Mixed Deck — All Phone Service Business Topics Flashcards
100 cards from real Phone Service Business practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 20 Mixed Deck — All Phone Service Business Topics flashcards as text
What is telephone tag and how can businesses reduce it?
Answer: The cycle of missed calls and voicemails between parties; reduced by scheduling calls, using email follow-up, or offering online scheduling
Telephone tag wastes time; businesses reduce it by suggesting specific call-back times, using scheduling tools, or providing multiple contact methods.
What is a business phone number's CNAM (Caller Name) display and why does it matter?
Answer: The business name that appears on a recipient's caller ID, which affects call answer rates and brand recognition
CNAM displays the registered business name on outbound calls, increasing the likelihood that recipients will answer calls from the business rather than ignoring unknown numbers.
Which US regulation requires VoIP providers to support Enhanced 911 (E911) services?
Answer: FCC's VoIP E911 Order (2005)
The FCC's 2005 VoIP E911 Order requires interconnected VoIP providers to provide E911 service so emergency calls include location data.
What is the main productivity benefit of integrating a CRM system with a cloud phone platform?
Answer: It delivers a screen-pop with customer data automatically when a call arrives, improving agent efficiency
CRM integration enables 'screen-pop' functionality, where the caller's account history and details automatically appear on the agent's screen upon call arrival, reducing handle time and improving the customer experience.
What does MRC stand for on a US business phone service invoice?
Answer: Monthly Recurring Charge
MRC (Monthly Recurring Charge) is the fixed fee a business pays each month for ongoing phone service, separate from usage-based charges.
What is omnichannel customer service in a contact center context?
Answer: Providing seamless customer support across multiple channels (phone, chat, email, social media) with integrated context
Omnichannel support integrates all communication channels so agents see the full customer history regardless of which channel the customer uses.
What is a softphone in a business phone system?
Answer: Software that enables voice calls over the internet from a computer or mobile device
A softphone is a software application that allows users to make and receive voice calls over the internet using a computer or smartphone.
What is First Call Resolution (FCR)?
Answer: Resolving a customer's issue completely during the first contact without requiring a callback
FCR measures the percentage of customer issues resolved on the first contact, a key indicator of call center efficiency and customer satisfaction.
What is an IVR system in a call center?
Answer: An automated phone system that interacts with callers via voice menus and keypad inputs
IVR (Interactive Voice Response) allows callers to interact with a computerized system using voice or keypad inputs to navigate menus or complete transactions.
What is a metered VoIP plan for businesses?
Answer: A plan where businesses pay per minute of usage, often cheaper for low call volumes
Metered VoIP plans charge businesses based on actual minutes used, making them cost-effective for companies with low call volumes.
How do cloud phone systems typically handle disaster recovery compared to traditional on-premises PBX?
Answer: Cloud systems automatically failover to redundant infrastructure with minimal human intervention
Cloud phone systems leverage provider-managed redundancy and automatic failover across multiple data centers, whereas on-premises PBX typically requires manual intervention and pre-staged backup hardware to recover.
What is the difference between UCaaS and CCaaS in business communications?
Answer: UCaaS unifies multiple communication channels for all employees; CCaaS is specifically designed for customer-facing contact centers
UCaaS (Unified Communications as a Service) integrates voice, video, and messaging for general business use, while CCaaS focuses on contact center capabilities.
What is the difference between a business associate agreement (BAA) and a standard phone service contract for healthcare businesses?
Answer: A BAA is required under HIPAA when a phone service provider handles Protected Health Information (PHI) on behalf of a healthcare business
HIPAA-regulated healthcare businesses must have a BAA with any vendor, including phone service providers, who may access or transmit PHI.
What is a CLEC in US telecommunications?
Answer: Competitive Local Exchange Carrier; a company that competes with the established ILEC in providing local telephone service
CLECs are carriers that entered local telephone markets after the 1996 Telecom Act enabled competition, often reselling ILEC network access.
What is the primary advantage of a hosted PBX system for small businesses in the US?
Answer: Eliminates need for on-premises equipment and reduces upfront costs
Hosted PBX systems are managed off-site by a provider, eliminating the need for costly on-premises hardware.
Which cloud phone feature automatically routes incoming calls based on time of day, agent skills, or caller data?
Answer: Automatic Call Distribution (ACD) / intelligent routing
Automatic Call Distribution (ACD) uses configurable rules based on time, caller data, agent skills, and availability to route calls to the most appropriate agent or department.
What is the typical porting timeline when a US business transfers its phone numbers to a new carrier?
Answer: Typically 1-4 weeks, depending on the losing carrier and number type
Number porting in the US typically takes 1 to 4 weeks, as the process involves coordination between the old and new carriers and FCC regulations.
What does ACD stand for in a call center?
Answer: Automatic Call Distributor
ACD (Automatic Call Distributor) is a system that routes incoming calls to the most appropriate available agent based on predefined rules.
What is E.164 in telephony?
Answer: The international standard format for telephone numbers, including country code and subscriber number
E.164 is the ITU-T international numbering standard that defines the format for telephone numbers, such as +1-800-555-0100 for the US.
What does QoS (Quality of Service) do in a network supporting VoIP?
Answer: Prioritizes voice traffic over other data to reduce latency and jitter
QoS settings on a network router prioritize voice packets to ensure consistent, high-quality VoIP calls even during high data usage.