7750X 40 Q&S Avaya IP Office Contact Center Implementation and Expanded Configuration Exam By Kerwin
Which two statements about Database integration in the IP Office Contact Center are true? (Choose two.)
A. Customers are directed to agents dependent on the agents priority.
B. Customers are directed to agents dependent on the information they input.
C. Customers are directed to agents dependent on time of day.
D. Customers are directed to agents dependent on number they are calling from. Answer Clike
B. Customers are directed to agents dependent on the information they input.
C. Customers are directed to agents dependent on time of day.
D. Customers are directed to agents dependent on number they are calling from. Answer Clike
For which purpose would you assign an Address book to a Profile?
A. To keep a tidy structure in the Address book menu
B. For all users to see on the IPOCC and IP Office
C. For only specified agent to use this Address book
D. For the creating of Historical reports Answer Clike
B. For all users to see on the IPOCC and IP Office
C. For only specified agent to use this Address book
D. For the creating of Historical reports Answer Clike
When creating a report, where can you indicate to run automatically for emailing to a supervisor?
A. In the Reports Basic Data
B. In the Reports properties
C. In the Reporting folder
D. In Configuration screen under the Service menu Answer Clike
B. In the Reports properties
C. In the Reporting folder
D. In Configuration screen under the Service menu Answer Clike
How can you see if your address book has imported successfully?
A. Go to an agent address book and check all entries.
B. Go to the address book menu, reschedule another import, and then wait for the confirmation.
C. Delete the address book and re-import it.
D. Go to the address book menu, check the import log, and then click the refresh button. Answer Clike
B. Go to the address book menu, reschedule another import, and then wait for the confirmation.
C. Delete the address book and re-import it.
D. Go to the address book menu, check the import log, and then click the refresh button. Answer Clike
Historical reports can be scheduled to email to a user, but they can also be scheduled to do what?
A. Display in the User interface
B. Refresh every 15 minutes
C. Export to a folder
D. Print Answer Clike
B. Refresh every 15 minutes
C. Export to a folder
D. Print Answer Clike
In a historical report, where does Avaya recommend that you set the specific dates and times for the information to be displayed in your report?
A. in the shift plan
B. in a graph
C. in a table
D. in the basic data Answer Clike
B. in a graph
C. in a table
D. in the basic data Answer Clike
Where can you create new chat scripts?
A. Configuration/Topics
B. Configuration/Service/Chat scripts
C. Configuration/ Chat scripts
D. Configuration/System/Chat scripts Answer Clike
B. Configuration/Service/Chat scripts
C. Configuration/ Chat scripts
D. Configuration/System/Chat scripts Answer Clike
View the Exhibit.
Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear?
A. Wait Announcement
B. Agent from Group 2
C. Agent from Group 1
D. Topic3 Answer Clike
Refer to the exhibit. In this outbound task flow example using the mechanical dialer, what is the first contact the customer will hear?
A. Wait Announcement
B. Agent from Group 2
C. Agent from Group 1
D. Topic3 Answer Clike
When creating task flows, you can create a section of task flow which can be repeatedly used in other task flows.
What is the title for this type of section of task flow? A. Macro
B. Source
C. Equal
D. Priority Answer Clike
What is the title for this type of section of task flow? A. Macro
B. Source
C. Equal
D. Priority Answer Clike
Which two factors determine which call will be routed via the “Last Agent” element? (Choose two.)
A. If the Caller know the extension number of the Agent
B. How long ago the agent spoke to the caller
C. Minimum contact time during the last conversation with the agent
D. The Last Agent available in the group E. If the Customer in is the Agents personal contacts list Answer Clike
B. How long ago the agent spoke to the caller
C. Minimum contact time during the last conversation with the agent
D. The Last Agent available in the group E. If the Customer in is the Agents personal contacts list Answer Clike
Which component is responsible for the routing within a IVR script?
A. Corba
B. Postgres server
C. Database Server
D. Taskserver IPO Answer Clike
B. Postgres server
C. Database Server
D. Taskserver IPO Answer Clike
If the word “help” is in the subject of the emails sent from customers, then those emails are to route to specific agents.
What can you do to make this happen? A. Have an agent assigned to look through all emails, identify the word “help” in the emails, and then forward the emails to the appropriate agents. word “help” in the email subject.
B. Have a task tag element in your email task flow to pick out the word “help” in the email subject.
C. Have all emails sent to an agent group called “help”.
D. Have all emails go to a topic called “help”. Answer Clike
What can you do to make this happen? A. Have an agent assigned to look through all emails, identify the word “help” in the emails, and then forward the emails to the appropriate agents. word “help” in the email subject.
B. Have a task tag element in your email task flow to pick out the word “help” in the email subject.
C. Have all emails sent to an agent group called “help”.
D. Have all emails go to a topic called “help”. Answer Clike
The queue full element routes callers depending on the number of callers allowed to queue an agent group.
