Which of the following PBX feature allows a PBX to be configured so that incoming calls are distributed to the next available agent or placed on-hold until one become available?

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Last Updated on December 23, 2021 by Admin

Which of the following PBX feature allows a PBX to be configured so that incoming calls are distributed to the next available agent or placed on-hold until one become available?

  • Automatic Call distribution
  • Call forwarding
  • Tenanting
  • Voice mail
Explanation:

Automatic Call distribution allows a PBX to be configured so that incoming calls are distributed to the next available agent or placed on-hold until one become available

For your exam you should know below mentioned PBX features and Risks:

System Features
Description
Risk

Automatic Call distribution
Allows a PBX to be configured so that incoming calls are distributed to the next available agent or placed on-hold until one become available

Tapping and control of traffic

Call forwarding

Allow specifying an alternate number to which calls will be forwarded based on certain condition

User tracking
Account codes

Used to:
Track calls made by certain people or for certain projects for appropriate billing
Dial-In system access (user dials from outside and gain access to normal feature of the PBX)
Changing the user class of service so a user can access a different set of features (i.e. the override feature)

Fraud, user tracking, non authorized features

Access Codes
Key for access to specific feature from the part of users with simple instruments, i.e. traditional analog phones.

Non-authorized features
Silent Monitoring

Silently monitors other calls

Eavesdropping
Conferencing

Allows for conversation among several users
Eavesdropping, by adding unwanted/unknown parties to a conference
override(intrude)

Provides for the possibility to break into a busy line to inform another user an important message

Eavesdropping
Auto-answer

Allows an instrument to automatically go when called usually gives an auditor or visible warning which can easily turned off

Gaining information not normally available, for various purpose

Tenanting
Limits system user access to only those users who belong to the same tenant group – useful when one company leases out part of its building to other companies and tenants share an attendant, trunk lines,etc

Illegal usage, fraud, eavesdropping

Voice mail
Stores messages centrally and – by using a password – allows for retrieval from inside or outside lines.

Disclosure or destruction of all messages of a user when that user’s password in known or discovered by an intruder, disabling of the voice mail system and even the entire switch by lengthy messages or embedded codes, illegal access to external lines.

Privacy release
Supports shared extensions among several devices, ensuring that only one device at a time can use an extension. Privacy release disables the security by allowing devices to connect to an extension already in use.

Eavesdropping
No busy extension
Allows calls to an in-use extension to be added to a conference when that extension is on conference and already off-hook

Eavesdropping a conference in progress

Diagnostics
Allows for bypassing normal call restriction procedures. This kind of diagnostic is sometimes available from any connected device. It is a separate feature, in addition to the normal maintenance terminal or attendant diagnostics

Fraud and illegal usage
Camp-on or call waiting
When activated, sends a visual audible warning to an off-hook instrument that is receiving another call. Another option of this feature is to conference with the camped-on or call waiting

Making the called individual a party to a conference without knowing it.

Dedicated connections
Connections made through the PBX without using the normal dialing sequences. It can be used to create hot-lines between devices i.e. one rings when the other goes off-hook. It is also used for data connections between devices and the central processing facility

Eavesdropping on a line

The following were incorrect answers:

Call forwarding – Allow specifying an alternate number to which calls will be forwarded based on certain condition

Tenanting – Limits system user access to only those users who belong to the same tenant group useful when one company leases out part of its building to other companies and tenants share an attendant, trunk lines,etc
Voice Mail – Stores messages centrally and – by using a password – allows for retrieval from inside or outside lines.

Reference:
CISA review manual 2014 Page number 358

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