Call Center Hosting VoIP & Telephony Fundamentals 2 — Questions and Answers
Question 1: What is the recommended maximum one-way latency for acceptable VoIP call quality?
- 10 ms
- 50 ms
- 150 ms (Correct answer)
- 500 ms
Correct answer: 150 ms
ITU-T G.114 recommends keeping one-way latency below 150 ms for satisfactory voice quality.
Question 2: What does a PBX do in a call center environment?
- Routes internet traffic between servers
- Manages and routes internal and external phone calls (Correct answer)
- Records and transcribes customer calls
- Monitors agent screen activity
Correct 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.
Question 3: Which protocol carries the actual voice audio data in a VoIP call?
- SIP
- RTP (Correct answer)
- H.323
- MGCP
Correct answer: RTP
RTP (Real-time Transport Protocol) carries the encoded voice media stream between endpoints in a VoIP call.
Question 4: What is 'number portability' in the context of call center telephony?
- The ability to forward calls to mobile phones
- Keeping your phone number when switching carriers (Correct answer)
- Routing calls based on dialed number
- Using the same extension across multiple sites
Correct 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.
Question 5: What is a DID number in call center telephony?
- A Direct Inward Dialing number that routes calls directly to an agent or group (Correct answer)
- A Do-Not-Disturb instruction for agents
- A dynamic ID assigned to each inbound call
- A dedicated internet data line
Correct 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.
Question 6: What type of phone do most hosted call center agents use that works entirely over the internet without physical hardware?
- Analog phone
- Digital ISDN phone
- Softphone (Correct answer)
- DECT cordless phone
Correct answer: Softphone
A softphone is a software application that enables voice calls over the internet using a computer's audio hardware.
Call Center Hosting VoIP & Telephony Fundamentals 2
What is the recommended maximum one-way latency for acceptable VoIP call quality?