Where are the queue limits configured? A. in the Agent group element
B. in the Topic tab
C. in the Agent Group tab
D. in the Queue full element Answer Clike
Where are the queue limits configured? A. in the Agent group element
B. in the Topic tab
C. in the Agent Group tab
D. in the Queue full element Answer Clike
The basic default task flow is created when you import the data import sheet successfully, but which Topics will it create the default task flow for?
A. Only the first 3 Topics
B. Only Topics select as Telephony
C. Only Topics you have identified and assigned agent groups to
D. All Topics which are available in the range entered Answer Clike
B. Only Topics select as Telephony
C. Only Topics you have identified and assigned agent groups to
D. All Topics which are available in the range entered Answer Clike
What are the three types of dialers available? (Choose three.)
A. Topic Dialer
B. Campaign Dialer
C. Mechanic Dialer
D. Preview Dialer
E. Direct Dialer Answer Clike
B. Campaign Dialer
C. Mechanic Dialer
D. Preview Dialer
E. Direct Dialer Answer Clike
When setting up skill-based routing, you have to create task tags for each skill, and then assign them. To which two objects can you assign a skill? (Choose two.)
A. Topics
B. Privileges
C. Profiles
D. Agents
E. Agent Groups Answer Clike
B. Privileges
C. Profiles
D. Agents
E. Agent Groups Answer Clike
To help with the designing of complex IVR scripts, Avaya have created some IVR scripts for you to use, and placed them on the installation DVD.
How can you access them in your IVR Editor? A. Copy them to the IVR Editor.
B. Restore them to the IVR Editor.
C. Obtain the license to use them.
D. Import them to the IVR Editor. Answer Clike
How can you access them in your IVR Editor? A. Copy them to the IVR Editor.
B. Restore them to the IVR Editor.
C. Obtain the license to use them.
D. Import them to the IVR Editor. Answer Clike
You have created a new real-time screen for the agents, and assigned it to their profile. However, when they look at it, it does not display information for all groups.
What should you check? A. In the Agent tab, check the authorization.
B. In the Profile, check the authorization.
C. In the Agent tab, check the privileges.
D. In the Profile, check the privileges. Answer Clike
What should you check? A. In the Agent tab, check the authorization.
B. In the Profile, check the authorization.
C. In the Agent tab, check the privileges.
D. In the Profile, check the privileges. Answer Clike
You have added the Silent Monitor button to the contact bar, however the supervisor is reporting that the icon has not appeared on the UI.
What can the agent do to resolve this problem? A. Reset their password.
B. Logoff and log back on again.
C. Generate a call.
D. Run a historical report. Answer Clike
What can the agent do to resolve this problem? A. Reset their password.
B. Logoff and log back on again.
C. Generate a call.
D. Run a historical report. Answer Clike
In the IPOCC installation folder, there is a Task flow examples folder. In this folder there are examples for call routing which you can import, edit and use.
In which two places can they be used? (Chose two.) A. Task flow editor
B. Topic information
C. Agent Profiles
D. IVR editor
E. Address Book Answer Clike
In which two places can they be used? (Chose two.) A. Task flow editor
B. Topic information
C. Agent Profiles
D. IVR editor
E. Address Book Answer Clike
When you open a task flow set to make changes to the task flow, and you are asked to make a copy of the task flow set.
Which task flow set are you about to make changes to? A. the Active task flow
B. the Default task flow
C. the Last Edited task flow
D. the Oldest task flow Answer Clike
Which task flow set are you about to make changes to? A. the Active task flow
B. the Default task flow
C. the Last Edited task flow
D. the Oldest task flow Answer Clike
Refer to the exhibit. You are creating variables to be used by a call tag within your task flow, and you want the variables to apply to the whole system.
You need to make a change to the task flow, and when you select the active task flow set, you are not asked to make a copy.
Why is this happening? A. The password is only required when you first create the task flow set.
B. You do not need a password because you are the administrator.
C. The active task flow set has not been set as the default task flow set.
D. You forgot to create a password for the task flow set. Answer Clike
Why is this happening? A. The password is only required when you first create the task flow set.
B. You do not need a password because you are the administrator.
C. The active task flow set has not been set as the default task flow set.
D. You forgot to create a password for the task flow set. Answer Clike
You have imported the “choice_Transfer_to_Extension” IVR script, so the caller can dial the extension number of the person they are trying to contact.
Which parameter must be edited in the script for this to work? A. Nothing it read everything from the IP Oice
B. First digit of the extension number
C. the time the caller has to enter the extension number
D. Length of extension number Answer Clike
Which parameter must be edited in the script for this to work? A. Nothing it read everything from the IP Oice
B. First digit of the extension number
C. the time the caller has to enter the extension number
D. Length of extension number Answer Clike
The “Voice mail” Source element allow voicemail messages to be retrieved from where?
