amount of data loss measured in time
28. In CRM-CTI integration, what is a 'disposition code'? → A classification an agent assigns to describe the outcome or result of a call
29. What is 'burst capacity' in a hosted call center context? → Temporary additional capacity provisioned during demand spikes
30. What is the primary advantage of hosting a call center on a public cloud platform like AWS or Azure? → Elastic scalability on demand