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Telephony 101

Playbooks Telephony Basics (101) Telephony 101

You are almost ready to advance to the next level of Telephony. Take this quick, 10-question quiz to test your understanding.

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It looks like you missed some of the fundamental telephony building blocks. We recommend you spend some more time in the course then try the quiz again. I promise you won’t regret understanding these telephony + Playbooks basics.
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You are ready for the next level…Advanced Playbooks Telephony (201). We’ll see you over there.

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Question 1 of 10

1. Question
True/False. Reps must reconnect the Agent Leg for each call.
- True
- False
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Question 2 of 10

2. Question
We learned some new vocabulary in this course. Which two legs are necessary to establish a call in Playbooks?
- User Leg & Prospect Leg
- Agent Leg & Client Leg
- Left Leg & Right Leg
- Agent Leg & Customer Leg
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Question 3 of 10

3. Question
If a rep did not hang up their phone, but the Agent Leg disconnected, what most likely happened?
- The rep clicked the red END button.
- The phone call was longer than 5 minutes.
- There was more than 5 minutes of inactivity.
- There was more than 10 minutes of inactivity.
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Question 4 of 10

4. Question
What are the 3 Inbound scenarios when a user would receive an Inbound call through Playbooks?
- An interested prospect calls a sales hotline they saw on a website.
- Your mother calls your mobile phone to wish you a Happy Birthday.
- A customer calls your direct phone number listed on your email signature.
- A prospect calls a missed phone call from a phone number in their area.
- Someone in your company’s payroll department is returning your call.
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Question 5 of 10

5. Question
Select all the true statements about Call Quality.
- Reps should report every call that has poor call quality.
- Reps only need to report the first call quality incident each day.
- A Support case is created for every call quality incident.
- For persistent call quality issues, reps should contact Support to create a case.
- Logging a Call Quality Incident is done from the Call Log (call disposition page).
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Question 6 of 10

6. Question
True/False. The Silence Unknown Callers feature on modern smart phones should be disabled in order to establish the Agent Leg.
- True
- False
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Question 7 of 10

7. Question
True/False. For Inbound calls to route through Playbooks, XANT must own and maintain the inbound phone number.
- True
- False
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Question 8 of 10

8. Question
Select the method where a rep can use Playbooks to send and receive SMS messages.
- Clicking the hyperlinked “Mobile” phone field on the CRM record
- From their mobile phone
- From the Playbooks record (Playbooks App)
- From the Playbooks Manager App
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Question 9 of 10

9. Question
Check all the true statements regarding SMS compliance.
- As a mass communication tool, Playbooks can easily blast out SMS messages to all your contacts.
- You should respect your company’s legal advice above all other recommendations and training.
- SMS recipients can reply with “STOP” or “UNSUBSCRIBE” to automatically opt-out of future SMS messages.
- Recipient Opt-In isn't necessary.
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Question 10 of 10

10. Question
What geographies can use Playbooks to send and receive SMS messages?
- Worldwide
- North America and Europe
- Any country without trade sanctions
- US and Canada
- US, Canada, Mexico, Europe, China, and Australia
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