Phone Service Business Cheat Sheet 2026

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

1. What is WebRTC, and how is it relevant to business phone services? → A browser-based technology enabling real-time voice and video calls without plugins
2. Which feature allows employees to use personal smartphones for business calls while displaying the company's main number to recipients? → BYOD with number masking
3. Which protocol is most commonly used for initiating and terminating VoIP calls? → SIP
4. What is call recording compliance most important for in US-based businesses? → Legal, quality assurance, and meeting state wiretapping laws
5. What is call whisper coaching in a call center? → A supervisor speaking to an agent during a live call without the customer hearing
6. What does UCaaS stand for in the context of business communications? → Unified Communications as a Service
7. Which type of PBX system uses the internet to route calls instead of traditional phone lines? → IP PBX
8. What is a codec in the context of VoIP? → Software that compresses and decompresses audio for transmission
9. Which call center metric measures the percentage of callers who hang up before reaching an agent? → Abandonment rate
10. What is a primary financial advantage of cloud phone systems over traditional on-premises PBX? → Reduced upfront capital expenditure
11. Which deployment model describes a cloud phone system where the provider hosts and manages all infrastructure off-site? → Hosted/public cloud
12. What is an auto-attendant feature in a business phone system? → An automated system that greets and routes callers to the correct department
13. Which feature lets a business present a consistent outbound caller ID regardless of which employee is calling? → Call masking / CNAM override
14. What is a Direct Inward Dialing (DID) number used for in business telephony? → Routing external calls directly to a specific employee's extension
15. Which cabling standard is most commonly used for modern IP phone installations in US offices? → Cat5e or Cat6 Ethernet cable
16. Which VoIP codec is known for providing high-definition voice quality and is commonly supported by modern business phones? → G.722
17. What is a blended agent in a contact center? → An agent who handles both inbound and outbound calls depending on call volume and demand
18. What is the purpose of the FCC's Lifeline program? → Subsidizing phone and broadband service for low-income consumers
19. What is a SIP trunk used for in business telephony? → Connecting a business PBX to the public telephone network via the internet
20. What is SRTP used for in a VoIP deployment? → Encrypting voice media streams to prevent eavesdropping
21. Which feature helps a US business phone system maintain continuity during an internet outage? → Automatic failover to cellular or POTS lines, or call forwarding to mobile numbers
22. What is the role of a Session Border Controller (SBC) in a business VoIP deployment? → Securing and controlling VoIP traffic at the network boundary
23. What is the typical porting timeline when a US business transfers its phone numbers to a new carrier? → Typically 1-4 weeks, depending on the losing carrier and number type
24. What is the recommended maximum hold time before checking back with a caller on a business phone? → 30–60 seconds, checking back to update the caller if more time is needed
25. What does ACD stand for in a call center? → Automatic Call Distributor
26. What is Net Promoter Score (NPS) used to measure in a customer service context? → How likely customers are to recommend the company to others, on a 0-10 scale
27. What does '5 nines' uptime mean in a business phone service SLA? → 99.999% uptime, equating to less than 5.26 minutes of downtime per year
28. What does a key system unit (KSU) differ from a PBX in that it: → Is designed for very small businesses with fewer features and simpler operation
29. Which metric is the industry standard for measuring perceived voice call quality in cloud phone systems? → Mean Opinion Score (MOS)
30. What does a cloud phone provider's 'uptime SLA' contractually guarantee to a business customer? → The percentage of time the service will be operational