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 an IVR (Interactive Voice Response) system?
Answer: An automated phone system that interacts with callers using voice prompts and keypad input
IVR systems play pre-recorded prompts and collect caller input to route calls automatically without a live agent.
What is ACD (Automatic Call Distribution)?
Answer: A system that automatically routes incoming calls to available agents based on defined rules
ACD systems queue and route incoming calls to appropriate agents or groups based on skills, availability, or priority rules.
What is 'call forwarding unconditional'?
Answer: Redirects all incoming calls to another number regardless of the phone's status
Unconditional call forwarding redirects every incoming call immediately to the designated number without allowing the original phone to ring.
What does 'simultaneous ring' (also called 'find me') do?
Answer: Rings multiple devices at the same time so the first to answer takes the call
Simultaneous ring causes all configured devices (desk phone, mobile, softphone) to ring at the same time when a call arrives.
What is voicemail-to-email transcription?
Answer: Converts voicemail audio to text and sends it along with the audio file to the user's email inbox
This feature uses speech-to-text to transcribe voicemail messages and delivers the text and audio file to the user's email.
What is call screening?
Answer: Announcing the caller's name or number to the recipient before they accept the call
Call screening announces who is calling so the recipient can decide whether to answer, send to voicemail, or take a message.