Call Center Hosting VoIP & Telephony Fundamentals 3

Question 1

What is WebRTC primarily used for in modern hosted call centers?

Accepted Answer

Browser-based voice and video communication without plugins

Answer

Backend database replication

Answer

Secure file transfer between agents

Answer

Encrypting SIP trunks

Question 2

What does QoS (Quality of Service) configuration achieve in a call center network?

Accepted Answer

Prioritizes voice traffic to minimize latency and jitter

Answer

Encrypts all VoIP traffic

Answer

Blocks non-call-center internet usage

Answer

Monitors agent call quality scores

Question 3

A call center uses E.164 format for phone numbers. What does this mean?

Accepted Answer

Numbers follow an international format with country code prefix

Answer

Calls are encrypted with 164-bit keys

Answer

Extensions are limited to 164 digits

Answer

Emergency calls are given priority code 164

Question 4

What is SRTP used for in VoIP call centers?

Accepted Answer

Encrypting voice media streams for security

Answer

Routing calls to the correct agent queue

Answer

Synchronizing recording timestamps

Answer

Compressing audio to reduce bandwidth

Question 5

What is the function of a media gateway in a hosted call center?

Accepted Answer

Converts between PSTN circuit-switched and VoIP packet-switched formats

Answer

Monitors agent performance metrics

Answer

Manages inbound email routing

Answer

Provides web-based agent dashboards

Question 6

Which feature allows a hosted call center to display a local area code to customers even when calling from a distant location?

Accepted Answer

Call masking / local presence dialing

Answer

Number portability

Answer

DID routing

Answer

DNIS lookup