Practice Test GeeksAnswering Service Practice Test
← All Answering Service Flashcard Decks

Technology & Equipment Flashcards

6 cards from real Answering Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 Technology & Equipment flashcards as text

  1. What is DNIS (Dialed Number Identification Service) used for in answering services?

    Answer: Identifying which number was dialed so the operator knows which client account the call is for

    DNIS identifies the specific number dialed, allowing the answering service platform to automatically pull up the correct client account and script.

  2. What does ANI (Automatic Number Identification) provide to operators?

    Answer: The caller's phone number, delivered automatically before or with the call

    ANI automatically delivers the caller's phone number to the operator or system, enabling faster account lookup and callback verification.

  3. What is the purpose of an IVR (Interactive Voice Response) system?

    Answer: To allow callers to interact with an automated menu via voice or keypad inputs before reaching an operator

    IVR systems use automated menus to gather information from callers or route them to the correct department before connecting to a live operator.

  4. How does a predictive dialer differ from a standard outbound dialing system?

    Answer: A predictive dialer automatically dials multiple numbers at once and connects only answered calls to available agents

    Predictive dialers use algorithms to dial multiple numbers simultaneously and connect answered calls to agents, maximizing agent productivity for outbound campaigns.

  5. What is the purpose of a 'whisper message' feature in answering service systems?

    Answer: Playing a brief audio cue to the operator before connecting the call, identifying the client account or call type

    A whisper message plays a short private audio notification to the operator — before the caller can hear — to identify the client or call type for proper handling.

  6. Why is bandwidth management important for VoIP-based answering services?

    Answer: Insufficient bandwidth causes call quality issues like drops and latency, directly impacting service quality

    VoIP call quality is directly dependent on available bandwidth; insufficient bandwidth causes degraded audio, dropped calls, and service failures.