Call Management Features Flashcards
6 cards from real Business Phone Systems practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Management Features flashcards as text
What is a conference bridge?
Answer: A service that allows multiple callers to join a single phone call simultaneously
A conference bridge is a server resource that connects multiple phone participants into a single audio call.
What does 'do not disturb' (DND) mode do on a business phone?
Answer: Silences incoming calls and sends them directly to voicemail
DND mode prevents the phone from ringing and routes all incoming calls directly to voicemail until the mode is turned off.
What is a call queue?
Answer: A holding area where callers wait until an agent becomes available, often with music or messages
A call queue holds incoming callers in line when all agents are busy, playing hold music and position announcements until an agent is free.
What is busy call forwarding?
Answer: Redirects a call to another number when the dialed extension is already on a call
Busy call forwarding activates only when the called extension is already engaged on another call, redirecting the new caller elsewhere.
What is a whisper announcement in a call center context?
Answer: A brief audio message played to the agent before the caller is connected, providing context about the call
A whisper announcement plays a short message in the agent's ear just before connection, such as which campaign or number the caller dialed.
What is extension-to-extension dialing?
Answer: The ability for employees to call each other using short internal numbers without consuming external phone lines
Extension-to-extension calls route entirely within the PBX, using no external lines and incurring no carrier charges.