VoIP & Telephony Fundamentals Flashcards
6 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 VoIP & Telephony Fundamentals flashcards as text
What is the recommended maximum one-way latency for acceptable VoIP call quality?
Answer: 150 ms
ITU-T G.114 recommends keeping one-way latency below 150 ms for satisfactory voice quality.
What does a PBX do in a call center environment?
Answer: Manages and routes internal and external phone calls
A PBX (Private Branch Exchange) is the telephone switching system that routes calls between agents and external callers.
Which protocol carries the actual voice audio data in a VoIP call?
Answer: RTP
RTP (Real-time Transport Protocol) carries the encoded voice media stream between endpoints in a VoIP call.
What is 'number portability' in the context of call center telephony?
Answer: Keeping your phone number when switching carriers
Number portability (LNP) allows businesses to keep their existing phone numbers when moving to a new carrier or hosted platform.
What is a DID number in call center telephony?
Answer: A Direct Inward Dialing number that routes calls directly to an agent or group
DID (Direct Inward Dialing) numbers allow external callers to reach specific agents or queues without going through a main operator.
What type of phone do most hosted call center agents use that works entirely over the internet without physical hardware?
Answer: Softphone
A softphone is a software application that enables voice calls over the internet using a computer's audio hardware.