A. VM Pro
B. Any Voicemail Server
C. An external Voicemail Server
D. IPOCC Voicemail Answer Clike
B. Any Voicemail Server
C. An external Voicemail Server
D. IPOCC Voicemail Answer Clike
An agent requires their UI to open and begin with a customized telephony file. Which three actions must you take? (Choose three.)
A. Select the current Telephony file in UI Configuration Telephony from the agent
B. Remove the default checkmark for UI Configuration Telephony
C. Change the Agent's Authorizations
D. Change the Agent's Privileges
E. Restart the Agent's UI Answer Clike
B. Remove the default checkmark for UI Configuration Telephony
C. Change the Agent's Authorizations
D. Change the Agent's Privileges
E. Restart the Agent's UI Answer Clike
What item is required to enable temporary Announcements in the task flow?
A. Task Tag
B. Global Variable
C. Local Variable
D. Call Tag Answer Clike
B. Global Variable
C. Local Variable
D. Call Tag Answer Clike
You have created your IVR script and activated it, however when you try to assign it to an IVR announcement element in your task flow it does not appear.
What is causing this problem? A. The IVR has not been assigned to a topic.
B. The IVR has not been assigned to the task flow set.
C. The IVR has not been assigned to the task flow.
D. The IVR script has not been assigned to an IVR. Answer Clike
What is causing this problem? A. The IVR has not been assigned to a topic.
B. The IVR has not been assigned to the task flow set.
C. The IVR has not been assigned to the task flow.
D. The IVR script has not been assigned to an IVR. Answer Clike
You have created a Task flow for a customer, and you can see the potential for it to be used again for your next installation.
How can you capture it for re-use? A. Take a screenshot, and then have it to hand when you created it again
B. Copy it to a word document
C. Export it to a folder on your PC
D. It is not possible to capture task flow they all have to be created manually Answer Clike
How can you capture it for re-use? A. Take a screenshot, and then have it to hand when you created it again
B. Copy it to a word document
C. Export it to a folder on your PC
D. It is not possible to capture task flow they all have to be created manually Answer Clike
In the TTrace default configuration, after how many days will the log files be deleted?
A. 365
B. 30
C. 1
D. 10 Answer Clike
B. 30
C. 1
D. 10 Answer Clike
Your data import has returned the message that the import has failed.
Before trying to import again, which three steps are necessary? (Choose three.) A. Fix the problem identified in the import log file.
B. Check the import log file to identify the problem.
C. Reinstall the postgres database.
D. Reinstall the IPOCC Server.
E. Restore the empty cc and c3k databases. Answer Clike
Before trying to import again, which three steps are necessary? (Choose three.) A. Fix the problem identified in the import log file.
B. Check the import log file to identify the problem.
C. Reinstall the postgres database.
D. Reinstall the IPOCC Server.
E. Restore the empty cc and c3k databases. Answer Clike
In TTrace, what must be activated to show the service-related messages of all processes in one screen?
A. Tool bar
B. Service window
C. Service view
D. Status bar Answer Clike
B. Service window
C. Service view
D. Status bar Answer Clike
Before restoring any of IPOCC databases, what must you do?
A. Power off the IP Office.
B. Log off all agents.
C. Reboot the server.
D. Stop the watchdog. Answer Clike
B. Log off all agents.
C. Reboot the server.
D. Stop the watchdog. Answer Clike
Which application do you use to change the time of the re-occurring daily backup?
A. IPOCC User Interface
B. Manager
C. PGAdmin
D. Web Admin Answer Clike
B. Manager
C. PGAdmin
D. Web Admin Answer Clike
What is used to check that all IPOCC services are up and running properly?
A. TT Config
B. TT Display
C. Watchdog
D. TT Console Answer Clike
B. TT Display
C. Watchdog
D. TT Console Answer Clike
To display only the service related messages for each process in TTRace, what must be activated?
A. All Process activated
B. File View activated
C. Status Window activated
D. Service View activated Answer Clike
B. File View activated
C. Status Window activated
D. Service View activated Answer Clike
In which database are the IPOCC configuration, reporting statistics, and taskflows stored?
A. the AdB database
B. the C3K database
C. the Taskreporting database
D. the CC database Answer Clike
B. the C3K database
C. the Taskreporting database
D. the CC database Answer Clike
If you implement a new IP Office Contact Center (IPOCC) on an existing, where must you install a license?
A. Nowhere
B. In the IP Office and in the IPOCC
C. In the IPOCC
D. In the IP Office Answer Clike
B. In the IP Office and in the IPOCC
C. In the IPOCC
D. In the IP Office Answer Clike
Which two connections between IP Office and IP Office Contact Center are necessary? (Choose two.)
A. SIP endpoint connection
B. SIP trunk connection
C. TAPI connection
D. H323 connection Answer Clike
B. SIP trunk connection
C. TAPI connection
D. H323 connection Answer Clike