Call Center Systems Technology 5 — Questions and Answers
Question 1: A new agent cannot log in to the CRM, softphone, and knowledge base with one set of credentials, unlike coworkers. Which system likely needs to be configured for their account?
- Single sign-on (SSO) (Correct answer)
- Predictive dialer
- Wallboard feed
- Music-on-hold source
Correct answer: Single sign-on (SSO)
SSO lets agents authenticate once and access all integrated applications with a single identity.
Question 2: Real-time dashboards on the contact center floor show calls in queue, longest wait, and service level at a glance. What is this display commonly called?
- A wallboard (Correct answer)
- A dial plan
- A trunk group
- A disposition matrix
Correct answer: A wallboard
Wallboards display live queue and performance statistics visible to agents and supervisors on the floor.
Question 3: During a system outage, agents are told to follow the business continuity plan and calls are rerouted to a backup site. Which telephony capability makes rapid rerouting possible?
- Carrier-level or platform-level automatic call rerouting to alternate destinations (Correct answer)
- Manual re-cabling of desk phones
- Deleting the IVR call flows
- Turning off call recording
Correct answer: Carrier-level or platform-level automatic call rerouting to alternate destinations
Modern platforms and carriers can redirect inbound numbers to alternate sites or agents within minutes during an outage.
Question 4: Which security measure protects recorded customer calls stored in the contact center platform from unauthorized access?
- Encryption at rest combined with role-based access controls (Correct answer)
- Longer IVR menus
- Higher dialer pacing ratios
- Disabling agent wrap-up codes
Correct answer: Encryption at rest combined with role-based access controls
Encrypting stored recordings and restricting access by role keeps sensitive audio protected from unauthorized users.
Question 5: A knowledge management system helps agents most directly by doing which of the following?
- Providing searchable, up-to-date answers and procedures during live interactions (Correct answer)
- Dialing outbound campaign lists automatically
- Measuring network packet loss
- Assigning agent seating positions
Correct answer: Providing searchable, up-to-date answers and procedures during live interactions
A knowledge base gives agents fast access to accurate procedures and answers, reducing handle time and errors.
Question 6: An IVR redesign replaces rigid touch-tone menus with 'How can I help you today?' and interprets free-form speech. Which technology enables this?
- Natural language processing with speech recognition (Correct answer)
- DTMF-only input trees
- Static hold music playlists
- Analog trunk lines
Correct answer: Natural language processing with speech recognition
Natural language IVRs use speech recognition and NLP to understand open-ended caller requests and route accordingly.
Question 7: Management wants agent desktops to automatically log every call outcome into the CRM without manual data entry. Which integration approach achieves this?
- API-based integration between the telephony platform and the CRM (Correct answer)
- Printing call logs for later typing
- Emailing daily spreadsheets to IT
- Using a separate offline database per agent
Correct answer: API-based integration between the telephony platform and the CRM
APIs let the telephony platform push call details and dispositions directly into CRM records automatically.
Call Center Systems Technology 5
A new agent cannot log in to the CRM, softphone, and knowledge base with one set of credentials, unlike coworkers.
Which system likely needs to be configured for their account?