QUESTION 11
Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)
A. |
by the Skill whisper announcement before call: is delivered |
B. |
by the flashing skill button on the telephone set |
C. |
by the VDN of Origin announcement before call is delivered |
D. |
by the telephone display (a = Originator Name to VDN) |
Answer: CD
Explanation: SHOULD BE C, D (Once skills are assigned to VDNs and to agents, calls are directed to the appropriate vector.
The goal of the warranty service call center is to answer 80% of the incoming calls within 20 seconds. Accordingly, if a call that is directed to a vector is not answered by the time the announcement finishes, a second group of agents is viewed, thus enlarging the agent pool. If the call is not answered within the following 10 seconds, a third group of agents is viewed.)
(When the agent logs in, the telephone display indicates the agent.s skill assignments.
The agent logs in by doing the following:)
QUESTION 12
Which application or menu can be used for creating an ACD on CMS?
A. |
cms adm |
B. |
cms svc |
C. |
CMS-Supervisor |
D. |
CMS-Terminal |
Answer: C
QUESTION 13
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
A. |
Agent |
B. |
Skill |
C. |
Split |
D. |
Vector |
Answer: B
Explanation: SHOULD BE B (IN Hunt Group Screen If EAS is enabled, the Skill? and Vector? fields must be set to y.)
QUESTION 14
Which command is used to find the current CMS release?
A. |
pkginfo -x cms |
B. |
pkginfo -p cm |
C. |
pkginfo cms |
D. |
pkginfo -r cms |
Answer: A
QUESTION 15
A customer has 4 ACDs created on the CMS and requests changes on the communication
link settings for the ACD 1
How is this accomplished?
A. |
cmssvc turn cms off but leave ids on; cm-save delete AC01; cmss create ACD1 with new options. |
B. |
All changes are made in the CM using the change cam proc screen |
C. |
cmssvc turn cms off but leave ids on, emssve switch setup; make needed changed to ACD 1 |
D. |
emssve change authorizations; make needed changes to authorization |
Answer: C
QUESTION 16
A technician has loaded Avaya Terminal Emulator on a customer’s PC, and is trying to connect the CMS when it times out. A ping is tried, with no response.
What is a possible cause-of this problem?
A. |
The wrong version of Avaya Terminal Emulator has been loaded on the PC. |
B. |
Avaya Terminal Emulator is being used on an unsupported operating system. |
C. |
Avaya Terminal Emulator did not load correctly and needs to be reloaded. |
D. |
There is a firewall between the PC and the CMS. |
Answer: D
QUESTION 17
Given the use of default netmask, which set of IP addresses would be valid network address for two network cards in a CMS system?
A. |
135.9.86.54 192.168.2.2 |
B. |
135.9.86.54 135.9.56.56 |
C. |
192.168.2.3 192.168.2.2 |
D. |
135.9.86.54 135.9.86.58
|
Answer: A
QUESTION 18
In an active non-Expert agent selection (AES) environment, what is each hunt group known as?
A. |
Agent |
B. |
Split |
C. |
Skill |
D. |
Vector |
Answer: B
Explanation: Answer is B (Non-Expert Agent Selection allows an agent to log into individual splits (a split is a group of agents with knowledge of a certain service,)
QUESTION 19
A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?
A. |
Variables in Vectors |
B. |
Call Prompting |
C. |
Adjunct Routing |
D. |
Call Classification |
Answer: A
QUESTION 20
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
A. |
The nightly archiver for ACD3 failed to run successfully. |
B. |
The nightly backup was in contention far the nightly archiver for ACD3. |
C. |
The nightly archiver far ACD3 ran before the day ended and only archived part of the day. |
D. |
The nightly archivers far ACD1 and ACD2 have not complete yet. |
Answer: C
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