Deck 11: Avaya Converged Platform Support

Question 1

View the Exhibit. Refer to the exhibit. The exhibit shows a screen shot of a tag that has been created in the tag list. What is the intended purpose of this tag?

A) to reject any caller from Germany
B) to pass the call to a German language auto attendant
C) to identify calls with a German telephone number
D) to pass the call too an agent with German speaking skills

Answer 1

to reject any caller from Germany

Question 2

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 2

In Configuration screen under the Service menu

Question 3

What would you use to import IPOCC licenses?

A) IPOCC License Manager
B) WebLM
C) Web Management
D) Manager

Answer 3

WebLM

Question 4

You have successfully deployed an IPOCC server in the customer's virtual environment and have configured the virtual machine to meet the OVA specifications in the Avaya IP Office Contact Center Reference Configuration document. Which two tasks do you need to complete before importing the customer intonation into IPOCC? (Choose two.)

A) Change the IP Office Service User password
B) Upgrade the VMWare Tools on the IPOCC Server to the latest release
C) Configure the Network Settings on the IPOCC Server
D) Change the IPOCC Server Hostname
E) Install the vSphere Client on the IPOCC Server

Question 5

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.

Question 6

You have entered your licenses successfully, and now you want to check you have the correct amount of supervisor licenses for the customer. Which screen in WebLM will show you this information?

A) CIE View License Capacity
B) CIE View Peak Usage
C) License Install
D) Licensed Product

Question 7

You have completed the Avaya_IP_Office_Contact_Center_Configuration.xlsm workbook and are ready to launch the DataImport.exe file. Which two passwords are required to execute the DataImport.exe successfully? (Choose two.)

A) WebLM administrator password
B) IP Office Security User password
C) IP Office Service User password
D) IPOCC Administrator password
E) IP Office System password

Question 8

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

Question 9

With respect to IP Office Contact Center Release 9.1.6 and above, which three parameters are not contained in the import excel spreadsheet and must be configured in the User Interface after the import? (Choose three.)

A) Profiles
B) Hold duration time for last agent functionality
C) System holidays
D) Topic block times
E) Custom specific announcements

Question 10

Which three preconditions must be met to import the configuration data in the IP Office Contact Center? (Choose three.)

A) The database must be empty
B) The watchdog need to be running
C) The license file must be installed first
D) The postgres database need to be running

Question 11

Where can you create new chat scripts?

A) Configuration/Topics
B) Configuration/Service/Chat scripts
C) Configuration/ Chat scripts
D) Configuration/System/Chat scripts

Question 12

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

Question 13

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

Question 14

You are installing the IPOCC software on a customer provided Windows server and have verified the computer meets all the documented requirements. During the installation of the IPOCC software from the DVD, which password do you need to create?

A) IPOCC Service User password
B) Database System Administrator password
C) IPOCC Administrator password
D) IP Office Service User password

Question 15

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

Question 16

When a software component stops working, which IPOCC component tries to get it going again?

A) IP Office
B) Watchdog
C) Chap
D) Kernel

Question 17

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

Question 18

In which section can you enable the ability to change topic names?

A) Service > Telephony Settings
B) System > Reporting Settings
C) System > PBX Settings
D) Service > Special Settings

Question 19

Prior to using the dataimport.exe file, which action should you perform?

A) Import
B) Reboot
C) Backup
D) Activate

Question 20

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.

Question 21

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

Question 22

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.

Question 23

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

Question 24

What is the default port for chat server registration?

A) 8443
B) 5224
C) 5222
D) 5060

Question 25

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

Question 26

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 O?ice
B) First digit of the extension number
C) the time the caller has to enter the extension number
D) Length of extension number

Question 27

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

Question 28

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.

Question 29

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

Question 30

What item is required to enable temporary Announcements in the task flow?

A) Task Tag
B) Global Variable
C) Local Variable
D) Call Tag

Question 31

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.

Question 32

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

Question 33

Which component is responsible for the routing within a IVR script?

A) Corba
B) Postgres server
C) Database Server
D) Taskserver IPO

Question 34

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.

Question 35

View the Exhibit. 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. Which object would you select for your variable?

A) Topic
B) Agent
C) PBX
D) Global

Question 36

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

Question 37

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".

Question 38

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

Question 39

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.

Question 40

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

Question 41

What are two ways that supervisors may be given the ability to change the skill levels of the agents and topic? (Choose two.)

A) Create different profiles, so they can change the agent groups as and when required.
B) Give them access to the configuration of topics and agents.
C) Allow them the privilege to change skills.
D) Give access to the skills overview screen.

Question 42

To instruct the agent to give information to certain callers, a customer wants to have the ability to display a script for their agent in the realtime screen. Which realtime element is used to achieve this?

A) Direct Call Element
B) Customer History Element
C) Internet Browser Element
D) Value Element