Call Center Systems Technology 2 — Questions and Answers
Question 1: An agent reports that customer calls are connecting but the matching account record no longer pops up on screen. Which system integration has most likely failed?
- CTI (Computer Telephony Integration) (Correct answer)
- IVR call flow
- Predictive dialer pacing
- Voicemail routing
Correct answer: CTI (Computer Telephony Integration)
CTI links the phone system to the CRM so caller data appears on the agent's screen when a call arrives.
Question 2: A call center wants callers to route to the agent best trained for their specific issue rather than simply the next available agent. Which ACD feature should be enabled?
- Skills-based routing (Correct answer)
- Round-robin distribution
- Longest-idle routing
- Overflow queuing
Correct answer: Skills-based routing
Skills-based routing matches callers to agents based on defined skill profiles rather than simple availability.
Question 3: Which technology allows a caller to check an account balance by speaking or pressing keys without ever reaching a live agent?
- IVR (Interactive Voice Response) (Correct answer)
- ACD queue announcements
- Call recording
- Softphone
Correct answer: IVR (Interactive Voice Response)
IVR provides automated self-service through voice or DTMF keypad input, resolving requests without an agent.
Question 4: A supervisor needs to silently listen to a live call and speak privately to the agent without the customer hearing. Which monitoring feature does this describe?
- Whisper coaching (Correct answer)
- Call barging
- Call parking
- Conference bridging
Correct answer: Whisper coaching
Whisper coaching lets a supervisor advise the agent in real time while remaining inaudible to the customer.
Question 5: In an outbound campaign, agents complain about frequent silent gaps followed by calls dropping because no agent was free when the customer answered. Which dialer setting is most likely misconfigured?
- Predictive dialer overdial ratio (Correct answer)
- Preview dialer timeout
- IVR menu depth
- ACD wrap-up timer
Correct answer: Predictive dialer overdial ratio
Predictive dialers that dial too aggressively relative to available agents create abandoned or silent calls.
Question 6: What is the primary function of a softphone in a modern call center?
- Making and receiving calls through software on a computer instead of a physical phone (Correct answer)
- Recording calls for compliance archives
- Forecasting staffing requirements
- Blocking spam callers at the network edge
Correct answer: Making and receiving calls through software on a computer instead of a physical phone
A softphone is a software application that handles voice calls over the data network, replacing a desk phone.
Question 7: A call center is migrating from on-premises PBX hardware to a cloud contact center platform. Which benefit is MOST directly gained from this move?
- Elastic scaling of capacity without buying new hardware (Correct answer)
- Elimination of the need for internet connectivity
- Guaranteed zero call abandonment
- Automatic removal of all compliance obligations
Correct answer: Elastic scaling of capacity without buying new hardware
Cloud platforms let centers scale seats and capacity up or down on demand without purchasing physical equipment.
Call Center Systems Technology 2
An agent reports that customer calls are connecting but the matching account record no longer pops up on screen.
Which system integration has most likely failed?