Call Center Systems Technology 3 — Questions and Answers
Question 1: Agents at a remote site experience choppy, robotic-sounding audio during VoIP calls. Which network problem is the most likely cause?
- Packet loss and jitter on the connection (Correct answer)
- Incorrect CRM field mapping
- An outdated knowledge base
- Too many skills assigned in the ACD
Correct answer: Packet loss and jitter on the connection
VoIP audio quality degrades when voice packets are lost or arrive at uneven intervals, known as jitter.
Question 2: Which network configuration ensures voice traffic gets priority over file downloads on a shared call center network?
- QoS (Quality of Service) policies (Correct answer)
- DHCP address reservation
- Screen-pop scripting
- Wrap-up code automation
Correct answer: QoS (Quality of Service) policies
QoS prioritizes latency-sensitive voice packets over less time-critical data traffic on the network.
Question 3: A customer emails, then calls, then opens a live chat about the same issue, and the agent can see the full history across all three channels in one interface. What kind of platform enables this?
- An omnichannel contact center platform (Correct answer)
- A standalone predictive dialer
- A legacy TDM PBX
- A wallboard display system
Correct answer: An omnichannel contact center platform
Omnichannel platforms unify voice, email, chat, and other channels into a single agent view with shared history.
Question 4: During a payment, regulations require that the customer's card security code NOT be stored in the call recording. Which technology feature addresses this?
- Pause-and-resume (or automated redaction) recording (Correct answer)
- Call whispering
- Skills-based routing
- Text-to-speech playback
Correct answer: Pause-and-resume (or automated redaction) recording
Pause-and-resume or automated redaction suppresses sensitive payment data from recordings to support PCI DSS compliance.
Question 5: A workforce management (WFM) system's forecasting module primarily uses which input to predict future staffing needs?
- Historical contact volume and handle-time patterns (Correct answer)
- Agent seating chart locations
- The color scheme of the wallboard
- The IVR greeting script
Correct answer: Historical contact volume and handle-time patterns
WFM forecasting analyzes historical volume and average handle time to project future workload and required staff.
Question 6: Which statement best describes SIP (Session Initiation Protocol) in a contact center environment?
- A signaling protocol used to set up, manage, and end VoIP calls (Correct answer)
- A database language for querying customer records
- A speech analytics scoring model
- A physical cable standard for headsets
Correct answer: A signaling protocol used to set up, manage, and end VoIP calls
SIP is the standard signaling protocol that establishes, modifies, and terminates voice and multimedia sessions over IP.
Question 7: A center's screen recording tool captures agent desktops along with audio. What is the main operational purpose of pairing screen capture with call recording?
- Evaluating full agent workflow and system usage during quality reviews (Correct answer)
- Increasing IVR containment rates
- Reducing telecom carrier charges
- Encrypting customer data at rest
Correct answer: Evaluating full agent workflow and system usage during quality reviews
Screen-plus-audio recording lets quality teams see how agents navigate systems while handling the interaction.
Call Center Systems Technology 3
Agents at a remote site experience choppy, robotic-sounding audio during VoIP calls.
Which network problem is the most likely cause?