Call Center Hosting Professional

Question 1

What is an ACD in a call center?

Automatic Call Distributor — routes incoming calls to agents Agent Communication Device — a headset system Audio Call Debugger — monitors call quality Asynchronous Call Data — stored call records

Correct Answer:

Automatic Call Distributor — routes incoming calls to agents

Question 2

Which ACD routing strategy sends each new call to the agent who has been idle the longest?

Round robin Skills-based routing Least occupied agent Priority routing

Correct Answer:

Least occupied agent

Question 3

What is skills-based routing in a call center ACD?

Routing calls based on call duration estimates Directing calls to agents with specific competencies matching the caller's need Prioritizing calls from VIP customers Sending calls to agents with the fewest active calls

Correct Answer:

Directing calls to agents with specific competencies matching the caller's need

Question 4

What does DNIS stand for and how is it used in call routing?

Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing Dynamic Network Identification System — tracks agent network connections Direct Node Inbound Service — a SIP trunk feature Data and Network Integration System — links CRM to calls

Correct Answer:

Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing

Question 5

What is ANI used for in call center routing?

Measuring average agent speed Identifying the caller's phone number for screen pops and routing decisions Routing calls based on IVR input Calculating network latency

Correct Answer:

Identifying the caller's phone number for screen pops and routing decisions

Question 1

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About this Exam

Prepare with the Call Center Hosting Professional practice quiz. This question bank includes 65 questions covering call, center, hosted, routing, and cloud. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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Call Center Hosting Professional

This practice set contains 65 questions from the matching question bank and focuses on call, center, hosted, routing, and cloud. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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About this Exam

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Call Center Hosting Professional

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